The end of role play in conversation design?
There’s a common practice in conversation design, where a design team will role play a conversation with the intention of identifying common conversational patterns, and distilling that down into an ideal ‘flow’ or ‘happy path’. You’d then use this as your first-pass design and iterate from there. Is this practice still relevant today? Honestly, I […]
Conversational AI continues its momentum into 2024
We’re nearing the end of 2023, a year that saw conversational AI explode into the mainstream. I recently sat down with Frank Schneider, AI Evangelist at contact center technology provider, Verint, to get his take on some of the year’s hot topics for enterprises as they start thinking about 2024 plans. Firstly, for all the […]
Decoding documents: how SmartBots chunk data with LLMs
Discover how SmartBots revolutionise document management by introducing an innovative approach to data chunking with Large Language Models.
4 tips for effective use of LLMs in conversational AI
Discover how businesses are adopting LLMs, the challenges and limitations of Retrieval Augmented Generation.
How to implement a tried and tested bot improvement cycle
If you’re working with conversational AI systems, then you’ll know that these things are like living organisms. A chatbot is more like a member of staff than it is a piece of software. Would you put a new member of staff on the phone or onto a live chat system and just leave them to […]
The case for explainable AI
You may have heard the term explainable AI before, but what does it mean? And why is it required? According to Google, explainable AI is “a set of tools and frameworks to help you understand and interpret predictions made by your machine learning models.” Essentially, it’s being able to explain why your AI system made […]
How to formulate your CX strategy for 2024
I recently sat down with fellow Stocktoner, Andrew Moorhouse, for a chat about the current state of customer experience, and why so many brands are barking up the wrong tree when it comes to AI. The issue with the channel of choice The biggest takeaway was regarding something I’ve been giving a lot of thought […]
New research: customers and agents tell CX leaders where they should focus
I recently had the pleasure of running a webinar with Michael Kropidlowski, Kore.ai and Mike Farrell, Farrell Insights. In the webinar, we reviewed two new pieces of research. The first looked at customer expectations surrounding automated AI service delivery, and enterprise customer experience in general. The second looked at contact centre agent perspectives, looking at […]
Three smart ways to use LLMs alongside your NLU
LLMs have made quite a mark haven’t they? They were just a whisper within conversational AI in the past few years. Now they’re getting an unbelievable amount of exposure. It’s been the year of ChatGPT. Due to the fact that LLMs can convincingly talk about pretty much anything, most of the time, people have started […]
Yes, ChatGPT has a persona and you should be careful
When communicating with an AI assistant, we always observe its persona. They give away little hints while we communicate with them, and that makes us imagine a persona, as if we’re trying to categorise them against people we know. As stated in Voice User Interface Design, “There is no such thing as a voice user […]