Opinion: Adjusting and transforming with AI technologies

When it comes to adopting the latest technologies and enhancing service delivery effectiveness, contact centres have been silently leading the way for years. Few other parts of the business have had to adapt so quickly to the demands of today’s connected consumers, first transitioning from voice to omnichannel and then to becoming engagement hubs supporting a growing number of proactive channels of customer interaction.

For some time now, the sector has also been at the...

How can the public sector use AI to identify fraud?

Accountability and transparency are essential for public sector audits. The public sector is under a watchful eye to ensure finances are being managed ethically and appropriately, whilst also being responsible for providing early warnings of financial pressures or failures. Due to COVID measures, there is currently a huge volume of funds being distributed to individuals or companies from the public ‘purse’, placing increased pressure on audits to ensure the funds are being used for...