Seona Shaji

Multimodal AI is reshaping creativity, productivity, and human interaction—but it also blurs ethical boundaries. This article examines its rise and the urgent need for responsible governance in this new era of intelligence.

This blog explains why latency and noise resilience are critical for Voice AI in customer experience. Learn how delays and background noise affect satisfaction, and explore best practices, advances in speech recognition, and a checklist to evaluate vendors.

This blog explains how contact centers are boosting efficiency in 2025 by combining Voice AI and human agents. Learn how AI handles repetitive tasks while agents focus on complex issues, making every customer interaction faster and more personal.

Most customer interactions go unchecked, leaving valuable insights untapped. This article explores five best practices for AI-driven quality assurance to boost compliance, performance, and customer satisfaction.

This blog explains the spectrum of autonomous AI, from practical business use cases to the guardrails that prevent failures and shadow AI risks.

AI chatbots are transforming industries but can still make costly mistakes when unchecked. This article explains how red teaming helps stress-test chatbots to uncover risks and prevent real-world failures.

GPT-5 Pro brings advanced reasoning, extended memory, and autonomous workflows to customer journey automation. This article explores its benefits, enterprise use cases, and challenges.

Shadow AI is spreading fast as employees use unapproved AI tools at work, risking data leaks and compliance issues. This blog explores the dangers and how businesses can stay protected.

CX security has evolved beyond firewalls — with AI-driven systems, every customer interaction now carries new risks. This blog explores why CX security needs adaptive, AI-ready defenses to protect trust in a data-first world.