Improving Chatbot Resolution Rates: How to reduce customer effort and make human handoffs work
Chatbots and AI-powered virtual agents can help contact centres manage growing volumes of customer enquiries without requiring every interaction to involve a human adviser. But successful automation is about more than the number of conversations handled without human intervention. A chatbot might answer a question, provide a link or conclude a conversation without ever resolving […]
Speech reasoning models and AI context platforms among key technology trends for 2027
Advances in voice AI, contextual intelligence and autonomous systems could be set to reshape customer service technology in 2027, according to Gartner’s latest strategic technology trends report. Unveiled at Gartner IT Symposium/Xpo 2026, the research identifies ten technologies that organisations should explore over the coming year, with several carrying significant implications for contact centre operations. […]
Web Self-Service & Live Chat: What contact centre teams should compare
Customers rarely contact an organisation because they want to interact with its contact centre. They want an answer, a problem resolved or something completed. Sometimes that means finding information on a website. Sometimes it requires a short conversation through live chat. Increasingly, it might involve an AI-powered virtual agent capable of answering questions or completing […]