AI and automation

Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn't AI or automation itself, but the limitations of first-generation chatbots. Those early systems, which have usually been built on rigid rule-based logic and simple keyword...

The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered by artificial intelligence represents a major shift. Rather than waiting for customers to report problems, proactive AI can analyse patterns across your customer base, identify...

Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact.  Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive AI and reactive AI is essential for any organisation that is keen to enhance customer engagement, reduce costs, and build stronger relationships with customers or...

Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it anticipates customer needs, automates engagement, and removes manual processes across every channel. The result is an operation that runs more efficiently, delivers faster resolutions, and...

AI is revolutionising customer contact - but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return.  Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all AI adoption strategies are created equal. Understanding where you are in your AI journey, having clarity about your end goal and choosing the right path...