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Custom NLU data, domain-trained speech recognition and integrated voice AI can improve accuracy across accents, code-switching and under-represented languages, enabling more natural and effective customer conversations. By Alfredo Gemma, AI Solutions Dire

For decades, analysing contact centre data has been an operational bottleneck, as human analysts were needed to review transcripts and tease out subtle operational differences manually. By Greg Jarvis, Global Customer Success Director at Connect This manu

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Why voice AI fails most under-represented languages and edge-case customers. By Alfredo Gemma, AI Solutions Director at Connect Public Large Language Models (LLMs) are built for the average user and trained in dominant languages like English. However, whe

Agentic AI, powered by Generative AI (GenAI), has incredible potential to deliver improved outcomes in your contact centres. In fact, contact centres would seem to have the best use cases for AI compared to almost any other business function. Yet statisti

When enterprises evaluate the success of a major technology deployment, executive scorecards typically rely on three conventional governance criteria: was the system delivered on time, within budget, and according to scope? By Greg Jarvis, Global Customer

For years, success in automated contact centre engagement was measured largely through technical indicators such as speech recognition accuracy, word error rate (WER), latency and speech-to-text performance. While these measures still matter, accurate, fa

Business leaders know that artificial intelligence (AI) has the potential to improve performance, reduce cost and strengthen resilience, which is compelling them to invest. As a result, almost every technology vendor - including networking and service pro

Accents, background noise, interruptions, and imperfect telephony aren't edge cases in contact centres. They are the norm. And yet most voice AI is evaluated in conditions that look nothing like a live customer service floor. By Sally Hodgin, Principal AI

While artificial intelligence (AI) promises a revolution in contact centre productivity and operational efficiency, current deployment strategies are hitting a wall when attempting to bridge the scaling gap. By Greg Jarvis, Global Customer Success Directo