Intelligence from the Frontline of AI
Contact centre trends, AI voice agent guides, and case studies from ASEAN & MENA.
Introducing the Benchmark Explorer
We evaluated fourteen ASR models on 1,899 Malaysian speech samples. Then we built a tool that lets you hear the audio, see every model's output, and understand where each one fails — and why.
Introducing the Malaysian Speech Benchmark Dataset
A human-annotated evaluation dataset for Malaysian Malay speech: 1,899 samples across 12 domains, why it ships as a public and a private split, and what it cannot do.
More articles
IVR vs AI Voice Agent: Full Replacement or Hybrid — How to Decide
The choice is not binary. Here is the decision framework ASEAN contact centres use to determine whether full IVR replacement or a hybrid approach delivers better ROI for their operation.
How to Calculate Contact Centre AI ROI Before You Buy
Most vendors quote ROI from industry averages, not your numbers. Here is the four-input formula ASEAN enterprises use to calculate payback period before signing anything.
Why Your IVR Is Killing Customer Trust in ASEAN
Legacy IVR systems were built for a market that no longer exists. Here is what the data says about customer drop-off in Malaysia, Indonesia, and the Gulf — and how enterprises are fixing it.