HSBC knows the measure of a great digital assistant
There’s a good chance you’ve heard of HSBC as it’s Europe’s largest bank with nearly $3 trillion in assets.
Why should you consider conversation’s unwritten rules?
Human conversations don’t follow a map. Even if you try to plan your chat, things often go off-topic quickly. It doesn’t matter much. No matter what happens, humans are skilled at redirecting conversations and finding agreement on what they’re talking about.
Top 20 AI adoption challenges from 50+ organisations
Here are the top 20 AI adoption challenges from over 50 organisations that took part in a series of workshops I ran with Cognigy.
AI at Marks and Spencer: 2 current use cases
How do you take a quintessential British brand, steeped in tradition and history, with a legion of customers (quite a few who are in the older demographic) and transform it for the digital age? Here’s how M&S did it.
Why Aflorithmic is the WordPress of audio production
Sound production is complex but Aflorithmic helps people create automated soundtracks as easily as building a website.<!–more–> Sound designers and music composers make thousands of tiny choices in everything they do. That’s because there’s always so much to consider in their work – how does this sound relate to that visual, how can I make […]
How to connect any digital assistant to any call centre
Digital assistants need to be properly implemented in order to achieve their goals, and until now contact centres struggled with this for a number of reasons.
The 2 things holding AI assistants back (and it’s not tech)
We’ve long had a vision for what AI assistants could be capable of. Hal, Computer from Star Trek, Kitt from Knightrider, Holly from Red Dwarf, JARVIS from Ironman, Samantha from Her and so on.
A novel approach to designing bot personas
“There is no such thing as a voice user interface with no personality,” according to Voice User Interface Design, written by Michael H. Cohen, James P. Giangola and Jennifer Balogh in 2004.
Balto’s Real Time Index analyses 100m+ calls to enable agents to offer better CX
I previously asked whether AI companies in customer service are the next Google’s, Instagram’s etc. Here’s some evidence on how that might occur.
How ABN AMRO bank developed AI maturity
Although conversational AI has decades of history, there’s relatively few companies around who you would call mature in AI terms. But here’s one.