In this Coffee with Callbi session, Rod and panellists Henriette, Nosihle, and Corey discussed AI implementation in customer experience management, emphasising the importance of responsible AI adoption, data security, and understanding AI’s limitations rather than embracing it uncritically.

The team explained Callbi’s features, including transcript improvement capabilities, the expansion of language support to nine South African languages by year-end, and upcoming developments such as the QA module and Agent Assistant, which will provide real-time guidance. They encouraged clients to provide feedback for product improvements and announced an upcoming demo session for those new to the Callbi tool, while highlighting the need for proper change management when transitioning from sampling to complete call analysis.