Not every customer enquiry needs a human agent. Equally, not every customer interaction should be handled by AI. As organizations adopt AI, one important question is often overlooked: Which customer interactions should we automate, and which ones still need a

Bring Your Team In First, Not Last During our AI for Contact Centers: Where AI Meets the Customer conversation, one takeaway stood out: bring your team in first, not last. AI can improve speed, consistency, and customer experience, but it

AI can answer a customer’s question. But can it go the extra mile? Next week, businesses around the world will celebrate the people who go the extra mile for customers every day. They deserve every bit of it. But in

As contact centers deploy AI to handle more interactions a question that used to be philosophical has become urgently practical. Is your automation actually making the customer feel heard, or just processed? Automation is moving fast. Faster than most organizations have

I came across an interesting article this week, something that passed my ear. In May 2026, Huawei and Konza Technopolis launched an AI powered contact centre at a digital hub in Bondo, Siaya County. Twenty young people were being trained

A business can invest in the latest AI tools, but if its customer journeys are confusing, its processes are fragmented, or its service lacks empathy, customers will still leave. AI does not automatically create a better customer experience. This is