Artificial Intelligence
South Africa’s customer experience leaders are navigating a period of rapid change, driven by the promise and pitfalls of AI.
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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.
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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.
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Tight integration matters as contact centres unite systems of interaction and record
For decades, the contact centre has been defined by two distinct technology layers, each with its own purpose and pedigree, says Luyolo Dungelo, business services manager at Connect.