How AI Is Changing Customer Service in Europe: What BPO Providers Actually Deliver
Adoption is nearly universal. Integration is not. The gap between the two is where most of the real story about AI in customer service actually lives. Share on Table of contents Eighty-eight percent of contact centres report using AI in some form. Only 25% have fully integrated it into daily operations. That gap, more than […]
Agentic AI in Contact Centres: Between the Promise and the Reality
Agentic AI is everywhere in conferences, analyst reports and vendor pitches. It exists, it works, and it already delivers measurable results in certain contexts. But between what it does in demos and what it actually deploys operationally in a contact centre, there is a gap that few articles take the time to measure honestly. This […]
