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

The team explained Corby’s features including transcript improvement capabilities, language support expansion to nine South African languages by year-end, and upcoming developments like the QA module and Agent Assistant that 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 Corby tool, while highlighting the need for proper change management when transitioning from sampling to complete call analysis.