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The voicebot paradox: why call volumes are not falling despite AI
Voicebots have reached around 40 per cent adoption, yet phone volumes hold steady. Why the handover is the real lever, and which figures actually tell you…
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Agentic AI in the contact centre: from chatbot to autonomous agent
In 2026 the focus shifts from rule-based chatbots to autonomous AI agents. Where companies actually stand, where the leverage is, and what gets in the way.
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Real-time translation in the contact centre: service without a language barrier
Language barriers cost time and sometimes the sale. How automatic translation works in voice and text, and where its limits lie.
Insights
AI in customer service
Where AI carries weight in customer service — and where it does not.
