The proof is in your data: conversation analytics at scale with Andrew Moorhouse

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Kane Simms
  • Founder and CEO at VUX

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About this episode

Andrew Moorhouse joins us as he shares that the proof is in YOUR data!

Andrew Moorhouse has worked with the world’s leading consulting firms and household name brands to understand what’s really going on with CX performance. Is live chat really all it’s cracked up to be? Is NPS any good? Can it be predicted based on common conversational markers? What should you really be focusing on in order to move the needle with your customer experience automation programmes? Andrew shares all.

In this episode

00:00 Introduction
02:40 Welcome Andrew
12:40 Orchestrating journeys appropriately
30:50 Different channels
44:07 Assessing whether use cases are appropriate
48:00 Volume of transactions
51:57 Conversational intelligence technology
1:00:50 First building an application
1:13:55 Making procurement decisions
1:20:00 Status of payments
1:21:50 Outro

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Check out some of Andrews articles below!

Predicting NPS using AI and 10,000 LivePerson Transcripts

Death of Live Chat

It’s time to rethink Conversational AI

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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