Scaling debt recovery with an AI assistant – a success story
Find out how a chatbot built by VUX World reduced query resolution times to 2 ½ minutes (saving 400 agent hours in under a year) and improved CSAT by 30%.
Customer and Agent Perspectives on Enterprise AI Adoption in 2024
You’re reading this because you have an interest in conversational AI. You’ve probably embraced it and already use it in your work. How do other people feel about AI though? Specifically, how do contact centre agents and customers feel about AI? Both groups are central to Conversational AI. We deliver great experiences in tandem with […]
8 top AI use cases for contact centres
I recently gave a talk at a webinar, hosted by Servion and Cisco, where I laid out the top use cases for AI in the contact centre. I’ll share them with you here. I’ve said it before and I’ll say it again: the contact centre is where the big opportunities lie for AI. Here, we […]
AI Design Principles
Make consistently effective design decisions & improve user experience of AI services by adopting these AI Design Principles within your team and organisation.
10 differences between small language models (SLM) and large language models (LLMs) for enterprise AI
With all this talk about large language models, you’d be forgiven for thinking that they’re going to solve the world’s problems. All we need is more data and more computing power!
The changing role of the AI-enabled contact centre
I was recently at an event organised by Kore.ai in The Shard. A lovely spot where I had the pleasure of facilitating a workshop on large language models vs small language models alongside Cobus Greyling. One of the other speakers was Stuart McCann from Boston Consulting Group, who shared some research and insight into the […]
Whose job is prompt design?
This article was written by Benjamin McCulloch, Content and Conversation Designer at VUX World. It seems there isn’t agreement within the Conversational AI industry about who should be responsible for prompting LLMs. Should it be programmers or conversation designers who design the prompts? Generally speaking, I’ve seen conversation designers and programmers who have adopted prompting […]
Is it safe to use LLMs in a healthcare setting?
You may be tempted to say no. There’s two obvious reasons why; LLMs hallucinate (which could mean that nonsense or simply incorrect health advice would be generated) and they can be compromised by injection attacks (which would mean that private medical data could be extracted). Is that the end of the story though? Can’t we […]
Balancing Tech Advancements with a Human Touch in Customer Service
How do you adapt to technological advancements while maintaining a human touch? AI is great at routine and easy to accomplish tasks, whereas humans can analyse and adjust when the unexpected happens, and they’re empathetic. Ian Robertson, Customer Operations Specialist at The Forum, offers some mega insights into navigating these challenges during his conversation with […]
Counteracting the risk of LLMs
As of now, using LLMs in high-stakes enterprise customer interactions could be considered a risk. Although there are more robust ways of mitigating the hallucination issue emerging, it’s never going to be a 100% solved problem. If LLMs have direct access to private data, without an intermediary platform in between the model and the user, […]