03 Jun, 2026
Part 5: AI in Digital Engagement – How To Make It Work
The problem with most AI strategies isn’t the technology, it’s everything around it By now, most organisations have realised conversational AI in digital engagement is no longer something “coming in the future.” It’s already here. The question is, how to make it work? Customers are using it every day, whether that’s through webchat, messaging apps, […]
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27 May, 2026
Part 4: Why Hybrid AI and Human Engagement Is the Only Strategy
Introduction: The Automation Fantasy The conversation around Hybrid AI and Human Engagement has become increasingly extreme. Every week there’s another headline claiming: AI will replace customer service teams. Call centres will disappear. Human interaction will become obsolete. And while conversational AI has undoubtedly transformed digital engagement, there’s a growing gap between what’s being promised and […]
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18 May, 2026
Part 3: AI Is Only As Good As Your Data
The Hidden Problem Nobody Wants to Talk About Everyone is talking about AI but very few are talking about data. Yet data quality is arguably the single biggest factor determining whether conversational AI succeeds or fails. AI can only learn from the information it is given. If that information is inaccurate, fragmented, duplicated, or incomplete, […]
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11 May, 2026
EU AI Act 2026: What Every Business Needs to Do Now
EU AI Act 2026: What Every Business Needs to Do Now The countdown to the EU AI Act 2026 enforcement deadline has officially begun. Businesses using AI can no longer afford to treat compliance as a future problem, it’s here now. The regulation introduces strict obligations for organisations developing, deploying, or integrating AI systems within […]
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25 Mar, 2026
Part 1: Conversational Artificial Intelligence is Ready – Your Business Probably Isn’t
Introduction: The Illusion of Progress From webchat and SMS to WhatsApp and social messaging, organisations are investing heavily in digital engagement tools that promise faster responses, lower costs, and better customer experiences through conversational artificial intelligence. Conversational AI is everywhere. And to be clear, the technology delivers. Omnireach by Saascoms is our globally successful digital […]
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11 Mar, 2026
Closed Data vs Open AI: The Compliance Risk Nobody Is Talking About
The AI Boom Is In Full Effect – But Not All Data Sources Are Equal Artificial Intelligence has rapidly become one of the most talked-about technologies in financial services, customer support and credit & collections. From chatbots and automated responses to predictive analytics and conversational AI, organisations are racing to adopt AI-driven tools to improve […]
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30 Jan, 2026
The Future of Customer Service Agents
Introduction What is the future of customer service agents? If you listen to the exponents of AI they will tell you the writing is on the wall for live agents. Technology will replace these jobs at a rapid rate, delivering better service for less cost. But what do we think will happen at Saascoms? What […]
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07 Sep, 2025
What is Agentic AI? And what does it mean for customer experience
Introduction You might just be getting your head around AI and the world of ChatGPT, Android Gemini and Apple Intelligence. However, the game has already moved on from Generative AI to Agentic AI. So what is Agentic AI? And what does it mean for customer experience? Agentic versus Generative – what’s the difference? Generative AI […]
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21 May, 2025
Self Service in Customer Contact: Empowerment, Efficiency, and the Saascoms Approach
Introduction In an era where digital convenience is expected, self-service in customer contact has evolved from a “nice-to-have” to a critical pillar of modern customer contact strategies. Consumers increasingly prefer resolving their issues on their own terms, at their own pace, without waiting in queues or navigating complex IVR systems. Organisations that empower customers with […]
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16 Apr, 2025
Call Centre Agent v AI Chatbot – who wins the customer service battle?
Introduction While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels and see why with Agent v AI Chatbot the best approach might be a hybrid one. Call […]
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