2026 Frost Radar™: How Convai’s Oration powers Probe Group APAC CX excellence.

Probe Group, the parent company of Convai, has been recognised as an 'Innovator' in the 2026 Frost Radar™ for Customer Experience Management in Asia-Pacific.

Probe Group secured a place among a competitive cohort of just 21 organisations after a rigorous assessment of over 100 qualified companies across the APAC region. Probe Group is the only ANZ-headquartered provider recognised in this year’s evaluation.

Driving transformation through innovation

The Frost Radar™ 'Innovator' category highlights companies with a strong foundation in research and development, pioneering new concepts and driving technological advancement through disruptive thinking.

For Probe Group, recent innovation milestones have been anchored in Oration, Convai’s flagship conversational AI platform. Oration is a world-class agentic AI engine, featuring natural language intent resolution and automated self-reinforcement capabilities that continuously improve accuracy over time.

This technological leap has proven to be crucial in delivering tangible business value for our clients within a market increasingly shaped by AI advancement. As the Frost Radar™ report highlights:

"Digital and AI transformation roadmaps have been developed for a substantial majority of [Probe Group] key client accounts, incorporating Oration to extend the capabilities of third-party platforms like Genesys Cloud, Salesforce and Microsoft Azure. The proactive roadmapping approach supports client retention and creates structured pathways for expanding share of wallet as clients progress through their digital maturity journeys."

Cross-sector impact across ANZ

Combining Convai’s AI capabilities with the operational expertise of Probe CX and Innovior has enabled Probe Group to deliver AI transformation outcomes across multiple sectors in Australia and New Zealand. Recent implementations include digital deflection initiatives, intelligent IVR deployments, automated quality management and conversational AI tailored for culturally specific service contexts.

A standout example of this last item is Oration’s integration of the Te reo Māori language. The Frost Radar™ report notes:

"Convai’s development of a bilingual voice AI supporting a minority indigenous language represents a notable and, to Frost & Sullivan’s knowledge, globally unprecedented application of conversational AI in a production enterprise environment."

Delivering real-world value

Reflecting on the recognition and Oration’s role in achieving it, Mike Banbrook, CEO of Convai, shared:

"The biggest opportunity in contact centres isn’t aiming for full automation overnight. Our strategy focuses on a systematic approach that delivers immediate wins, then stacks incremental value over time without breaking the customer experience. Recognitions like the Frost Radar™ validate that this approach is truly working and demonstrates the real-world value of agentic AI platforms.”

Since launching in 2020, contact centres using Oration have collectively reclaimed more than half a million hours and Oration has now surpassed 100 million conversations across Australia and New Zealand.

Take the next step

Download the complete 2026 Frost Radar™ Report to see how Probe Group and Convai are shaping the future of CX across Asia-Pacific.

Ready for your next win? Reach out to our team today and let’s discuss how we can build a safe, scalable automation strategy tailored to your business.