The Uniphore approach to conversational automation with Kim West

Picture of Kane Simms
Kane Simms
  • Founder and CEO at VUX

More ways to listen and watch

About this episode

Kim West joins us as she shares with us the approach Uniphore is using to conversational automation.

Kim West is the Director of Product Marketing at Uniphore, one of the leading conversational automation technology and service companies. Kim joins us to share some of the top use cases for conversational automation across industries and shares some best practice in getting it right.

In this episode

00:00 Introduction
00:50 Welcome Kim
02:28 Spending time in customer service
06:13 Customer service being ‘Entry level’
10:25 Assistants main aim is helping people
20:44 Transformative use case
32:15 Uniphore approach to analytics
40:48 How Uniphore measures impact
44:46 The market demand
50:49 Insights & Tips for agent capabilities
55:15 Challenges of designed a combined automated agents & agent experience
57:33 Outro

Find out more – https://www.uniphore.com/

Share

Link

Weekly newsletter

The latest in AI-powered customer experience. Make better strategic decisions with the help of our weekly newsletter.

Host

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.

Follow

Share

✓   Link copied
Link

Weekly newsletter

The latest in AI-powered customer experience. Make better strategic decisions with the help of our weekly newsletter.

Top articles and podcasts

What is SSML (Speech Synthesis Markup Language)? A beginner’s guide
  • •    14 min Read
How ING is building the instant mortgage with agentic AI
What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai
Voice AI for customer experience: why it’s back and how to make it work
  • •    5 min Read
How Simplyhealth scaled voice AI to resolve 30% of calls

Latest articles and podcasts

Related content

More articles
Cobus Greyling: why intents, graphs and conversation design have come full circle
Cobus Greyling on where enterprise AI is really heading: data, security, forward-deployed engineers and conversation design.
From answers to actions: building better government AI
Pete Kowalczyk on knowledge graphs, goal detection and moving AI from answering questions to taking action.
What’s really breaking your AI agents?
Discover where conversational AI projects actually break: contradictory source data, manual process and weak testing.
How Simplyhealth scaled voice AI to resolve 30% of calls
Paul Atkins, Head of Business Optimisation at Simplyhealth, breaks down how they scaled voice AI to resolve almost a third of calls, and what it took to get there.