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 appearing everywhere, but using more AI does not necessarily create better 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.