By Ryan Falkenberg, There is a very strong case building for the adoption of Conversational AI Agents within every contact centre. This paper outlines the key arguments for greater adoption, as well as highlighting challenges being exp...

By Ryan Falkenberg, – Originally published by Gadget. The emergence of AI agents is poised to bring profound changes to the contact centre industry. With companies such as Microsoft, AWS, Google and Salesforce all releasing autonomous agent capabilities acros...

By Ryan Falkenberg, – Originally published by IT Web Africa. Here’s a challenge: phone the contact centre for your bank or insurance provider and see how many language options you get. In South Africa, besides English, you’ll probably get one or two at most. And while tho...

By Arun Shankar, – Originally published by Intelligent CIO. Call centres face the challenge of widely varying inbound calls during annual occasions like Black Friday and without automation and virtual agents will have no viable solution to handle these demands says Ry...

By Ryan Falkenberg – Originally published by IT-Online. If you’re a CEO or even a high-ranking executive, you’re probably confident you know everything (or almost everything) about your business. But no matter how much time you spend pouring over reports,...

By Ryan Falkenberg, – Originally published by IT Web Africa. For most people, Black Friday is a chance to buy that must-have item they’ve had their eye on for months. It’s also a massive day for retailers. Outside of the week or two before the start of th...

By Ryan Falkenberg, – Originally published by BizCommunity. Urgent customer conversations are critical in most businesses. You might, for instance, need to cancel your card immediately after a theft. Or you may have missed a payment that the business needs to...

By Ryan Falkenberg, – Originally published by TechFinancials. When you think about the businesses most affected by load shedding, chances are contact centres don’t immediately leap to mind. But, as with so many other companies across the country, it has pla...

By Ryan Falkenberg, – Originally published by IT Online. Let’s be honest: how often have you called an organisation’s contact centre in a good mood? I’d wager that the answer is somewhere between “seldom” and “almost never”. After all, most of u...

By Ryan Falkenberg, – Originally published by Tech Financials. If you watch the customer service space closely, you may have noticed that in late November, US-based low-cost carrier Frontier Airlines shut down its customer service phone line. Anyone with a qu...

By Ryan Falkenberg, Co-CEO of CLEVVA, - Originally published on IT-Online Customer service in call centres, particularly in the banking sector, has been variable, at best, for a number of reasons. Technologically, many businesses...

Published in TechFinancials By effectively digitising service intelligence and using it to drive both assisted and self-service channels, CLEVVA allows large retailers to dramatically improve their service levels without having to recruit or train more staff....