By Bruce von Maltitz, co-founder, 1Stream South Africans are more willing to talk about an overdue account when the voice on the other end of…
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An AI voice agent may be used for collections calls in South Africa when the deployment is designed around POPIA, the National Credit Act, applicable…
Can South African banks and insurers use AI voice agents under POPIA? Yes. POPIA permits a South African bank or insurer to use an AI…
What should you ask an AI voice vendor before you buy? The nine questions below will tell you more about an AI voice vendor than…
Artificial intelligence is rapidly becoming part of everyday customer interactions. Whether you’re speaking to your bank, insurer, healthcare provider or retailer, there’s an increasing chance…
AI call centre sprawl is quietly draining money and patience from South African contact centres. Many teams are running multiple pilots, extra tools and overlapping…
What Does AI Voice Actually Do in a South African Contact Centre? The contact centre has become the most expensive place to answer a simple…
South African customers do not think in channels. They move between WhatsApp, phone, email, and web chat based on what is convenient at that moment,…
Turning Every Call Into a Smarter Conversation South African contact centres are under pressure. Call volumes tend to spike around billing cycles, load-shedding disruptions, payday…
For years, the South African contact centre industry has been building the foundations of digital customer service. While the traditional automated systems that aided them…
