Your contact centre is already a voice AI channel: you just haven’t realised it yet
The voice channel in the contact centre has lost love in recent years. However, recent developments in voice AI (generative AI, speech recognition and speech synthesis) might be finally bringing voice into the 21st century. Voice AI is now turning the traditional one-to-one, costly contact channel into a one-to-many, scalable, revenue-generating one. In a recent […]
How Essent saved €1.8 million by listening to their call centre agents
Most AI success stories sound too good to be true. This one’s different because it started with something we’ve all experienced: being put on hold while someone searches for an answer they should already know. Essent is the Netherlands’ biggest energy provider, and like most large companies, it had customer service agents drowning in calls […]
Testing the future: How Klearcom is powering the voice AI revolution
As businesses move from legacy IVRs to conversational AI, one company powers the testing tech that keeps everything running smoothly.
4 AI case studies: insights from H&M, Sage, Telenor and Vipps MobilePay
Discover how H&M, Sage, Telenor and Vipps MobilePay implement AI in their customer experience and the results they’re seeing.
AI in financial services: lessons from DNB and MSUFCU
Discover how leading financial services organisations are finding success with AI.
AI and the BPO industry: why enterprises must take notice
The world of business process outsourcing (BPO) is at a crossroads, dramatically changed by the relentless march of Artificial Intelligence, especially generative AI.
How True Cassic made AI work for CX
While the promise of AI in customer experience is compelling, turning that promise into actual value takes more than plugging in a chatbot.
8 reasons AI projects fail and 12 ways to make yours a success
Despite the enthusiasm for AI among businesses, industry research consistently shows that 80–90% of AI pilots never make it into production. So why is that?
How Prudential is shaping user-centred design in the age of generative AI
Explore how Prudential Financial is embracing generative AI to revolutionise user-centred design.
AI is smart enough – so are you ready?
Instead of needing ever-smarter LLMs for most business processes, the real impact now comes from how we use them.