Pranav Ramkumar

AI is reshaping customer experience, but choosing the right model matters more than ever. This article breaks down when to use LLMs or SLMs—and how to balance scale, cost, and efficiency in CX.

This blog explains why observability is critical in AI-driven CX, showing how monitoring, alerts, and insights can prevent failures and build customer trust.

AI Assistants are transforming customer support by automating repetitive tasks and empowering agents to focus on meaningful interactions. This guide answers key questions CX leaders have about using AI Assistants to boost efficiency and customer satisfaction.

As CX becomes increasingly autonomous, even the most advanced AI agents can fall short when faced with complex or emotional issues. This blog explores why escalation planning is essential to maintain service quality—and how businesses can design seamless human handoffs when automation reaches its limits.

Customer experience is a top differentiator, now driving 81% of businesses. But scaling AI for CX can quickly inflate costs. This blog guides you on balancing AI power and cost to keep CX efficient and ROI-positive.

As enterprises adopt generative AI, they’re moving from ad-hoc prompts to managed AI communication systems. Prompt governance is now essential—ensuring every AI response matches brand standards, complies with regulations, and evolves with business needs.

In 2025, AI tools are everywhere—but when they feel too human, they enter the Uncanny Valley and create discomfort. The fix? Build AI that’s clearly artificial yet genuinely helpful and trustworthy.

When customers switch channels, they expect the conversation to follow. Without cross-channel context, experiences feel fragmented—and trust breaks down. This blog explores how preserving context is key to seamless, scalable omnichannel CX.

Customers still face fragmented support—repeating issues across chat, email, and calls—because AI agents don’t talk to each other. The A2A Protocol fixes this by enabling seamless agent-to-agent communication for a smoother customer experience.