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…
When a business approves an AI system, it usually treats the decision as final. The system was reviewed, it passed, it is signed off. The…
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…
Many South African business leaders have quietly concluded that because there is no AI law here yet, there is no compliance question to answer. Adopt…
A year ago, most conversations about AI voice started with the same question. “Can it actually work?” Today, that’s no longer the conversation. The technology…
Where will AI voice be for South African call centres in twelve months? Most South African contact centre leaders are still asking whether an AI...
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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…
