By Ryan Falkenberg, 11 September 2023 – Originally published by IT-Online. Advanced intelligent automation (IA) virtual agents shift the burden of repetitive, rules-based queries and work away from human agents. This should not be seen as a threat to South Africa’s call centres and busines...
Read MoreBy Ryan Falkenberg, 15 September 2023 – Originally published by Retail Brief Africa. Businesses everywhere are under pressure to deliver better service at less cost. Most have looked at some form of digital solution, but do they really work? Says Ryan Falkenberg, co-CEO of CLEVVA, “Virtual ag...
Read MoreBy Ryan Falkenberg, 11 June 2023 – Originally published by EngineerIT. If you’ve spent any time on LinkedIn or attended business conferences lately, you’re probably familiar with the phrase, “data is the new oil”. Meant to signify how valuable data can be, it's...
Read MoreBy Ryan Falkenberg, 20 February 2023 – Originally published by FutureWave Business IT. When ads first hit the internet, birthing digital marketing along the way, there was a lot of hope from marketers, writes Ryan Falkenberg, co-CEO, CLEVVA.The ability to track ad perf...
Read MoreBy Ryan Falkenberg, 16 January 2023 - Originally published by IT-Online When it comes to outbound sales, the traditional ways of doing things have mixed success at bes...
Read MoreBy Ryan Falkenberg, 18 November 2022 - Originally published by Tech Talk When it first became clear that various AI-enabled tools would play an important role in customer self-service, most prominently in the shape of chatbots, there was a lot of hope that...
Read MoreBy Ryan Falkenberg, 2 November 2022 - Originally published by Intelligent CIO A growing number of companies in South Africa and around the globe are looking to offer their customers significantly improved self-service. Many have tried, and failed to build...
Read MoreBy Ryan Falkenberg, 16 September 2022 - Originally published by IT-ONLINE Most visitors to a website probably don’t know the difference between a chatbot and a virtual agent. To be frank, most probably don’t care either. All they want is an easy and efficient way to resolve whatev...
Read MoreBy Ryan Falkenberg, 28 September 2022 - Originally published by Retail Brief Africa Outbound call centres have never had to work harder to remain relevant. Today’s customer has a plethora of tools that allow them to screen and block unsolicited calls. And even when they do pick up, the...
Read MoreBy Johan Steyn, 10 October 2022 - Originally published by BusinessDay Steyn is on the faculty at Woxsen University, a research fellow at Stellenbosch University and the founder of AIforBusiness.net...
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