While the promise of AI in customer experience is compelling, turning that promise into actual value takes more than plugging in a chatbot.

Is the term Agentic AI new to you? Don’t worry. It seemingly became one of the most discussed terms in conversation AI overnight. Think of…

Do you know what a conversation designer does? If you do, then chances are you work in the Conversational AI industry. The rest of the…

AI is a change project, not a tech project. Why? Because success doesn’t rely on how good the technical solution is. It relies on how…

RAG (Retrieval Augmented Generation) systems are quickly becoming the go-to solution for those looking to leverage AI in business. But RAG systems have some inherent…

How has generative AI impacted the voice space? We’ve heard a great deal about LLMs being used in chatbots. While the most famous product is…

As you start to put together your AI strategy, you need to understand whether you’re pursuing a purposeful AI strategy or an emergent AI strategy.…

Prompt engineering has rapidly emerged as a crucial skill in effectively working with advanced AI models. For those with experience, refining your prompts can significantly…

In the world of technology, few innovations have sparked as much interest as generative AI (gen AI). This emerging technology promises to transform how businesses…

Once you have established a solid foundation with your initial AI deployments, it’s essential to think about scaling your solutions to cover more complex and…

When evaluating AI initiatives, I see many organisations use NPS and CSAT as barometers of success. But there’s a problem with both of those metrics…