Designing AI assistants with 50 years of conversation analysis with Liz Stokoe

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Kane Simms
  • Founder and CEO at VUX

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About this episode

Liz Stokoe joins us as she chats designing AI assistants with 50 years of conversation analysis

Liz Stokoe is an author and professor at the London School of Economics

In this episode

00:00 Introduction
02:20 Welcome Liz Stokoe
06:15 Real insights while designing a product
10:00 Why do conversation analysis?
18:37 Important principles while designing
24:12 Complaints process
27:25 Designing a staged conversation
32:19 Different ways people speak
35:20 Conversation analysis most important discipline
41:14 Quickfire round – good practice or not good?
50:00 Intervention in cases
53:24 Using conversation analysis to prevent fraud
1:01:17 Analysing conversations in real life scenarios
1:04:10 Outro

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Timestamps

00:00|Introduction
02:20|Welcome Liz Stokoe
06:15|Real insights while designing a product
10:00|Why do conversation analysis?
18:37|Important principles while designing
24:12|Complaints process
27:25|Designing a staged conversation
32:19|Different ways people speak
35:20|Conversation analysis most important discipline
41:14|Quickfire round – good practice or not good?
50:00|Intervention in cases
53:24|Using conversation analysis to prevent fraud
1:01:17|Analysing conversations in real life scenarios
1:04:10|Outro

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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