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 […]
CSAT and NPS are dead. Good Riddance. With Richard Smullen
Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences.
The role of AI in music with SoundCloud’s Hazel Savage
Hazel joins us to discuss the role of AI in music, the opportunities, challenges and future.
How we built AI assistant, Sandy, with loveholidays
The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy.
Unlocking AI use cases with speech recognition with Ricardo Herreros-Symons
Ricardo Herreros-Symons joins us as he shares the process of unlocking AI use cases with speech recognition.
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 […]
OpenAI GPT-4o: What’s new and what’s the impact on CX?
Marc Bernstein joins us to discuss whats new and whats the impact on CX from OpenAI GPT-4o.