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Knowledge Management in Customer Service: The Foundation Your AI Needs
Gartner names poor data quality as the leading cause of abandoned AI projects. In customer service that means one thing: without a maintained knowledge base, AI…
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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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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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WhatsApp in customer service: what smaller companies should know before starting
High open rates and fast replies make messaging attractive as a service channel. What the Business API can do, what the app cannot, and where the…
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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.
