Artificial intelligence has moved from an experimental extra to an absolute necessity for modern customer operations. In a recent exclusive interview with ITWire, our CEO Dr. Mike Banbrook sat down to discuss why it is time to retire 50-year-old press-button phone menus and how conversational AI is reshaping contact centres across Australia and New Zealand.
Drawing on three decades of speech interface experience, Mike shares practical guidance for CX leaders looking to modernise their operations without getting bogged down in implementation complexity.
In this wide-ranging interview, Mike explores key themes shaping the industry, including:
The three universal call phases: How AI can be strategically applied across intent, identification and self-service without overcomplicating deployment.
Whether you are taking your first steps toward automation or refining an existing roadmap, this discussion offers valuable perspective on navigating the next era of customer service.
Get in touch with our team today to explore how these principles can be applied to your organisation.
