Category: Insights

A modern-day contact center has numerous moving parts, ranging from customer engagement applications, queuing and routing systems to CRMs and workforce optimization solutions. Running this complex ecosystem seamlessly and harmoniously is critical to reducing customer effort and delivering world-class customer satisfaction. However, the industry lacks a platform that binds these different components together synergistically. Backed…

Choosing and successfully deploying the right enterprise-grade AI solutionfor business can prove to be a tall order in the wake of new developments. New tools in the market exemplify predictive and generative AI’s potential that empower businesses to innovate and enhance customer engagement. In this blog, we look at the following: Not all the features…

Chatbots have increasingly made their presence in the consumer services space According to McKinsey & Company, retailers need to move quickly to seize the opportunity presented by GenAI as they experiment with technology and realize that it holds great promise for reviving growth. One such area is the chatbot. While the adoption of traditional chatbots…

Cybersecurity is now a battleground not just for humans, but for AI systems, with Generative AI (GenAI) playing a dual role in both strengthening defenses and enabling new types of cyberattacks. On one hand, GenAI is revolutionizing cybersecurity by improving threat detection, automating responses, and bolstering defensive mechanisms. On the other hand, hackers are leveraging…

Generative AI (GenAI), particularly models powered by Large Language Models (LLMs), offers transformative potential across industries. However, without proper planning, the operational costs associated with deploying these models can escalate quickly. This article demonstrates how prompt engineering drives significant cost savings while delivering highly customized outputs for various use cases. This article will also provide…

As generative AI (GenAI) models advance at an unprecedented pace, the art of crafting intuitive and contextually relevant prompts has emerged as a critical capability. Prompt engineering has become a key factor in harnessing the full potential of AI, particularly for enterprises aiming to enhance customer engagement and streamline complex interactions. The global prompt engineering market size…

The tech landscape is in the midst of a significant transformation, marked by a seismic shift that has everyone in the industry on their toes. The talk of the town is Generative AI, a technological marvel capturing the imagination of tech enthusiasts and innovators alike. Almost every tech service provider has a Gen AI story…

By Deepa Narayanasamy & Amit Derkar In today’s era, delivering consistent and superior quality of experience across channels with speed & scale is a critical competitive differentiator for global enterprises. As a result, Quality assurance/Testing, a pillar of the software development lifecycle, is undergoing a tectonic shift. As of 2023, organizations engaged in software development…

AI’s new inflection point, generative technology, has captured the world by storm and could be the next giant leap to unleash the innovation and productivity we need. The market will reach over $109B by 2030, with a projected CAGR of 35.6%. ChatGPT’s meteoric rise is attributable to generative AI’s capability to augment human effort. Enterprises envision building…

Generative AI needs no introduction as it continues to make waves everywhere. Boasting human-like conversational ability, remarkable precision, and unwavering consistency, GenAI has emerged as a transformative force, revolutionising various industries. Its impact is particularly pronounced in customer service and support, where applications range from fundamental chatbots to cutting-edge technologies. It also holds promise in…