Author: Peter Philipp

Directing customers to digital support channels has long been a goal, but Agentic AI offers a way to make the experience more personable and seamless. For a long time, customers have come to expect personalisation of services and support – to a level that reflects an understanding of who they are, their communication preferences, the products and services they’ve purchased in the past, and what they might be interested in in the future. This expectation exists regardless of whether service is handled by humans or via more digital channels. As customer interactions have relied more on technology, an ever-increasing proportion…

Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare. But it isn’t ‘intelligent’—and it still has many limitations. Although ChatGPT has practical applications, we should take a cautious approach where we need to harness its power safely. The language model can generate answers in response to human inputs, but the accuracy of its responses is not always to be trusted. That’s because the…