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Yes, you can automate a legacy system without an API The short answer: Yes, you can automate work on top of a legacy system that has no usable API. The route is not a rebuild or a...

How to Budget for AI When the Price Model Is Shifting AI used to be simple to budget. You bought a licence, paid a fixed annual fee, and knew exactly what you were committing to....

AI Agents as Automations: What They Are and Where They Actually Work The term "AI agent" is appearing in every vendor deck and strategy conversation right now. Most of the...

What Comes After the Copilot Trial? A Guide for Regulated Financial Firms Most regulated financial firms that run a Microsoft 365 Copilot trial reach the same inflection point....

AI Voice Agents for Lenders: Where They Actually Pay Off, From Servicing to Arrears AI voice agents work in lending. But only when they are pointed at the right calls.

Can an AI Voice Agent Handle Insurance Claims Calls? Automating FNOL, IDV and Triage Yes. An AI voice agent can handle the early stages of an insurance claim call end to end:...

Are AI Voice Agents FCA Compliant? This article is for information purposes only and does not constitute legal or regulatory advice. Regulated firms should seek independent legal...

The conversation around AI virtual agents in UK contact centres has shifted from "should we?" to "where do we start?" That is progress. But for many mid-market operations teams,...

You have signed the contract. The demos are done, the shortlist is closed, and the board has approved the investment. The hard part is over, or so it feels. In practice, this is...

Research from CX Today puts a striking number on the table: 80% of tech specialists end up regretting their choice of CCaaS vendor. That is not a fringe outcome. It is the...