Why Google CCAI (Contact Centre AI) partnerships with contact centres is REALLY smart
Google Contact Centre AI (CCAI) services are becoming bundled into almost every contact centre you can find. Here’s why that’s a super-smart move from Google.
Why ‘containment rate’ is NOT the best way to measure your chatbot or voicebot
Here’s why ‘containment rate’ isn’t the right way to measure the success of your chat bot or IVR bot and the 3 things you should use instead.
A framework for consistently measuring the usability of voice and conversational user interfaces
Answering one of the questions we get asked repeatably: how to measure the usability of conversational user interfaces, like chat bots and voice bots, and their impact on customer experience. We’ve found Nielsen Norman group’s general usability measuring framework applies just as well in measuring the usability of voice and conversational interfaces and applications, too. […]
Top 10 voice marketing mistakes and how to avoid them
If you’re considering using voice assistants like Alexa and Google Assistant for marketing, here’s a few things to watch out for.
Is innovating first worth it?
Is being first to adopt conversational AI worth it? Or should you wait? The people that go first tend to make mistakes that the rest of the market can learn from. The concept of the fast follower is a very real concept, which is that, if you go second, you tend to learn from the […]
A difference between conversational AI and your website
One of the differences between conversational AI and, say, your website or most other channels that don’t rely on natural language is that…
You might not have a choice about voice
It’s ironic, but you might not have a choice about voice.
When will voice AI disrupt your industry?
Find out how voice AI is disrupting industries with Mike Zagorsek of SoundHound. Register here.
Does Apple hold the keys to ambient computing?
Radar sensing and voice match in home pod mini. Does Apple hold the ambient computing keys?
Apple HomePod Mini: what’s the deal?
What we like about the Apple Home Pod Mini… And it’s not what you think.