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 Arthur Goldstuck, – 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, economies...

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 leaders a...

By Marcus Law, – 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, with a grow...

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 shifts in how pe...

By Ryan Falkenberg, – 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 is maki...

By Ryan Falkenberg, – 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 UIF paymen...

By Ryan Falkenberg, – Originally published by Retail Brief Africa. Not all that long ago, Black Friday was the preserve of major US retailers. Held the day after US Thanksgiving (which always falls on the fourth Thursday of November), it signals the start of...

By Ryan Falkenberg, – Originally published by Retail Brief Africa. The online marketplace has changed dramatically since COVID-19 and big international players entering the market and technological advancements like AI are further changing the game....

By Ryan Falkenberg, – Originally published by TechFinancials. Adopting voice bots or Virtual agents makes a lot of sense for a wide variety of companies, particularly those with high and varying call volumes. Rather than trying to hire and train temporary sta...

By Ryan Falkenberg, – Originally published by IT Online. Tourism is vital to the South African economy, accounting for 8,2% of the country’s gross domestic product (GDP) and 9,2% of employment, according to the World Travel & Tourism Council. By 2030, t...

By Ryan Falkenberg, – Originally published by IT-Online. Despite being the coal face of business-consumer contact, call centres have long struggled to offer personal customer experience. Virtual agents may finally solve the problem, combinin...