- Resources
Resources
Research, analysis and guides on conversational and agentic AI in customer experience, written for enterprise AI and CX leaders.
Data and evidence
Research
Evidence from surveys, analyst forecasts and regulators, with the date beside every figure.
Points of view
Analysis
Arguments from the team behind the CAIS programme. Each piece takes a position and shows its working.
2 piecesVoice agents in a four-language city
English now leads at home in Singapore, and most people still switch languages. What that means for testing, routing and handoff in a voice deployment.
Cost per resolution is the number to put in front of the CFO
Average handle time rewards speed. When AI takes the routine work, the measure that holds up with finance is what each resolution costs in full.
Practical
Guides
Checklists, explainers and worksheets for the teams putting conversational AI in front of customers.
Ten questions worth bringing to CAIS 2027
Ten questions for delegates, grouped by the sessions on the agenda, with what a useful answer sounds like.
Conversational AI and CX events in Singapore, 2027
The main 2027 events in Singapore for conversational AI, customer experience and enterprise AI teams, with dates and venues from each organiser.
Testing a conversational agent before it meets customers
How to build a test set from real conversations, test actions safely, and keep testing after launch, using Singapore’s testing kits as the frame.
Identity and permissions for customer-facing agents: a checklist
Ten checks for any AI agent that can read or change customer data, drawn from the OWASP agentic list and Singapore guidance.
Designing the handoff from AI to a person
When to hand over, what to pass to the agent who picks up, and how to tell whether handoffs are working.
Singapore’s governance framework for agentic AI, explained
What the IMDA framework asks of organisations deploying AI agents, how it relates to the MAS guidelines, and where the testing kits fit.
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CAIS 2027, Singapore
Hear it first-hand from the people doing the work
A day of keynotes, panels and 1-on-1 meetings with senior AI, customer experience and technology leaders, on 7 July 2027.