What Happens to Customer Experience When AI Becomes Empathetic?
AI-powered customer service is still a young discipline. Early adopters of AI in the customer service sector focused on speed, scale and cost reduction, usually... Read more.
HIPAA Security Rule Overhaul Would Close Some Gaps, Opens Others
With the rapid pace of technological change and surging cybersecurity threats, few would argue that modernizing the HIPAA Security Rule, which establishes national... Read more.
Winning the First Wave of AI: The Rise of AI in Physician-Led Healthcare
Administrative burdens are piling up in healthcare: clinical documentation, inefficient EHRs, scheduling challenges, and endless insurance follow-ups. According... Read more.
Enterprises lay the data foundations for on-premises AI
Advances in technology can sometimes seem counterintuitive, such as the shift towards on-premises AI currently happening across healthcare, financial services and... Read more.
Conversational AI – From Voice to Experience
Press ‘Start call’ Agent: “Hi, I’m your event AI agent, how can I help you today?” The voice is fluid, not perfect but good enough. Me: “Erm, yeah, I... Read more.
More than a third of UK businesses dangerously unprepared for AI risks, new research from CyXcel shows
London, UK – 0500 hours BST, 17 June 2025 – Despite recognising Artificial Intelligence (AI) as a major threat, with nearly a third of UK organisations surveyed... Read more.
Beyond Bots: How Autonomous AI Agents Are Reshaping Enterprise Workflows
The promise of workflow automation has long captivated enterprises. From simple macros in spreadsheets to full-blown robotic process automation (RPA), businesses... Read more.
Designing AI that works the way people do: Rethinking AI adoption in the workplace
AI adoption in the workplace is rising fast, driven by leaders seeking productivity gains and employees hoping to benefit. But enthusiasm alone isn’t enough to... Read more.
Visual Agentic AI: Transforming Customer Service Through Intelligent Automation
Customer service remains a critical business function, yet many organizations struggle with inefficient support processes that frustrate both customers and agents.... Read more.
The Business Case for Small Language Models: Less Cost, Better Results
Businesses’ rush to adopt generative AI has followed a pattern familiar to those of us who have been around the tech industry long enough: you invest heavily in... Read more.