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 […]
4 ways messaging can drive revenue beyond direct sales
You’ve probably heard the term ‘conversational commerce’ before? It’s where you use conversations to contribute to driving revenue. For example, a live chat or chatbot on your website for qualifying leads and booking sales calls. Most people, when they think about ‘commerce’, they think about the above: making or directly impacting the sale element of […]
Debt collections are challenging, and changing
People who end up in debt can feel that their situation is spiralling out of control. So how can automation help? Find out in this article.
Overcoming the shortfalls of voice AI
People just want to talk to machines like they would talk to another person. They expect it to work.
Why conversational AI should be accessible by design
Discover the importance of making conversational assistants more accessible for individuals with accessibility needs or impairments.
Here’s Conversational AI at a whopping great scale!
We often talk about how conversational AI can scale-up your customer services. It’s possible to serve far more customers than you could with just a human team of agents. Most companies may have hundreds or thousands of conversations per month, and it doesn’t matter when they occur, as automated conversations are available 24/7. Potentially, you […]
Ultimate Analysis of Gartner’s Critical Capabilities for Enterprise Conversational AI Platforms
The analysis presents enterprise buyers, decision makers and influencers with a full understanding of the capabilities they’ll need to succeed in their automation programme.
How loveholidays used AI to turn frowns upside down
The travel industry is not known for treating its customers particularly well. You only have to check the news to see examples of stranded holidaymakers. Most people go on holidays for relaxation, so this contrast only gets amplified when people vent their frustrations about poor service. Eugene Neale, Director of Business IT and CX Engineering […]