15 ways conversation designers could use ChatGPT
People from all industries and professions have gotten a hold of ChatGPT and have begun to understand the potential power of NLP technologies. In the field of conversational AI, for obvious reasons, there’s been a LOT of talk about whether a future version of ChatGPT would negate the need for conversation designers. The reactions from […]
How to achieve better customer service during seasonal spikes
We’ve written about novel uses of personas, how AI improves a human’s work, and how holistic AI is the future of customer service. There’s countless ways those concepts can be applied to organisations. Let’s consider seasonal spikes.
Nova KBM’s AI assistant is more successful than anyone dreamed
Here’s how Nova KBM, a market-leading Slovenian bank, automated its customer engagement, and the results it saw.
ChatGPT: the good, the bad and the future
It’s been a week since the launch of ChatGPT, Open AI’s latest large language model (LLM), which has taken the AI industry by storm. Many have posited that it could replace Google search, even kill Google. Some have asked whether it could replace customer service agents. A few have questioned whether it will change the […]
Top 10 conversational AI trends for 2023
Vonage hosted the ‘What’s Next for Conversational AI’ panel during VUX @ VOICE22, a full day of VUX World programming at VOICE22 in Arlington, VA.
5 steps to selecting the perfect partner for conversational automation
Recently, we wrote about Florida Blue’s multi-channel assistant. A Visual IVR system with a voice assistant that helps the health insurance company’s customers apply for replacement Digital ID cards.
Is our love for the web holding us back?
Many of the brands Kane interviews on VUX World are taking careful 1st steps into conversational AI. They already have a website, they have a smartphone app, they have a contact centre, and they’ve begun creating a chatbot or voicebot. The majority of those brands are from America and Europe. In emerging markets it’s a […]
Why you should take data privacy more seriously
Sometimes I tell people I work in conversational AI and they say “I don’t have an Alexa or Google Assistant because I don’t want tech companies to record everything I say.” Have you experienced the same? We could break down their statement. We could point out that their mobile phone also has the potential to […]
Why should you measure bots like humans?
You’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates (how many callers were serviced by the bot without any help from a human agent). They might also measure CSAT (customer satisfaction score) and NPS (net promoter score).
Holistic AI services: the future of CX?
We have best practices when implementing Conversational AI – find the repetitive tasks you do every day that don’t require analytical thought to solve, and then see if they can be solved with an automated system. We know it works. That’s great. We have a starting point! But what’s after that? If you tackle the […]