What Are We Buying When We Buy AI?
An impressive AI demo is only the tip of the iceberg. Behind it sit data, integrations, security, costs and ongoing operations. Here are eight layers businesses should understand before investing.
Could AI Go Wild
AI agents can do more than answer questions. They can act, sometimes beyond the boundaries we intended. Two documentaries prompted me to explore what that means for autonomy, accountability and practical business controls.
AI Didn’t Just Arrive
AI has been part of contact centres for years. What has changed is its ability to understand, generate and act. A practical look at the evolution of AI in CCaaS, the rise of agentic AI and how buyers can separate real progress from AI washing.
When Your Customer Brings an AI Agent: Is CCaaS Ready for Poppy?
Sierra and Meta’s Poppy protocol gives personal AI agents a way to interact with businesses. Here’s what CCaaS providers should consider now, from identity and permissions to governance and orchestration.
Is Artificial Intelligence Really Going to Take Our Jobs?
Will AI take our jobs, or change how we build our careers? As automation takes over routine tasks, the bigger concern may be the disappearance of entry-level opportunities that help people develop skills and experience. What does this mean for the next generation of professionals?
What’s Hiding in the Shadows?
Shadow IT was about unmanaged technology. Shadow AI introduced unmanaged intelligence. Now Shadow Agents introduce something more consequential: unmanaged action and authority. What does that mean for governance, security and the contact centre?
Data Residency Is Not Data Sovereignty
Keeping data in Canada does not necessarily mean keeping control in Canada. As AI becomes more embedded in business and government, sovereignty increasingly depends on who controls the data, infrastructure, decisions and legal jurisdiction surrounding them.
Do You Really Need a Consultant?
When does an outside perspective actually add value? Good consulting isn’t about arriving with all the answers. It’s about asking the right questions, challenging assumptions and helping organizations solve the right problem before investing more time, money or technology.
The AI Productivity Paradox in the Contact Centre
AI is improving contact centre productivity, but as automation handles routine enquiries, agents are left with more complex work. Are traditional metrics such as AHT still telling us the full story?
AI With a Purpose: Are We Using the Right AI for the Right Problem?
AI is everywhere, but using more AI doesn't automatically improve outcomes. The real challenge is matching the right type of AI to the right business problem, while considering customer experience, risk, governance and the role of people.
What Is AI, Really?
AI is often treated as if it were one technology. In reality, it is a combination of data, models, context, enterprise knowledge, tools, workflows and governance working together. This article breaks down the pieces and explains what businesses are actually buying when they invest in AI.
When AI Acts on Our Behalf, Who Owns the Consequences?
AI agents are moving beyond answering questions to taking real actions on our behalf. As autonomy increases, businesses face a critical question: when an AI agent gets it wrong, who is accountable?
When Your Next Caller Is a Bot
Personal AI agents are beginning to call businesses on behalf of their owners. What happens when your AI agent answers a call from my AI agent? Contact centres need to start thinking about identity, authority, negotiation and human escalation.