Category: Content

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 […]

Conversations2 – Justin Randall

It’s common for teams to have both programmers and conversation designers. You need both to get a solid result. They’re both aiming to create the same thing (a robust conversation with a machine) but they approach that from different angles. While the programmer ensures that the software is solid, and has all the right connections, […]

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 […]