Resources

Practical thinking on AI, automation and the evidence behind it

Articles for the view, guides for the method, whitepapers for the full working. Written by the people who deliver the work, for the people accountable for it.

Latest
Latest guide · Voice AI

How to launch an AI voice agent in a regulated contact centre: a 10-step checklist

A 10-step checklist that runs governance alongside the build: choosing the call type, setting the baseline, disclosure, handover, identity and payments, testing, controlled release and the evidence you keep each month.

Read the guide
Whitepapers

The full working

Longer research with the figures and the working. Read the summary here, then download the full paper.

All whitepapers
Whitepaper · Voice agents

Every call answered. Every answer on the record.

Published containment for AI voice agents runs from about a fifth to two thirds of calls, and in regulated firms governance takes far longer than the build. It is for contact center, operations, risk and technology leaders choosing which calls to automate and how to test the case.

11 pages · 16 min readRead the summary
Whitepaper · Agentic automation

Automate the process. Not the task.

Automation value sits in the end-to-end process, not the individual task, and agents now make it possible to automate the steps that needed judgment. It is for operations, technology and risk leaders in regulated industries who need to choose a first process, place each worker and govern it.

11 pages · 15 min readRead the summary
Whitepaper · Agentic automation

You don't need an AI team. You need the work done.

Most small businesses use AI, but only 14% of owners say it is fully integrated into core operations, because running it is the obstacle, not the technology. It is for owners and managers choosing what to hand over first and how to judge a provider.

10 pages · 15 min readRead the summary
Guides

Methods you can use today

Step-by-step methods, checklists and templates you can use on your own process without talking to us first.

All 16 guides
How to work out AI cost per task before you build
AI Cost

How to work out AI cost per task before you build

A step-by-step method for AI cost per task: model calls, tokens, hidden reasoning, price multipliers, checking and volume, with a worked example.

9 min read
EU AI Act Article 50 and 2 December: a checklist for UK and North American firms
AI Governance

EU AI Act Article 50 and 2 December: a checklist for UK and North American firms

What Article 50 of the EU AI Act asks of UK and North American firms, what changes on 2 December 2026, and a checklist to start now.

9 min read
An AI agent governance framework: a control template for regulated firms
Agentic AI

An AI agent governance framework: a control template for regulated firms

A fill-in template for governing AI agents: register entry, autonomy tiers, approval gates, logging, identity, kill switch and staged rollout.

9 min read
Articles

What is changing, and what it means

Our view on what is changing in AI, automation and governance, and what it means for the people accountable for it.

All 18 articles
Voice AI

The voice is the easy part

PolyAI says one UK bank's voice agent was built in about six weeks and governed in six months. Here is where the time goes, and what to put in front of your risk team in week 1.

5 min read
Voice AI

Containment is the wrong number

In PolyAI case studies and NS&I's GOV.UK record, voice agents in regulated service lines contain 21% to 42% of calls. That is a good result. What matters more is what happens to the rest, and to the callers who ring back.

5 min read
Voice AI

Your voice agent speaks for you. Who signed off what it says?

Disclosure, vulnerable callers, a route to a person, recording and payments: what the rules expect of an AI voice agent in a regulated firm, and a one-page sign-off sheet to complete before go-live.

6 min read
Explore by topic

How the topics connect

ETT’s resources are shaped around one idea: AI only creates lasting value when it is connected to the way the organization actually works. Strategy defines where to start, automation connects work across systems, data makes AI reliable, governance helps it scale with control, and infrastructure supports the workloads behind production AI.

AI Automation

Agentic AI, workflow automation, AI agents, business process automation and moving AI into day-to-day business use.

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AI Strategy

AI readiness, use case prioritization, roadmapping, adoption and moving from pilots to production.

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Data and Analytics

AI-ready data, grounding, dashboards, data quality, customer conversation intelligence and operational visibility.

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Governance and Security

vCISO for AI, model risk, prompt injection, compliance, data protection and safer AI deployment.

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Infrastructure

GPU hosting, MLOps, model deployment, AI infrastructure and production-ready technical foundations.

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Industry Insights

Sector-specific perspectives for finance, retail, manufacturing, healthcare, logistics and other enterprise environments.

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Start with what you are trying to solve

Guided pathways

You are exploring AI but unsure where to start

Start with content on AI readiness, use case prioritization and moving from ambition to delivery.

See where to start

You have pilots but no production value

Explore articles on operationalising AI, orchestration, governance and why AI projects stall before they scale.

See where to start

Your data is not ready for AI

Read about AI-ready data, grounding, data discovery, classification and how poor data affects automation.

See where to start

You need governance and risk control

Explore AI governance, vCISO for AI, prompt injection, model risk and safer deployment practices.

See where to start

You are looking at customer service automation

Start with conversational AI, voice automation, contact center AI and customer conversation intelligence.

See where to start

Which process would you improve first?

Tell us where your teams are losing time, where service is under pressure or where an AI initiative has stalled. We’ll help you explore the opportunity and define a practical next step.

Request an AI session Check your automation readiness

Around four minutes. Indicative guidance based on your answers.

Region & currency

Changes spelling, terminology, the data-protection regime named in our notices, and the currency used in indicative figures. It does not change where we are or quote you a price in your currency. ETT is headquartered in Dallas, with offices in London and Vancouver.