Articles

How Agentic AI gets stuff done in customer experience

Is the term Agentic AI new to you? Don’t worry. It seemingly became one of the most discussed terms in conversation AI overnight. Think of Agentic AI as an AI system that doesn’t just respond to your inputs but takes action on your behalf. This article will expand on that definition by summarising some key […]

7 reasons why you need a conversation designer

Do you know what a conversation designer does? If you do, then chances are you work in the Conversational AI industry. The rest of the world doesn’t seem to get it yet. Conversation designers have to remind people of their value constantly. That’s a shame because those who don’t know will often treat every automated […]

Why AI is a change project, not a tech project

AI is a change project, not a tech project. Why? Because success doesn’t rely on how good the technical solution is. It relies on how well it’s integrated and adopted. Think of any AI solution you could use in your organisation and I’ll wager that it will impact someone’s job somewhere. And how will they […]

The full stop problem: RAG’s biggest limitation

RAG (Retrieval Augmented Generation) systems are quickly becoming the go-to solution for those looking to leverage AI in business. But RAG systems have some inherent limitations that negatively impact user experience and prevent scale. One limitation, perhaps the biggest, is what I call ‘the full stop problem’. In this article, I’ll explain what that is, […]

Gen AI could revolutionise voice too

How has generative AI impacted the voice space? We’ve heard a great deal about LLMs being used in chatbots. While the most famous product is undoubtedly ChatGPT, LLM-based chatbots have been springing up everywhere, to varying levels of success. But what about generative AI for voice? There hasn’t been much fanfare about specific deployments. That’s […]

UX Research for Conversational AI Experiences: The Definitive Guide

User experience (UX) research is the process of uncovering user wants, needs, pain points, motivations, and behaviors. The goal is to create data-driven, user-centered experiences that meet user needs and expectations. It should ideally be conducted from conception, continuously throughout the design process, and after launching.  UX research is crucial for conversational AI experiences because […]

Purposeful Vs Emergent AI Strategy: what path should you be on?

As you start to put together your AI strategy, you need to understand whether you’re pursuing a purposeful AI strategy or an emergent AI strategy. This will enable you to find the best route to value. What will determine your approach is your organisation, your position within it, and the culture it exhibits. In this […]

Best tips for prompt engineering: Insights from Anthropic

Prompt engineering has rapidly emerged as a crucial skill in effectively working with advanced AI models. For those with experience, refining your prompts can significantly improve AI performance and unlock new potential. This article explores some of the best tips for optimising prompt engineering practice drawn from industry experts at Anthropic and their extensive work […]

Gen AI and ROI: Bridging the gap from hype to reality in enterprise adoption

In the world of technology, few innovations have sparked as much interest as generative AI (gen AI). This emerging technology promises to transform how businesses operate and serve their customers. However, while the potential of gen AI is immense, many organisations face significant hurdles in their journey from experimentation to large-scale deployment. During a recent […]