Ethical conversational AI in customer engagement now sits on the frontline of customer interactions. From WhatsApp support and chatbots to automated onboarding and sales journeys, conversational AI is no longer experimental – it’s operational. And once AI represents your brand, ethics stop being theoretical. Much of the conversation around AI still focuses on speed, efficiency, […]
Ethical AI Isn’t Optional in Customer Engagement Read More »
While generative AI lowered the cost of creation, Agentic AI is lowering the cost of action. Generative AI took the world by storm in 2022. It could write, summarise, design, and converse with human-like fluency. Yet, despite its widespread adoption, enterprise productivity barely moved. In fact, McKinsey reports that while 78% of enterprises have deployed
Agentic AI vs Generative AI: Key differences enterprises need to know Read More »
AI-Driven IT Cost Management: Aligning Spend with Strategic Value Key Takeaways AI solutions address major IT cost optimisation challenges by proactively identifying underutilised software licenses, over-provisioned cloud resources and redundant applications. AI-driven IT cost management enables IT teams to optimise costs strategically, shifting focus from expense management to value creation and innovation. AI allows CIOs
AI-Driven IT Cost Management: Aligning Spend with Strategic Value Read More »
For many organisations exploring conversational AI integration in South Africa, the excitement often fades once it’s time to connect these new tools with long-standing systems. Legacy IT remains the backbone of most businesses — reliable, familiar, and deeply embedded in daily operations. But when new AI technologies arrive, especially those designed for real-time interaction, that
Bridging Legacy IT and Conversational AI Integration in South Africa Read More »
In 2025, companies are moving fast with AI – shifting from isolated experiments to fully integrated workflows that make a real difference. Kore.ai is helping organisations accelerate digital transformation with AI agents for enterprise automation by improving productivity, customer experiences, and operational efficiency. They do this with AI agents for Work, Service, and Process. These
How AI Agents Are Changing Work, Service, and Processes Read More »
Agentic AI is making waves across various industries, and its potential to transform ITSM is undeniable. With all the talk about agentic AI capabilities, you are probably daydreaming about streamlining ITSM processes through automated incident management, automated change risk analysis, improved efficiency through service desk automation, or enhanced service quality with predictive maintenance. But you
Is Your ITSM Environment Ready for Agentic AI? Probably Not (Yet) Read More »
At Think Tank, our AI innovation initiative in partnership with the University of the Western Cape (UWC) is driving faster, smarter internal collaboration and business improvement. That’s why, in partnership with the University of the Western Cape (UWC), we recently launched an internal AI innovation initiative focused on making our own teams faster, more effective,
Think Tank AI Innovation Initiative with UWC | Internal AI Read More »
Key Takeaways Concerns around AI-fueled cyber attacks could be pulling cybersecurity teams’ attention away from prioritising prominent known threats. Today, AI is most often used to amplify the speed and scale of existing attack methods rather than create new AI-generated threats. Cybersecurity teams need an effective risk-based prioritisation strategy to identify and mitigate the real-world
AI Threat Hype in Cybersecurity: Focus on Real Risks Read More »
As automation and AI continue to shape the future of IT service management (ITSM), there’s one truth we’re holding on to: the most effective IT solutions still need a human touch. The rise of AI and machine learning has transformed the way businesses manage IT operations. From intelligent ticket routing to predictive analytics, AI is
AI Is Here to Help, Not Replace: The Human Touch in ITSM Read More »
Technology is advancing at an unprecedented rate, and nowhere is this more evident than in the role of the Chief Information Officer (CIO). As organisations navigate the complexities of digital transformation, the influence of artificial intelligence (AI) and emerging technologies is becoming more pronounced. To gain insight into these shifts, we turned to leading CIOs
The Future of CIOs: AI and Emerging Technologies Reshaping IT Leadership Read More »
