Pranav Ramkumar

Automation is designed to scale, but poor implementation can create digital traffic jams. Discover how to identify when AI is slowing down your CX and the steps to fix it.

AI made support faster—but without context, it still feels like customers are starting over. Contextual Intelligence is the CX differentiator that carries history and intent across channels so every interaction picks up where the last left off.

Not every ticket should be automated. Explore the economics of deflection to understand where AI saves money and where it risks losing your most valuable customers.

Most brands design for the happy path, but trust is earned during the exceptions. Discover why prioritizing edge cases is the ultimate differentiator for modern CX leaders.

What’s hurting your CX isn’t always visible. This blog explores how AI helps contact centers eliminate shadow work and scale smarter.

Customers don’t wait for perfect answers—they wait for fast ones. AI latency has become the deciding factor in modern CX.

Intent architecture is the backbone of CX automation. When intent taxonomies are unclear or overlapping, bots misread requests, routing breaks, and Agent Assist suggests the wrong help. A clean structure keeps AI accurate and consistent.

AI is reshaping customer experience—but real-world changes can cause AI drift, reducing accuracy over time. Without continuous monitoring and updates, CX quality can quickly slip.

Vertical AI delivers industry-specific, context-aware intelligence that fixes the accuracy gaps of generic AI. It powers precise, personalized customer interactions that improve satisfaction and loyalty.