Conversational AI/ AI

Using AI to Better Direct Customers

By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent. Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years.

The Onward March of Internet of Things (IoT)

The Internet of Things (IoT) is being touted as becoming ubiquitous and the panacea for all known ills. Unfortunately, such a utopia will not happen anytime soon.

Will Robots Take Over?

Can AI handle everything? Or, are there some instances where only a human will do?

Apps vs Chatbots

As apps become more sophisticated so do some of their negative points. Whereas Chatbots are becoming more important for contact centers.

The Rise Of The Machines

What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.