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A conceptual framework for improving human-AI collaboration in customer service within South Africa’s financial sector

Baloyi, Prince; Fanta, Getnet; Nel, Hannelie (15th International Scientific Conference “Business and Management 2025”, 2025)

AI-driven tools such as chatbots, virtual assistants, and automated response systems have been widely adopted in South Africa’s financial services sector. These technologies offer advantages such as handling routine ...
A proposed framework for developing a corporate roadmap towards sustainable innovation and technology adoption

Macfarlane, Matthew; Pretorius, Marthinus; Nel, Hannelie; Fanta, Getnet (15th International Scientific Conference “Business and Management 2025”, 2025)

In 2016, a beverage company in South Africa called Alpha underwent a major merger and change of ownership whilst trying to navigate a challenging macro environment. As a result, conflicting business models and ...