Many businesses are rushing to deploy AI – in fact, we’ve seen it already with Klarna and Duolingo missteps. The problem is, they’re often in a race to be the first to make efficiency (and cost) gains, while overlooking fundamental prerequisites. This approach risks implementing sophisticated technology on top of unresolved operational issues. And perhaps,…

As customer service automation advances, contact centers are undergoing a fundamental shift. Routine enquiries are being increasingly handled by AI and self-service tools, while live agents manage the most complex, high-stakes interactions – all while taking notes and dealing with potentially difficult customers. Elsewhere, regulated industries are under increasing pressure to demonstrate compliance, while inefficiencies…

We’ve said it before, and we’ll say it again: AI is an augmenter, not (yet) a human replacement. Recently, there has been a surge of bold declarations from high-profile companies around artificial intelligence. Some have announced sweeping changes to how they work – halting new hires, or restructuring entire teams – all in the name…

AI in the contact center is no new concept, but as the technology (and competition) has evolved, the pace of its development has sky-rocketed. But now that you can choose a variety of ways to interact with AI – and more specifically, Large Language Models (LLMs) – how do you go about it, and what…

Driving a customer experience (CX) transformation is no small feat. You understand the value of customer feedback, and you see the opportunity to create meaningful change. Yet, time and again, you hit a roadblock: your contact center and operations leaders aren’t buying in. Their hesitation often boils down to one core issue: sample size. The…

Quality Assurance (QA) has become a critical element for modern customer service and sales teams. Auto-QA tools have gained significant traction due to their ability to efficiently assess performance and help organizations scale. However, there’s a risk that auto-QA could turn into nothing more than a box-ticking exercise, speeding through scorecard completion without any real…

What if you could understand the tone, emotion and intent behind a customer interaction, all in an instant? Well, you can. Under the broader umbrella of conversation intelligence, customer sentiment analytics provide contact centers with unparalleled insight. Having this information to hand, with minimal human effort, gives organizations all the qualitative information they need to…

We discuss how human interaction and customer service conversations will be overtaken by the evolution of AI.  It’s 8 years since Alice & Bob, two Facebook AIs, had their famous conversation on Meta’s (Facebook’s) digital channels. The result was a trip to say the least. Facebook shut them down and we all had a giggle…

No two customers are the same. Some may have a straightforward query that you’re able to solve in a matter of moments. Others, meanwhile, may need extra care for any number of reasons – and recognizing these vulnerabilities is not just a matter of good service; it’s a necessity. In this blog, we’ll explore what…

Voice analytics, sometimes called conversation analytics, offers businesses the ability to decode tone, sentiment, and intent to improve customer experience and drive smarter decisions. By analyzing both the words spoken and the emotions behind them, voice analytics allows businesses to uncover actionable insights that would otherwise go unnoticed.  In this post, we explain how voice…