Seona Shaji

Multimodal AI is no longer futuristic—it’s reshaping how we live, work, and create. But with its power to drive productivity and creativity comes the risk of distortion, manipulation, and privacy breaches. This piece explores the rise of multimodal AI, the ethical dilemmas it raises, and the urgent need for clear guardrails to balance innovation with responsibility.

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.

Even top support teams can miss the mark, and most interactions go unchecked. AI changes this by analyzing every exchange for compliance, accuracy, and customer tone. This blog explains five best practices for AI-driven quality assurance in customer support to boost performance and 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 like banking, healthcare, travel, and law—but they’re not foolproof. From hallucinations to compliance risks, errors in high-stakes scenarios can be costly. That’s why companies are turning to red teaming—stress-testing chatbots to expose blind spots before they lead to public, expensive mistakes.

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 changing how employees use technology at work, often without approval or oversight. While it offers speed and convenience, it also raises serious risks for data security and compliance. In this blog, we explore why Shadow AI is spreading so quickly, the dangers it creates, and the strategies organizations can use to stay in control.

This blog explores how CX security has evolved beyond traditional firewalls in an AI-driven world. With rising data breaches across customer touchpoints, static defenses are no longer enough. We’ll look at why security is now a frontline CX issue and how adaptive safeguards can protect both customer trust and compliance.