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GenAI: Agent ally or a headache? Thinking of supercharging your contact centre with Generative AI? Great idea. However, artificial intelligence is only as effective as the training it receives. Do it well, and you’ll have a sharp, reliable sidekick driving faster resolutions and higher CSAT. Here’s how to make your Generative AI truly brilliant: - Feed it with rich data: call transcripts, chat logs, and customer profiles. - Teach it your industry’s terminology, local slang, and nuances. - Allow it to learn from live calls and continuously improve. - Enable it to escalate ambiguous cases to human agents. - Make it multi-channel savvy for a seamless experience. - Present suggestions, not commands. Agents will adapt more easily. - Address bias and disparities to ensure fairness. - Continuously validate its performance across touchpoints. Otherwise, AI could become more frustrating and inaccurate than a helpful ally for your CX agents. How are you preparing your GenAI to shine? Uncover more about how Generative AI is transforming CX: https://hubs.ly/Q03dQC9D0 #GenerativeAI #ContactCentres #CustomerExperience #CXStrategy #ArtificialIntelligence #AITraining #DataLabelling #DataAnnotation

Give your AI countless laser detectors. Imagine an autonomous vehicle ???? as a blind giant. Now, give it the ability to see with remarkable clarity, cutting through the darkest night and the thickest fog. This is what LiDAR does. It collects 3D data that fuels AI models, which is essential for artificial intelligence to navigate the world, even in the most challenging conditions. ???? LiDAR's power lies in creation highly accurate 3D representations of the environment. Unlike traditional cameras, it uses laser pulses to measure distances and create point clouds, resulting in a detailed spatial map. However, like any raw data, LiDAR information requires precise annotation for AI applications. Algorithms need to understand what they’re seeing, and this can be achieved by tagging each set of points, such as cars, pedestrians, cyclists, traffic lights, etc. ????♀??? But that’s not all. Semantic context must be added to object labels, providing essential details like distance and proximity. By understanding how far away recognised objects are and how their positions change, AI can interpret conditions in real-time, predict behaviour, and make informed decisions, such as: - Adjusting speed for safe and smooth navigation. - Prioritising pedestrian safety with proactive braking. - Adapting to environmental changes or unexpected events (obstacles). - Managing car systems based on weather conditions and road surface variations. Although LiDAR annotation requires specialised techniques, such as 3D bounding boxes to define an object’s position and polylines to map road features, its impact is undeniable. With high precision and integration with various sensors and cameras ??, it transforms AI capabilities. In the end, LiDAR annotation boosts algorithms to make better decisions, leading to: - Enhanced safety in complex situations. - Optimised performance in most conditions. - Reduced collision risks, regardless of object type or environmental factors. - Minimised potential errors that humans may overlook. It's also worth to emphasise: LiDAR technology faces challenges such as high costs and reduced performance in heavy rain conditions. However, ongoing advancements continue to mitigate these limitations. Additionally: LiDAR data collection and annotation aren't just for autonomous vehicles ??. They can also efficiently power: ??? Smart Cities: Supporting urban planning and traffic management. ?? Robotics: Improving navigation and object detection. ?? Industrial Automation: Enabling precise control and monitoring. Explore the intricacies and excitement of data labelling and annotation: https://hubs.ly/Q03dsjf10 #LiDAR #AutonomousVehicles #AI #MachineLearning #FutureTech #DataAnnotation #PointCloud #AutonomousDriving #AIrevolution #SmartCities

Turn your CX cost centre into a growth driver. Imagine a world where every CX team member has a tireless, brilliant assistant available 24/7 who effortlessly turns complex tasks into simple actions. An ever-energetic, super-creative partner who generates ideas, content, and solutions before you even finish your request. Accurate, precise, and always ready to help. Present wherever manual tasks take hours or days—automating them in seconds. Delivering insights through text, images, audio, or code—seamlessly integrated into your workflow. Generative AI makes all this possible. ?? For CX, this means: - Turning agents into superheroes armed with real-time, personalised response suggestions to enhance customer satisfaction. - Empowering managers with insights into shopper sentiment and emerging issues —to enable proactive decision-making. The goal is to transform customer experience from a cost centre into a growth driver. Challenges also appear. Yet, with the right strategy, oversight, and continuous refinement, no obstacle is too great. Fully automated future interactions? Not quite. The true power lies in humans and AI working together, combining their strengths in perfect harmony. Karim Lakhani, a professor at Harvard Business School, put it best: "AI won’t replace humans, but humans with AI will replace those without it." ?? Inspired to read more? ?? Read our new article on Generative AI in CX. Uncover its real impact and key risks, and find out what’s next: https://hubs.ly/Q03d4Nhk0 #GenerativeAI #CustomerExperience #CXInnovation #CXStrategy #FutureOfCX #CustomerSatisfaction #CXTransformation #AIRevolution

Spring cleaning alert on March 21! ???? Does your CX spark joy, or is it cluttered with outdated processes and tangled customer journeys? It’s time to sweep away frustration and mop up messy interactions. ???? Ready to declutter and enhance your CX? Scrub out inefficiencies. - Create a clear path to omnichannel unification. - Organise consistent experiences across every platform, from chatbots to live agents. AI-driven personalisation solutions can also help—no rubber gloves required! And if your cleaning assistants are ready to throw in the towel, let automation do the heavy lifting. Remember: A well-kept CX leads to happier, more loyal customers. (And no, sweeping complaints under the rug doesn’t count as polishing.) ?? ?? Discover more about how to give your CX a spring refresh: https://hubs.ly/Q03cSWBs0 #SpringCleaning #CustomerExperience #CX #DeclutterYourCX #SparkJoy

We’re delighted to welcome Gergana Natcheva as our new Head of Business Solutions.????? In this role, Gergana will: ? Lead bid strategy and business initiatives, driving competitive proposals, pricing optimisation, and strategic growth. ? Bring a fresh perspective with data-driven solutions and cross-team collaboration, from launch through design to implementation. A bit more about Gergana:? ? Extensive experience navigating complex business challenges in CX Transformation, Trust & Safety, Infrastructure, and Applications for global corporations.? ? Proven track record of securing multi-million-dollar contracts.? ? Strong educational background: BA in Computer Science and an MBA in Global Business.? ? Active advocate for Women in CX & Tech.? We genuinely believe Gergana’s outstanding experience, impressive knowledge, passion for innovation, and forward-thinking approach will propel our Business Solutions division forward.? We’re excited to welcome Gergana aboard!? ?? Read more:?https://hubs.ly/Q03cHFrr0 #NewLeader #BidExcellence #ContractManagement #BusinessSolutions #BPO #CustomerExperience #TrustAndSafety #WomanInTech?

?? If cybercrime were a nation,?its economy would rank third globally. As the digital landscape expands, so too does its shadow side. - Malicious actors - Cyber thieves - Deepfake manipulators - Disinformation architects - Users seeking harm - Covert spies - Social engineers - And many more They all make life harder for the good, costing money, reputations, and mental health, impacting businesses, individuals, and society. Cybercrime costs are projected to reach $10.5 trillion annually by 2025—up from $3 trillion in 2015. It is the largest transfer of economic wealth in history (Cybersecurity Ventures). This surge is driven by the transformation of isolated threats into sophisticated networks capable of orchestrating complex attacks, coupled with increased digital activity globally. We can stop this—collectively, independently, within organisations, and across communities. The aim is to ensure the digital space remains resilient and secure through: - Combating harm and abuse - Championing privacy by design - Conquering AI bias - Fortifying incident response - Protecting data and assets at all costs - Mastering cybersecurity These are all key puzzle pieces in a T&S strategy that genuinely matters. Your move? ?? Download the White Paper. Explore impactful solutions transforming Trust and Safety: https://hubs.ly/Q03ctyhm0 #TrustAndSafety #AI #ContentModeration #Cybersecurity #DataPrivacy #DataLabelling #DataAnnotation #DataProtection #CybercrimePrevention #OnlineSafety #AIethics

?? AI’s brilliance starts with labels. Yet, labelling data isn’t just an administrative task—it’s engineering trust. It’s about coding your AI’s ethics, IQ, and agility. Mess this up, and your models inherit bias, gaps, and mediocrity. Here are the five deadly sins of 2025: ?? Bias Bombs: Sloppy labels code prejudice into AI. ?? Privacy Minefields: One leak = torched trust. ???? Expertise Drought: Need rocket scientists to label tumours, lawyers for contracts. ?? Real-Time Roulette: Lag = death (healthcare) or disaster (security). ?? Auto-labelling works well until the tough cases start hallucinating. A Remedy? Choose your strategy wisely. Here's what you have: ? Hire AI Assistant → Automate labelling and annotation. Speed up processes. Cut costs. ? Engage Fake Data → Simulate the impossible. Fill gaps where real data is scarce. ? Enable Real-Time Edge → Annotate on the spot—power instant AI decisions. ? Hunt Bias → Audit now. Correct or face the fallout. ? Crowdsource + Vet → Scale fast. Maintain ironclad quality. ? Monitor Quality → Auto-flag errors. Detect inconsistencies before they derail AI. ? Catch Errors Early → Detect mistakes before they corrupt your model. ? Handle unpredictable? → Trigger tasks instantly based on real-time events. ? Train Annotators → Equip teams with precision skills. ? Lock Data → Encrypt like a fortress. ? Standardise → Kill chaos. Create a structured, scalable data pipeline. ? Error Exterminators → Auto-flag trash. Prevent AI hallucinations before they happen. Done right? - These strategies can supercharge your AI, ensuring faster, more reliable, and ethical solutions, scaling operations effortlessly while protecting data integrity at every turn. - Proper labelling cuts unfair outcomes by?35%?(McKinsey). Brutal truth? - Sticking with inefficient labelling services means you’re not building AI—you’re baking debt, not intelligence. Definitely not the outcome you're aiming for. Explore more insights into data labelling and annotation: https://hubs.ly/Q03cgVlm0 #DataLabelling #AI #SmartAI #DataAnnotation #EthicalAI #BiasInAI #AIethics #AIstrategy #TechSolutions #AIinnovation #MachineLearning #DataIntegrity #AIdevelopment #AItrends

What works in London won’t work in Tokyo. Omnichannel in CX isn’t just about having multiple touchpoints—it’s about aligning them with local habits, regulations, and expectations. Customer preferences vary by geography, for example: ? French consumers expect quick, real-time responses. ? Germans prioritise privacy in interactions. ? In India and Thailand, customers favour online channels. ? South Koreans prefer minimal human support. ? In China, email is nearly extinct—super apps rule. ? Rich media messaging is preferred in the UAE. ? In the U.S., phone calls still dominate. ? Brazilians demand flexible, on-demand interactions. ? South African CX primarily relies on telephone, email, and WhatsApp. The differences can be subtle at times and game-changing at others. Yet, when brands push the same omnichannel strategy everywhere, it results in frustration, missed opportunities, and lost customers. As global markets become more interconnected, maintaining distinct cultural identities is crucial. Blending global reach with local relevance means: ?? Recognise regional expectations. ?? Adapt touchpoints to local habits. ?? Personalise interactions based on culture. ?? Embrace region-specific channels. ??? Respect local regulations and compliance. ?? Continuously test and optimise your strategy. When done right, brands with a strong omnichannel strategy retain 89% of their clients—compared to just 33% for those that don’t (Aberdeen Group). These numbers speak for themselves, don't they? Explore more on how customer expectations differ across cultures: https://hubs.ly/Q03c1JfL0 #OmnichannelCX #CustomerExperience #MultichannelEngagement #CX #GlobalCX #OmnichannelExperience #CustomerSatisfaction

Celebrating customer questions? Absolutely. They’re not just tickets but litmus tests for your brand’s competence. Why is this important? Consumers in 2025 don’t “ask.” They demand. "Fix my broken API sync NOW, not tomorrow." "Why’s your chatbot contradicting your email team?" "I need this sorted before my 11 am Zoom." The brutal truth? ??? Basic answers = basic trust. ??? Slow replies = reputation erosion. ??? Channel-switching = loyalty tax. Still using “we’re here to help” as a CX strategy? Your customers revoked that script in 2022. This is the reality: Your agents aren’t “support staff” anymore. - They’re multi-platform detectives, integration whisperers, memory banks?recalling your 2019 complaint?and?2025 contract, and crisis negotiators—all before lunch. Your playbook? ? Anticipate issues, don’t react. ? Augment brains, don’t replace them. ? Integrate systems, don’t silo chaos. ? Empower agents, don’t script drones. Your reward? ?? Customers who stay. ?? Competitors who sweat. ?? Revenue that sticks. Toast to the teams who: ? Crack 7-layer tech crises in 6 mins. ? Dance across four channels without missing a beat. ? Know your history?and?your next move. ?? Happy International Ask a Question Day! #CXExcellence #CustomerExperience #CXStrategy #AgentEmpowerment #TechSupport #CXTrends #AIandCX #CustomerLoyalty #NoScriptsJustSolutions #QuestionAskDay

Ever wondered who stands in the shadows, keeping your kids safe online? Content moderators – the silent heroes and invisible first responders of our digital world. We scroll past the disturbing content they’ve already removed, never seeing the horrors they face daily. The fact is, moderators' mental health is often at risk, yet many of us remain unaware. High stress, low mood, depression, sleep disorders, and anxiety—these are just some of the mental health issues they experience, sometimes leading to more serious clinical conditions. Not all moderation jobs are the same, of course. The risk of exposure to harmful content is higher on social media platforms due to the massive volume of user-generated materials, compared to e-commerce services, where the primary challenges are fake products and policy violations. For example, in Q3 2024 alone, Facebook removed 11 million pieces of violent and graphic content (Statista). That's an alarming amount! How can we address the issue? Companies must strengthen wellness and resilience strategies across the entire employee journey: - Share mental health resources. - Provide resilience and stress management training. - Offer psychological support. - Run workshops to improve mental health awareness. - Embed preventive trauma detection systems - Provide mental health days, gym memberships, and personal time. - Encourage flexible hours, breaks, and time off. - Support hybrid/remote work options. And what about us, the users? Think twice before posting or sharing inappropriate content. Report harmful material when you see it. Educate others. You can help make the internet a safer place, don’t you think? Explore more insights on wellness and resilience: https://hubs.ly/Q03bJfMD0 #ContentModeration #WorkplaceWellbeing #MentalHealth