Organisations are putting serious money into AI for service and support, and agentic AI is fast becoming the next big investment for the IT service desk. A Gartner survey of 199 service and support leaders, published in August 2026, found that AI spending has grown by 38%, while overall service and support budgets have grown
Most IT leaders don’t wake up thinking about “digital transformation.” But they do think, every day, about the pieces of their employee service ecosystem that aren’t working. The ticket queue never clears. An approval sits stuck in someone’s inbox. One system won’t talk to another. Employees get frustrated because none of it feels as easy
Every department has its own version of the same complaint: the tools are there, the data exists, but nobody can find it fast enough to act on it. Legal can’t locate a contract without checking seven systems. IT can’t see its own endpoints and security posture in one place. Customer service is stitching together five
The Hidden Cost of Disconnected Systems (And Why ‘Automate It’ Isn’t the First Step) Read More »
Nearly every C-suite leader expects AI to lift productivity. Recent research from Kore.ai tells a different story on the ground: a majority of employees using AI say it has added to their workload, not reduced it. It’s a clear signal that workplace AI adoption is running ahead of the groundwork needed to support it. That
Workplace AI adoption: why it isn’t paying off yet Read More »
Behind every client project at Think Tank, there’s a team keeping the business running. In this instalment of our behind-the-scenes series, we sat down with Allison from our HR team to find out what her role actually involves. What Allison’s focused on right now Right now, Allison’s focus is on bringing more of Think Tank’s
Behind the Scenes: Building Think Tank’s HR Foundation Read More »
We built a CRM integration cost calculator because most vendor conversations start the same way: replace the thing you have. That is the easiest pitch to make and usually the wrong answer. Most companies do not have a CRM problem. They have a connection problem. The CRM works. It just does not talk to the
Our new calculator shows what it costs to extend the CRM you already have. Read More »
Autonomous Endpoint Management: Why IT Teams Are Moving Beyond Manual Fixes Most IT teams know the feeling. A device falls out of compliance. A patch gets missed. An incident sits unresolved for hours. Nobody notices until a user complains. This isn’t a resourcing problem. It’s a visibility and automation problem, and it’s exactly what autonomous
Autonomous Endpoint Management: Why IT Teams Are Moving Beyond Manual Fixes Read More »
Choosing an enterprise chatbot platform in South Africa looks different from the same decision made anywhere else. Most evaluation guides cover uptime, languages, and integrations as generic checkboxes. But South African IT leaders face a specific set of conditions: high WhatsApp adoption, eleven official languages, data costs that shape customer behaviour, and POPIA compliance requirements
Enterprise Chatbot Platform South Africa: A Buyer’s Guide Read More »
Everyone is investing in agentic AI to improve customer experience. Chatbots, virtual assistants, predictive campaigns – the ambition is genuine. So why does the experience still feel fragmented? The answer isn’t the AI. It’s what the AI has to work with. Most enterprise teams operate across a patchwork of platforms: CRM, CDP, contact centre software,
Agentic AI Customer Experience: Why Infrastructure Matters Read More »
Kore.ai launched its Artemis platform in May 2026 with a ground-up redesign of how enterprises build and govern AI agents. At the centre of that redesign is Agent Blueprint Language (ABL), a compiled, declarative language that standardises how agents are defined, validated, and controlled before they ever reach production. The problem it solves Most organisations
Kore.ai Artemis: Why Agent Blueprint Language Changes Enterprise AI Read More »
