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.
How LNER’s digital human could revolutionise train travel
Bots take many shapes and forms, and each has their unique challenges. How about this one though – a digital human installed in a busy train station concourse in England?
Decathlon’s 5 year automation strategy took 6 months thanks to AI
Despite the pains and sadness of the pandemic, there have been some curious and exciting developments. The sudden jolt to normal life caused many brands to rapidly change, with many adopting AI faster than they had intended.
Landry’s find the perfect use case for a voice assistant
Landry’s Inc. is a US-based corporation that has 72 restaurant brands and 600 restaurants, hotels, casinos and entertainment destinations across the US, turning over $3 billion in annual revenue. The pandemic forced a shutdown of all their venues. When Landrys reopened, they faced a dilemma. They couldn’t recruit more call centre staff to handle customer […]