Real-Time Accent Transformation for Call Centres
You know that moment when the live agent connects to your call. You hear their first words, and your mind is scrambling to detect their accent. You may like their accent, dislike it, or struggle to understand them. Around 60% of enterprises across Western Europe and North America have some type of partnership with an […]
Customer and Agent Perspectives on Enterprise AI Adoption in 2024
You’re reading this because you have an interest in conversational AI. You’ve probably embraced it and already use it in your work. How do other people feel about AI though? Specifically, how do contact centre agents and customers feel about AI? Both groups are central to Conversational AI. We deliver great experiences in tandem with […]
Is it safe to use LLMs in a healthcare setting?
You may be tempted to say no. There’s two obvious reasons why; LLMs hallucinate (which could mean that nonsense or simply incorrect health advice would be generated) and they can be compromised by injection attacks (which would mean that private medical data could be extracted). Is that the end of the story though? Can’t we […]
Counteracting the risk of LLMs
As of now, using LLMs in high-stakes enterprise customer interactions could be considered a risk. Although there are more robust ways of mitigating the hallucination issue emerging, it’s never going to be a 100% solved problem. If LLMs have direct access to private data, without an intermediary platform in between the model and the user, […]
How to navigate the 3 risks of LLMs in CAI
Most companies want to know how to find success with generative AI today. Few have managed to demonstrate it. Loop Car Insurance is one company that’s getting it right. It launched a generative, LLM-based bot with the help of Quiq last year that has reduced email support by 55%. So how did it do it? […]
Balancing AI and Human Insight
Unless you’ve been orbiting in a space station with no Wi-Fi you’ll know that there’s a lot of hype around LLMs such as ChatGPT. However, what everyone craves are best practices for how to use them (and not another ‘here’s 1000 ChatGPT prompts to try before you die’ list on our LinkedIn feed). In the […]
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 […]
It still takes effort to make a really good assistant
Come on then conversation designers – who’s bored by the lack of challenges in our industry? What, nobody? It’s no surprise really. We conversation designers have to be comfy with change. It seems like things are in constant flux, and that leads to new challenges. At the time of Siri’s release (2011) there were only […]
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 […]
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 […]