TechForum
A winning business case for AI in the contact centre starts by defining the target: efficiency, growth, cost savings or a combination, says Greg Jarvis, global customer success director at Connect.
Artificial Intelligence
How SA leaders are reshaping enterprise CX in the age of AI
South Africa’s customer experience leaders are navigating a period of rapid change, driven by the promise and pitfalls of AI.
TechForum
AI is transforming language localisation from translation to real understanding
Connect's proprietary models integrate entity and intent extraction with inverse text normalisation, transforming the fluidity of speech into structured, machine-usable information, says Alfredo Gemma, AI solutions director at Connect.
TechForum
These foundational ecosystems are the bedrock of AI readiness
AI cannot function effectively in data silos or without the interconnected systems that provide access to a customer’s full interaction history, says Tim North, global VP of strategy execution at Connect.