Daniel D'Souza

Crawl, walk, run: 28+ tactics for evolving your AI agent

Explore how AI assistants can grow with your business, starting with simple Q&A features to handling advanced tasks. Gain practical tips to improve your customer support, streamline work, and tailor interactions to every user, no matter where you are in the journey.

Daniel D'Souza

Agentic AI in the Contact Center: 2026 Landscape

Where agentic AI in the contact center actually stands in 2026, what Gartner and McKinsey forecast, and what the FCC's proposed AI disclosure and offshore call center rules mean for enterprise teams.

How to Move Your AI CX Pilot Into Production [2026]

78% of enterprises have AI pilots. Only 14% have reached production scale. Here is why pilots stall, what production-ready actually means, and a 90-day plan to get your deployment across the finish line.

What Ticket Deflection Rate Actually Means

What deflection rate actually means, what containment rates are realistic for enterprise AI chatbots, and the four metrics that tell you if your deployment is actually working.

Multilingual AI CX: How to Serve Global Customers at Scale

AI Agent Builder Security & Compliance [Enterprise Guide]

Evaluating an AI agent platform for enterprise? Here is what SOC 2 and GDPR compliance actually means for AI, the questions to ask every vendor, and why model flexibility matters for compliance posture.

The Best Omnichannel AI Customer Support Platform [2026]

Not all omnichannel AI support platforms are built the same. Here is how to evaluate shared agent logic, cross-channel memory, voice capability, and integration depth before you commit.