An AI agent without context is just a smarter chatbot
AI in customer interactions is getting smarter at lightning speed. But a better language model alone doesn’t guarantee better customer service. The real breakthrough comes when AI understands who the customer is, what’s going on at that moment, which information is reliable, and what action is needed. Context is what sets apart a chatbot that […]
AI Act: Starting August 2, it must be clear when customers are talking to AI
The European Commission has published new guidelines on the transparency requirements under the AI Act. Starting August 2, 2026, organizations must make it clear when someone is communicating directly with an AI system. For customer interactions, this has direct implications for the use of chatbots, voicebots, and digital assistants. AI is increasingly becoming part of […]
August 2026 is fast approaching: Will your AI-powered customer interactions comply with the law by then?
Many organizations are now experimenting with AI in customer service. Voicebots answer questions, AI agents schedule appointments, and smart assistants support or replace parts of the customer service process. The benefits are clear: lower costs, better accessibility, and faster service. But while most of the attention is focused on the possibilities of AI, many organizations […]
AI is growing rapidly. But the real shortfall is not in technology, but in practical experience.
According to recent figures from Statistics Netherlands, one in six Dutch companies now uses AI. That is a doubling compared to two years earlier. Especially applications around marketing and sales stand out: of the companies that use AI, 35% use it for that purpose. Text mining, natural language generation and speech recognition are also clearly […]
How do you get started with RPA in 2025?
Implementing RPA (Robotic Process Automation) in 2025 starts with identifying repetitive, rule-based processes that are time-consuming. Start small with one high-volume process, such as invoice processing or data migration between systems. Choose software that fits your technical capabilities, involve your team from the beginning and work with a clear roadmap: process analysis, pilot project, testing, rollout and optimization. Most organizations see initial results within 3-6 months with 40-80% time savings on automated tasks. RPA is software that mimics human actions to perform repetitive computing tasks automatically. These digital robots can log into systems, copy data between […]
Why Lisanne Buik’s keynote was more than a story about AI
Between man and machine On April 15, 2026, Lisanne Buik stood before a room full of professionals at the Spoorwegmuseum in Utrecht during an event organized by Pegamento. It could have been a keynote like so many given on artificial intelligence: full of charts, future scenarios, tools, models and warnings about what organizations should not […]
Pegamento launches BreathSense AI: real-time emotion recognition via breathing in customer conversations
Update: Based on the responses, we’ve noticed that BreathSense AI came across as quite convincing. So, just to be clear: this concept was our April Fools’ Day prank for 2026. The fact that so many people immediately thought it was possible perhaps says more about just how quickly AI is developing these days. Pegamento as […]
The future of customer contact: This is how AI will become the engine of meaningful service in 2030
Customer contact is evolving faster than ever. Where contact centers ran on scripts, wait times and handling times for years, a whole new era is now emerging.In 2030, customer contact is no longer a cost, but a core strategic function that helps organizations grow, innovate and remain distinctive. At Pegamento, we see this movement on […]
What RPA training programs are available?
Find out which RPA training programs best suit your situation. From free online courses to €5000 intensive bootcamps – there are options for every background and budget. Basic skills can be learned in 2-4 weeks, while advanced certifications take 3-6 months. Online courses offer flexibility for working professionals, bootcamps provide quick results, and vendor-specific training leads directly to valuable certifications. The choice depends on your technical experience, available time and career goals in process automation.
How do you train employees for RPA?
RPA training requires more than technical instruction – it’s about creating support and eliminating fear of automation. Successful implementation combines hands-on workshops with transparent communication about job changes. By involving employees in process selection and showing how RPA eliminates boring work, you transform resistance into enthusiasm. The best results are achieved with gradual implementation and various training methods adapted to different learning styles within your organization.