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.
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.
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.
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?