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 […]
AI-based routing in contact centres with Ronald Rubens, Sentio CX
Ronald Rubens, Sentio CX joins us as he shares AI-based routing in contact centres.
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 […]
Customer journey analytics with Tim Friebel
Tim Friebel joins us on our VUX world podcast as he shares insights into customer journey analytics.
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 […]
The Uniphore approach to conversational automation with Kim West
Kim West joins us as she shares with us the approach Uniphore is using to conversational automation.
Why messaging should be part of your content strategy, with Nick Martin
Nick Martin joins us on our VUX World podcast as he shares why messaging should be part of your content strategy.
The future trajectory of AI in customer experience, with Sham Aziz
Sham Aziz joins us on our VUX World podcast as he shares the future trajectory of AI in customer experience.