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AI adoption in business: real examples, risks and lessons from UK leaders
AI: The good, the bad, and the ugly
Over the last six months, I have had the privilege of sitting down - virtually and in person - with leaders from across UK industries: energy, utilities, construction, law, manufacturing, media, education, and beyond. Not to sell anything. Not to run a workshop. Just to have an honest conversation about where they are with AI adoption and implementation.
What I heard was revealing. Not because everyone was doing extraordinary things with AI (some were, some weren't), but because the honesty in those conversations cut through the noise that dominates most AI discourse
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Unlocking Customer Service Efficiency with AI: A Comprehensive Guide
As businesses strive to enhance customer service, AI has become a powerful tool to streamline operations, reduce costs, and improve the customer experience. One of the most effective areas for AI integration is within a tiered customer service structure, commonly seen in industries like telecoms. This blog post explores how AI can be employed across different levels of customer service, with a focus on Tier 1 support, to maximise efficiency and drive value.
Understanding the Tiered Support System
Most customer service centres are structured in a tiered approach:
1. First Line Support (Tier 1): This is the initial point of
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