Contact Centres
Contact centres are being transformed by AI, automation, and new customer expectations. Explore how AI chatbots, virtual agents, and agent assist tools are reshaping customer support, improving efficiency, and enabling more scalable, high-quality service experiences.
AI Strategy
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May 18, 2026
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2 min read
Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home
New research from Sinch points to a governance crisis in CX AI, with infrastructure problems at the root
AI Strategy
+11
May 18, 2026
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2 min read
Fin Launches Operator: an AI Agent to Manage Customer Support AI
The new agent handles everything from knowledge base management to AI configuration
AI Strategy
+10
May 15, 2026
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2 min read
Avaya Infinity Brings Contact Centre AI to avatarin's Robots
The partnership marks one of the first deployments of contact centre technology inside physical AI robots
AI Strategy
+10
Apr 30, 2026
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2 min read
Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears
New Gartner data shows AI is reshaping customer service workforces through role redesign and attrition rather than the mass layoffs many predicted
