By Ryan Falkenberg, 10 June 2025 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...

By Ryan Falkenberg - Originally published by Generation BPO Magazine (Issue 3 - Q2, 2025) The IT and Digital Cluster's focus is to help CapeBPO members more effectively service global demands, digitally. To achieve this, the team aims to gather insights into how members...

By Mark Say, 20 March 2025 – Originally published by UKAuthority. Thurrock Council has launched a voice activated AI assistant, initially to help residents obtain information on council tax. It is part of a programme to expand the use of AI working with Outsource Au...

By Ryan Falkenberg, 12 March 2025 – Originally published by IT Web. As organisations grow, the pressure to maintain the service levels that led to their growth increases. Delivering effective customer service at scale requires specialist skills – skills that are not...

By Ryan Falkenberg, 03 February 2025 – Originally published by Cover. Very few businesses operating today don’t have a customer-facing piece of technology. Whether that’s an actual product, an app, or even just e-commerce and customer service functionality on their...

By Ryan Falkenberg, 20 January 2025 – 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 capabilit...

By Arthur Goldstuck, 19 January 2025 – Originally published by Business Live. Artificial Intelligence (AI) will cast a large shadow over next week's World Economic Forum (WEF) annual meeting in Davos. as world leaders grapple with its transformative impact on jobs, eco...

13 January 2025 – Originally published by IT-Online. In 2024, artificial intelligence, and particularly Generative AI, became buzzwords across industries as businesses grappled with how the technology would change the way they worked. In 2025, South African business...

By Marcus Law, 18 September 2024 – Originally published by AI Magazine. The MEA region has seen rapid AI growth from a growing number of startups and established companies, led in particular by UAE and Saudi Arabia AI adoption in the MEA region is gaining momentum, wi...

12 December 2024 – Originally published by IT-Online. 2025 is set to be a transformative year for businesses in South Africa with industries navigating new challenges and opportunities driven by global trends, technological advancements, and market dynamics. From sh...

By Ryan Falkenberg, 04 December 2024 – Originally published by TechFinancials. Ask most people how they feel about getting a sales call and they’ll tell you how annoying it is. That annoyance only increases if they pick up the phone and can tell that a virtual agent...

By Ryan Falkenberg, 19 November 2024 – Originally published by IT-Online. For millions of South Africans, there are few things more frustrating than dealing with a government department or state-owned enterprise (SOE). Whether it’s asking when you can expect your...