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Content provided by Kane Simms. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kane Simms or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Andrew Moorhouse has worked with the world’s leading consulting firms and household name brands to understand what’s really going on with CX performance. Is live chat really all it’s cracked up to be? Is NPS any good? Can it be predicted based on common conversational markers? What should you really be focusing on in order to move the needle with your customer experience automation programmes? Andrew shares all.
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1 The mad genius of using LLMs as classifiers with Katherine Munro, Swisscom 1:35:30
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Play Later Play Later Lists Like LikedIn this episode, Kane Simms is joined by Katherine Munro, Conversational AI Engineer at Swisscom, for a deep dive into what might sound like an odd pairing: using LLMs to classify customer intents. Large Language Models (LLMs) are powerful, multi-purpose tools. But would you trust one to handle the precision of a classification task? It’s an unlikely fit for an LLM. Classifiers typically need to be fast, accurate, and interpretable. LLMs are slow, random black-boxes. Classifiers need to output a single label. LLMs never stop talking. And yet, there are good reasons to use LLMs for such tasks, and emerging architectures and techniques. Many real-world use cases need a classifier, and many data and product development teams will soon find themselves wondering: could GPT handle that? If that sounds like you, then check out this extended episode to explore how Switzerland’s largest telecommunications provider tackles this issue while building a next-generation AI assistant. This episode is brought to you by NLX. NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines . Shownotes: "The Handbook of Data Science and AI: Generate Value from Data with Machine Learning and Data Analytics" - Available on Amazon: https://a.co/d/3wNN9cv Katherine's website: http://katherine-munro.com/ Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms/ Hosted on Acast. See acast.com/privacy for more information.…
1 Building AI maturity at Pandora with Sonia Ingram 1:08:02
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Play Later Play Later Lists Like LikedIn this episode, Kane is joined by Sonia Ingram, Global Director of AI at Pandora, to explore what it really takes to develop AI maturity in a global business. Many organisations aiming to get started with AI and generative AI often focus on short-term, point solutions to specific problems. This emergent strategy often led from the grassroots to solve siloed departmental pain points can work for proof of value. But it rarely scales. For example, a chatbot that handles returns brilliantly may not be equipped or supported to drive sales conversations. If the support team owns it, where’s the incentive to collaborate with sales to expand its capabilities? To scale AI initiatives enterprise-wide, businesses need a purposeful strategy. One that prioritises literacy, governance, tooling, and operational foundations that empower teams across the organisation to build, maintain and grow AI solutions. In this episode, Kane and Sonia explore what it really takes to build and scale AI maturity in a global business. We cover topics such as AI literacy, change management, privacy and governance, and operational tools and processes. This episode is brought to you by NLX. NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines . Subscribe to VUX World . Subscribe to The AI Ultimatum Substack . Hosted on Acast. See acast.com/privacy for more information.…
1 AI beyond the hype: what actually works for enterprise with Andrei Papancea, NLX 57:25
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Play Later Play Later Lists Like LikedIn this episode, we chat with Andrei Papancea, CEO and Co-Founder of NLX, to cut through the noise and get real about where AI in the enterprise is delivering value, and where it's not. Andrei brings a refreshing dose of grounded perspective as the buzz around ‘agentic AI’ and generative everything reaches fever pitch. Instead of chasing trends or slapping AI onto every process, NLX is laser-focused on practical outcomes: real problems, solved efficiently, and with the right tech. We explore the challenges enterprise leaders face when navigating a market bloated with hype: internal pressures to ‘do AI,’ tech stacks that aren’t ready, and misunderstandings about what LLMs can and can’t do. Andrei shares where generative AI genuinely shines and where it is still too risky, especially for heavily regulated industries. This episode is brought to you by NLX. NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines . Subscribe to VUX World . Subscribe to The AI Ultimatum Substack . Hosted on Acast. See acast.com/privacy for more information.…
1 AI on the rails: Arriva's journey into intelligent travel assistance 48:01
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Play Later Play Later Lists Like LikedIn this VUX World podcast episode with Kerry Phillipson, she reveals how Arriva Group transforms customer experience using cutting-edge AI technology. Learn how they're creating a virtual assistant that's not just another chatbot, but a smart, personable travel companion that understands your journey needs. Kerry shares with us how Arriva is driving AI innovation within the transportation sector. She explains how artificial intelligence is used to tackle real customer pain points, making travel smoother and more intuitive. The conversation also dives into what it takes to design an AI with a genuine personality one that feels more like a helpful guide than a machine. Looking ahead, they explore the future of travel support and how AI is reshaping the way customers interact with transportation services. Hosted on Acast. See acast.com/privacy for more information.…
1 Responsible AI, Real Results with Citizens Advice 51:32
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Play Later Play Later Lists Like LikedIn this episode on the VUX World podcast, we chat all about the innovative AI journey of Citizens Advice with Stuart Pearson. We discover how a nonprofit organisation is revolutionising customer support through Caddy, an intelligent AI assistant that reduces average handle time by 50% while maintaining a rigorous ethical approach. Stuart shares the meticulous process of developing an internal AI tool that supports contact centre agents, highlighting the importance of responsible AI implementation. From initial challenges with chatbots to creating a sophisticated AI solution, this podcast reveals how organisations can leverage artificial intelligence to enhance productivity, improve service delivery, and ultimately help more people. Subscribe to VUX World . Subscribe to The AI Ultimatum Substack . Hosted on Acast. See acast.com/privacy for more information.…
In this episode, we dive deep into how NatWest uses generative AI to reshape customer service at scale, with Mark Worden, Strategy & Innovation Lead for Cora at NatWest. We explore how one of the UK’s biggest banks is building AI-driven customer journeys that are smarter, faster, and more efficient. From traditional NLU-based bots to cutting-edge Retrieval Augmented Generation (RAG) pipelines, Mark shares how Cora Plus achieves up to 99% accuracy and drastically reduces handoffs to human agents. Mark takes us inside NatWest’s pilot process - from narrowing 500 web pages down to a curated 120-item knowledge base to running internal tests, red-teaming for hallucinations, and prioritising customer consent and governance at every step. We also discover how NatWest’s summarisation tool transforms the agent experience by reducing transcript review time and saving over 50,000 minutes weekly in both agent and customer wait time. With 1.2 million conversations a month and counting, this is a masterclass in scaling AI responsibly within a highly regulated industry. Subscribe to VUX World . Subscribe to The AI Ultimatum Substack . Hosted on Acast. See acast.com/privacy for more information.…
1 Inside Autodesk’s AI-powered sales & CX transformation with Chafik Abdellaoui 58:41
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Play Later Play Later Lists Like LikedAI is changing how businesses talk to customers, but how do you move beyond the hype and make AI work for your business? In this episode, we chat with Chafik Abdellaoui, Workforce and Quality Manager at Autodesk, about how AI is used in sales and customer experience and the real results. Autodesk is leveraging AI to analyse calls, generate follow-up emails and improve CRM data. AI is being used to make sales teams more efficient and effective. Chafik explains how AI is automating low-value tasks so sales reps can focus on what really matters: building relationships and closing deals. From extracting insights from conversations to drafting personalised emails and proposals, Autodesk’s approach is about enhancing and not replacing human expertise. But AI adoption isn’t always easy. We discuss the challenges of implementing AI in sales teams, including agent adoption, structured processes and data quality. We also ask the following question: As more companies deploy AI, do we end up with homogenous customer experiences, or is there still room for differentiation? Connect with Chafik Abdellaoui on LinkedIn . Subscribe to VUX World . Subscribe to The AI Ultimatum Substack . Hosted on Acast. See acast.com/privacy for more information.…
In this episode, Panos Karagiannis, CEO of Moveo.AI, joins us to explore how AI has been reshaping business automation. Panos shares invaluable insights into what it takes to build production-ready AI agents, from scaling AI solutions across industries to navigating the complexities of enterprise adoption. We also dive deep into the real-world applications of Gen AI, the buy vs. build debate for enterprises, and the challenges of differentiation in a world where many businesses use the same foundational AI models. Plus, we discuss why quality assurance is the unsung hero of AI implementation and how companies can future-proof their AI strategies. Check out Moveo.AI Hosted on Acast. See acast.com/privacy for more information.…
1 Revolutionising AI usability with Jakob Nielsen 1:06:47
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Play Later Play Later Lists Like LikedAI has made incredible strides, but is it truly user-friendly? In this episode, UX legend Jakob Nielsen joins VUX World to discuss why AI usability still lags behind and what needs to change. As the founder of UX Tigers and a pioneer in usability with 41 years of experience, Nielsen has shaped the field with groundbreaking contributions, including heuristic evaluation, Jakob’s Law, and the 10 usability heuristics. He has authored eight best-selling books, holds 79 patents, and was named “the king of usability” by Internet Magazine and “the guru of Web page usability" by The New York Times . We explore the challenges AI users face, from the articulation barrier to unclear system feedback, and why many AI products still prioritise engineering over usability. Nielsen also unpacks the impact of AI stigma, discussing how better design can build trust and encourage wider adoption. Drawing on his vast expertise, he explains why usability heuristics are more relevant than ever in the AI era. Finally, we discuss the future of AI usability and what it takes to create AI-powered tools that people actually want to use. From improving AI-human collaboration to eliminating confusing interfaces, this conversation is packed with insights for anyone working in AI, UX, or product design. Check out Jakobs LinkedIn Read ‘ What is agentic AI? A deeply researched definition ’ on The AI Ultimatum Substack Read ‘ AI Agents are not a technology. They are a strategy ’ on AgentsDecoded Substack Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.…
1 AI agents: hype vs reality with Ronald Ashri, OpenDialog 1:02:08
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Play Later Play Later Lists Like LikedThis is an interview with Ronald Ashri, Co-Founder of OpenDialog. We discuss the evolving landscape of conversational AI. Ron shares how OpenDialog has progressed since our last conversation in 2021, highlighting the transformative impact of large language models and generative AI on the enterprise automation space. We dive into the nuances of defining "AI agents", calling out the hype and misuse of the term and putting a few of the well-known tech companies on the chopping block! We chat about how OpenDialog leverages AI agent-based abstractions and goal-driven architectures to build more reliable and effective conversational systems, striking a balance between the flexibility of language models and the constraints of business processes. The conversation also explores the future of conversational interfaces, touching on the potential to blend language AI, dynamic user interfaces, and orchestrated experiences to create seamless, multi-modal interactions. It’s a thought-provoking perspective on the current state of the industry and the practical steps organisations can take to harness the power of generative AI in business. Check out OpenDialog: https://opendialog.ai/ Subscribe to VUX World: https://vux/world/subscribe Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf Read ‘AI Agents are not a technology. They are a strategy’ on agentsdecoded Substack: https://www.agentsdecoded.com/p/ai-agents-are-not-a-technology-they Our 15 AI Trends in CX Insights Report is out now! Learn how to find success with AI: https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025 Hosted on Acast. See acast.com/privacy for more information.…
1 Salzburg AG revolutionises customer service with generative AI, Sarah Haider 55:29
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Play Later Play Later Lists Like LikedIn this podcast with Sarah Haider, Digital Manager for Conversational AI at Salzburg AG, we explore the journey of revolutionising customer interactions with AI. From the early days of NLU-based chatbots to embracing generative AI and retrieval-augmented generation technology, Sarah outlines the challenges and breakthroughs in enhancing Salzburg AG’s digital assistant capabilities. Chapters: 00:00: Introduction to Sarah Haider and Salzburg AG 05:23: Why is AI appealing for the energy industry? 08:32: The history of AI at Salzburg AG 12:00: Measuring success pre-generative AI 16:25: Goals of exploring generative AI 19:50: Starting with Retrieval Augmented Generation (RAG) 24:10: Full RAG implementation process 39:45: Lessons in prompt design 44:45: Quality assurance tactics 48:25: Impact of generative AI 51:20: Other use cases for generative AI The conversation highlights the strategic shift to generative AI, tackling complex use cases like public transport queries while maintaining customer satisfaction and reliability. Sarah dives into the importance of data preparation, prompt design, testing, and quality assurance, shedding light on what it takes to make AI solutions scalable and effective in real-world scenarios. This episode is perfect for anyone looking to modernise their chatbot or explore the potential of AI in customer experience. From reducing call centre volume to delivering human-like interactions, Sarah's approach demonstrates how innovation can elevate both business impact and customer satisfaction. Subscribe to VUX World: https://vux/world/subscribe Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.…
1 You won't believe how Rasa is revolutionising Conversational AI 53:18
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Play Later Play Later Lists Like LikedFrom the rise of ChatGPT to the death of intent classification, Alan shares insights into how modern AI systems, like Rasa's CALM approach, are reshaping enterprise workflows and user experiences. Alan shares how Rasa's innovative platform integrates large language models with structured business logic, and is able to deliver robust, reliable, and natural conversations. Alan highlights the balance between deterministic workflows and flexible AI, debunking myths about agentic AI and discussing the critical role of context and understanding. This episode is packed with actionable insights and a visionary outlook on where the industry is headed! Visit Alan's LinkedIn - https://www.linkedin.com/in/anichol/ Find out more about Rasa - https://rasa.com/ Subscribe to VUX World: https://vux/world/subscribe Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf Hosted on Acast. See acast.com/privacy for more information.…
1 The generative AI platform that's revolutionising business growth, with Noam Fine 1:00:12
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Play Later Play Later Lists Like LikedThis episode features Noam Fine, co-founder and CEO of Hear.ai. Noam is a serial entrepreneur with multiple exits, having most recently founded Over.ai, which was acquired by Vonage in 2019. In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but for turning these conversations into insights. Insights that can lead to tremendous improvements in customer experience, and business growth. We explore how generative AI can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organisations approach customer service and support. At the heart of the conversation is the concept of the "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth. We discuss the details behind the hear.ai platform and how it leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analysing customer interactions. This episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact. Visit Noam's LinkedIn - https://www.linkedin.com/in/noamfine/ Read our 15 AI Trends in Customer Experience 2025 - https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025 Be sure to check out hear.ai - https://www.linkedin.com/company/hear-ai/posts/?feedView=all Sign up to the VUX World Newsletter - https://vuxworld.typeform.com/to/Qlo5aaeW?typeform-source=www.linkedin.com Sign up to our Substack - https://kanesimms.substack.com?utm_source=navbar&utm_medium=web Hosted on Acast. See acast.com/privacy for more information.…
1 Navigating CX: Lean, AI, and Customer-Centric Transformation 1:04:18
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Play Later Play Later Lists Like LikedJoin us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy. From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees. Whether you’re a CX enthusiast or an automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement. Hosted on Acast. See acast.com/privacy for more information.…
1 Agentic AI and LLMs, what to expect in 2025 56:12
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Play Later Play Later Lists Like LikedMike Myer is the CEO and Co-Founder of Quiq, the generative AI conversational automation platform that's been making noise in recent months, with a flurry of genAI use cases in production with a whole host of enterprise brands. Mike joins me to discuss where we are with agentic AI adoption and trends he's observed in 2024 as well as forecasted trends and considerations for 2025. Hosted on Acast. See acast.com/privacy for more information.…
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1 Bridging the Generative AI Gap: Governance, Quality, and Enterprise Adoption 50:37
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Play Later Play Later Lists Like LikedEvery big tech company is working on foundational generative AI models and promises that the future will be different. Yet… Large Enterprises have generative AI policies in place now that prohibit the usage of the technology. There is a gap in the middle on an opportunity emerging surrounding quality assurance and governance for generative AI applications that will enable the technology to meet its potential whilst satisfying the concerns of enterprise. The company that is uniquely positioned to take advantage of this is Cyara. So I sat down with CEO Rishi Rana to discuss this and much more. Make sure to visit Cyara Hosted on Acast. See acast.com/privacy for more information.…
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1 Let's RAG and roll: the role of content in LLM applications 55:38
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Play Later Play Later Lists Like LikedGenerative AI is often marketed as a magical tool—just upload your data and let the model do the heavy lifting. But the reality is far from simple. Retrieval-Augmented Generation (RAG) doesn’t work without thoughtful preparation, clear strategy, and, most importantly, quality content. In this episode, we dive deep into the critical role content plays in the success of AI systems like RAG. Join us as we speak with seasoned content strategists and AI industry experts who have been on the frontlines of managing and optimizing knowledge bases for AI use cases. We’ll explore why the future of AI isn’t about replacing writers—it’s about empowering content designers, technical writers, and knowledge architects to create structured, optimized, and actionable information that AI can truly work with. If you’ve ever wondered why your AI project underdelivered or how to transform legacy content into a powerful AI resource, this episode is for you. Hosted on Acast. See acast.com/privacy for more information.…
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1 The future of AI orchestration with Dmitry Shapiro of MindStudio 1:00:33
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Play Later Play Later Lists Like LikedDmitry is the CEO of MindStudio, an AI automation platform that's raised $36m in funding to bring AI automation into the hands of businesses. With a background at Google and ServiceNow, Dmitry has a wealth of experience in building product teams that delivery immense value. He joins me today to share how MindStudio is enabling AI transformation across the board. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics. Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq Visit - https://www.mindstudio.ai/ Hosted on Acast. See acast.com/privacy for more information.…
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1 Getting AI into the enterprise with Stephan Schuessler, Deloitte 43:56
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Play Later Play Later Lists Like LikedJoin us as Stephan Schuessler dives into the exciting world of AI in the enterprise. In this discussion, we explore how to effectively launch AI initiatives within organizations, navigating the challenges that often arise. Whether you're just starting your AI journey or looking to optimize existing projects, this conversation will provide actionable strategies for driving AI adoption and long-term success in the enterprise. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics. Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq Hosted on Acast. See acast.com/privacy for more information.…
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1 AI and the super-powered future with Jeremy Kahn, Fortune 1:03:26
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Play Later Play Later Lists Like LikedJeremy Kahn has reported extensively on #technology and business covering #AI for the last years, first at Bloomberg and currently at #Fortune with excellent contacts across the field. Mastering AI: A Survival Guide to Our Superpowered Future, by Kahn, is a timely exploration of the transformative impact of #ChatGPT and the rapid advancements in artificial intelligence. We chat about AI's potential to disrupt industries, reshape society, and challenge our understanding of human intelligence. As AI becomes an integral part of our world, Kahn's expertise offers a crucial perspective on navigating both its benefits and risks. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics. Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq Hosted on Acast. See acast.com/privacy for more information.…
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1 The AI revolution in recruitment with Martyn Redstone 50:49
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Play Later Play Later Lists Like LikedMartyn Redstone is a long-standing member of the conversational AI community and is the Founder of Bot-Jobs.com, the go-to jobs board for AI. Martyn joins me to share some new insights on the conversational AI jobs market, the impact that generative AI is having in the #recruitment space and some examples of use cases and value being explored in the sector. Bot Jobs This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics. Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq Hosted on Acast. See acast.com/privacy for more information.…
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1 The AI chatbot serving 10m customers a year, with Nick Allgaier, Lufthansa 1:09:40
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Play Later Play Later Lists Like LikedNick Allgaier is the Product Manager for Digital Assistants and Conversational AI at Lufthansa Group, and has taken the Lufthansa AI program from zero to 10 million interactions per year over chat, with more than 1 million interactions per year on voice. Nick joins me to share his learnings on scaling an AI practice to extraordinary heights. We cover Lufthansa’s journey and where it all began, right through to how it's operating at scale today. You’ll learn how Lufthansa is utilising generative AI and the specific use cases it’s working well for, with some of the numbers to back it up. You hear about Nick’s Golden Triangle for conversational AI use case selection and how missing any one of those crucial ingredients leaves you destined to fail. You’ll also learn Nick’s 5-step process that ensures customer experience excellence and the crucial role AI plays in that (and it’s not what you think). Finally, you’ll learn how to operate an AI service that spans multiple brands and languages. Lufthansa is Europe’s biggest airline from a revenue generation perspective, second biggest in terms of numbers of passengers carried, and 4th in the world in terms of revenue. It houses Lufthansa, SWISS, Discover, Eurowings, Austrian, Brussels airlines and has over 60,000 staff. Getting an AI programme off the ground in an organisation of this size requires a skill and a solid approach. We’ll cover all of that and more in this episode of VUX World. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics. Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq Hosted on Acast. See acast.com/privacy for more information.…
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1 The revolution in AI processors with Robert Hallock at Intel Corporation 51:57
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Play Later Play Later Lists Like LikedIn this episode, we explore the rapidly evolving world of #AI processors; the firepower that makes everything from training, inference and processing possible. We’ll uncover what makes these AI processors so unique and crucial in today’s tech landscape. From CPUs, GPUs and NPUs to Intel’s latest innovations. Learn how these chips work, the importance they have, and why they’re in such high demand globally. Featuring exclusive insights from leading experts at Intel, this podcast is your gateway to understanding the silicon that’s shaping our future. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics. Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq Hosted on Acast. See acast.com/privacy for more information.…
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1 AI Voice Generation with Brian Cook, CEO, WellSaid 1:01:17
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Play Later Play Later Lists Like LikedWellSaid is at the forefront of AI-generated voices and has been proving bleeding edge voice technology since late 2018. Brain took over as CEO in January 2024 and is leading the charge to scale WellSaid to new heights. Brian joins me to discuss the voice generation market, use cases, ethics surrounding voice cloning and where all this is headed. Check out WellSaid Be sure to read about 'A tech firm stole our voices - then cloned and sold them' WellSaid Labs Creates NPR’s First AI Podcast Episode Go back and listen to - Speech-to-speech synthesis with Alex Serdiuk, CEO, Respeecher Hosted on Acast. See acast.com/privacy for more information.…
In this episode of Agony Agent, Ben McCulloch welcomes conversation design experts Ilana Meir and Peter Isaacs to tackle pressing issues faced by conversation AI designers. Ilana, a freelance conversation designer with extensive experience in AR, VR, and healthcare, and Peter, a senior conversation design advocate at Voiceflow, share insights on improving bot interactions, overcoming organisational challenges, and leveraging large language models (LLMs). Key topics include how to navigate archaic systems when designing seamless user experiences, managing sentiment analysis in conversation design, and balancing the demands of impulsive sales teams with technical developers. They also discuss the impact of context switching for designers managing multiple brands and the challenges of fine-tuning LLMs for scalable AI solutions. This episode is a must-listen for anyone in the conversational AI industry, offering practical advice on how to combine technical and creative expertise to build better, more human-like interactions. Whether you're refining chatbots or introducing generative AI, you'll find valuable strategies to implement right away. 00:00.0 Intro 04:58.5 Creating beautiful interactions with archaic solutions 11:05.2 Learn sentiment analysis and do emotionally sensitive conversation design 17:19.6 Educating user to speak so the NLU understands 21:17.1 Using LLMs for intent recognition 22:54.1 Meaningful success metrics 27:49.1 Advocating for a holistic view between competing stakeholders 32:38.2 Balancing Gen AI obsession with its abilities 37:30.0 How to build a chatbot that matches ChatGPT 39:19.6 Preparation before building 40:47.1 Think about frameworks where conversations will happen 41:56.6 Finetuning LLMs 44:33.6 Making people see value of CAI and experts 46:17.6 Is chatgpt a good way to show what CAI can do? 47:47.1 CXD for SaaS services with LLM solutions 51:52.1 How to advocate for your role 54:19.6 Context switching multiple brands in a services organisation as a manager 58:24.6 How to go beyond information provided by client when training an assistant Hosted on Acast. See acast.com/privacy for more information.…
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1 Generative AI and the future with Martin Musiol 42:07
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Play Later Play Later Lists Like LikedMartin Musiol is the founder of Generativeai.net , an online learning platforms that teaches data scientists and others about generative AI. Martin joins me to chat about his experience and the value of generative AI for businesses. Hosted on Acast. See acast.com/privacy for more information.
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1 Vlad Vuskovic, Lead of Search at Google Cloud AI, Director of Product Management 46:31
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Play Later Play Later Lists Like LikedToday I'm joined by one of the founding team members of Google Assistant and all round AI legend, Vlad Vuskovic. Vlad has been instrumental in Google's AI efforts from a product management perspective and joins us to share more on the AI tools and capabilities Google offers enterprises, as well as some practical advice for implementing successfully based on years of experience in the field. Hosted on Acast. See acast.com/privacy for more information.…
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1 Voice UX Design in a generative AI world with Cooper Johnson 1:02:05
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Play Later Play Later Lists Like LikedCooper Johnson is a Voice UX Designer at Gridspace, one of the leading voice AI technology companies. Cooper joins us to share his perspectives on how generative AI is and has impacted the voice UI landscape. Cooper will share insights into what's changed, what's stayed the same and advice on how to design voice AI agents that work properly! Hosted on Acast. See acast.com/privacy for more information.…
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1 Traversing the uncanny valley with Falene McKenna 1:05:07
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Play Later Play Later Lists Like LikedFalene McKenna is arguably the most charismatic member of the conversation design community. With a wealth of experience in conversation design particularly as it pertains to robots! Falene join me to share lessons learned in designing conversations for robots and specifically about the uncanny valley: what it is, why it matters and whether we can or should cross it. Visit Falenes LinkedIn Check out Lingua Robotica Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 CSAT and NPS are dead. Good Riddance. With Richard Smullen 1:09:01
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Play Later Play Later Lists Like LikedRichard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences. Tune in to find out why CSAT and NPS are dead, why happiness should be your true north KPI, the future of the contact centre and what we’ll do with all the jobless call centre workers **grits teeth**. Learn the 4 missing pieces of your AI strategy and why you’re struggling to fill them. Myself and Richard share so many similar perspectives on how to do AI right in the enterprise. This will be a bone shattering journey of cognitive dissonance if you’re not open to change. Be open. Dive in.1 Hosted on Acast. See acast.com/privacy for more information.…
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1 How we built AI assistant, Sandy, with loveholidays 1:08:39
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Play Later Play Later Lists Like LikedThe loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy. Eugene Neale, Director of Business IT and CX Engineering, and Tom Smith, Telecommunications Operations Manager at loveholidays, the UK's fastest growing and largest online travel agent, share use cases, lessons learned and best practices from years spent designing and building Sandy with Google DialogFlow. Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 The role of AI in music with SoundCloud's Hazel Savage 59:14
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Play Later Play Later Lists Like LikedHazel Savage is the VP Music Intelligence at SoundCloud and the founder of Musiio; a tech company using AI to make music easier to catalogue and find. Hazel joins us to discuss the role of AI in music, the opportunities, challenges and future. Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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1 Unlocking AI use cases with speech recognition with Ricardo Herreros-Symons 1:00:54
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Play Later Play Later Lists Like LikedRicardo Herreros Symons is the VP Corporate Development and Strategy at AI speech to text company, Speechmatics. Hosted on Acast. See acast.com/privacy for more information.
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1 New updates from OpenAI: a rundown of GPT-4o and it's impact on CX 1:02:00
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Play Later Play Later Lists Like LikedOpenAI GPT4o: What's new and what's the impact on CX? Today I'm joined by Marc Bernstein, CEO, Balto, to discuss the new updates from OpenAI, GPT-4o, and what it means for the future of CX. Hosted on Acast. See acast.com/privacy for more information.
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1 Chatbot and LLM Analytics with Eric Griffing 57:52
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Play Later Play Later Lists Like LikedFrom the granular details of measuring intent and LLM-based chatbot effectiveness to the strategic implementation of AI across business units, Eric provides an in-depth analysis on the importance of data-driven decisions in the era of AI transformation. Join us as we discuss how businesses can leverage analytics to optimise customer interactions, the common pitfalls in current AI strategies, and the future of AI in customer service. In this episode 00:00 Introduction and UNPARSED conference - Find out more at https://unparsedconf.com 4:32 Welcom Eric Griffing 7:25 Best practice for measuring LLM agents 12:10 Differences tracking ML and LLM bots 14:00 Goal completion 19:00 What's missing 22:00 How to set up tracking on chatbots 24:50 Tracking LLM chatbots 30:37 Air Canada's chatbot issues 33:38 LLM guardrails 37:00 Using data to inform your AI strategy 41:00 Effort over satisfaction 44:30 Tracking customer effort in chatbots 48:40 Market demand for AI analytics 55:40 Wrap up Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation. Learn more from Dashbot: https://www.dashbot.io/blog/360-bot-framework https://www.dashbot.io/blog/inside-the-black-box-analyzing-your-llm-bot https://www.dashbot.io/blog/navigating-the-shift-from-intent-based-to-language-model-chatbots Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here Hosted on Acast. See acast.com/privacy for more information.…
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1 AI that filters voices and soften accents, with Ofer Ronen 52:00
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Play Later Play Later Lists Like LikedOfer Ronen is an ex-Googler with some immense experience in deploying AI systems for large enterprises including the infamous example of Agent Assist at Verizon. Ofer’s third startup is tomato.ai, a company that has AI technology that’ll strip away your accent! Or soften it, rather. Ofer joins us to share his lessons learned from years of deploying AI in the enterprise, as well as the use cases, value and technicalities of this new breed of AI technology: voice filtering and accent softening. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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1 Lessons from 21 years in conversational AI with Chris Ezekiel 1:10:58
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Play Later Play Later Lists Like LikedChris Ezekiel is founder and CEO of one of the longest standing conversational AI platforms, Creative Virtual. Chris joins us to discuss the changing landscape of conversational AI and the recipe for longevity and long term success. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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1 Using AI to make the job search easier with Total Jobs Group 1:04:35
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Play Later Play Later Lists Like LikedHow can AI make your job search easier? I'm joined by Head of Product - Conversations at Total Jobs Group, Somnath Biswas to discuss. Som has immense experience in project management and AI and knows what it takes to make AI work at scale. He joins me to share some lessons in implementing conversational AI in a highly stressful and emotional situation: the job search. Do customers want this? What conversations do they want and need? How can you make sure you can serve those needs at scale? What people, process and technology do you need to make it happen? What's the role of generative AI and large language models? And what does the future of job hunting look like? Let's dive in! 00:00 Introduction 04:27 Welcome Somnath 09:25 Organised groups 11:50 Conversational interfaces 17:45 Measuring lifetime value 20:15 Next steps after conversational formats 28:00 Making improvements 36:00 Model producing responses 38:55 Multi agent 46:40 Augmented retrieval 52:22 User / response input stage 58:50 Different prompt criteria 1:04:40 Outro Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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1 AI in contact centers trends with Nerys Corfield 1:02:14
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Play Later Play Later Lists Like LikedThis immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre. 00:00 Introduction 02:00 Welcome Nerys 05:30 Managing contact centres - what did they get right? 07:40 Barriers to getting things right 12:00 Mandating self service options 16:25 The voice channel 25:00 Better service models 31:15 What the future of the market looks like 36:40 Labour market in contact centers 49:50 Context of conversations 57:00 Responsible AI 1:00:20 The next 12 months 1:01:50 Outro Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/ Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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1 The AI Platform Reimagined, with Brandon Nott and Nick Orlando 1:08:17
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Play Later Play Later Lists Like LikedJoin us for a thought-provoking episode of VUX World, with Brandon Nott, CPO, Amelia, and Nick Orlando, Director of Product, Amelia. Amelia is an enterprise conversational AI platform at the forefront of integrating Generative AI (GenAI) within the AI ecosystem. We'll dive into how GenAI revolutionises dialog systems for transactional tasks, emphasising its role as a tool that, when combined with classical AI, unlocks unparalleled efficiency and creativity. We will cover the essentials of deploying conversational interfaces, the strategic balance between GenAI and classic platforms, and the nuanced decisions behind selecting the right mix of AI solutions based on context, risk, and operational requirements. Hosted on Acast. See acast.com/privacy for more information.…
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1 Lean and process engineering for AI automation with Scott Hamilton 49:34
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Play Later Play Later Lists Like LikedScott Hamilton is the Principle, Banking and Lending Strategy Leader at Prodigal Tech, an actionable intelligence platform for consumer finance. Scott's background is in lead six sigma and joins me to speak about why for most organisations, your AI automation journey is in fact one of process design and how lean six sigma can help businesses create the automation strategies they're dreaming of! Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 Navigating the CX Maze: Insights from Ian Robertson on VUX World 1:05:47
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Play Later Play Later Lists Like LikedJoin us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX). In this discussion, we'll explore the critical successes and oversights of today's CX leaders, unraveling the common challenges and emerging trends that are shaping the industry. A key focus will be on speech analytics and its interplay with AI - understanding its potential, limitations, and why it hasn't yet become a mainstream tool. We'll discuss the importance of linking what customers say to their actions and outcomes, emphasizing the need to start with identifying the problem rather than jumping to solutions. Ian will shed light on the right questions CX leaders should ask for AI success and why AI solutions often end up isolated. We'll also touch on the significance of silence in speech analytics, the hurdles in acting on data insights, and the balance between striving for perfection and accepting reality. This episode promises to offer a deep dive into the complexities of CX, enhanced by real-world case studies from Capita, The Times, and Anglian Water.Join us as we dive into the details. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 Microsoft Copilot: Enterprise lessons learned with Pete Kemp 52:57
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Play Later Play Later Lists Like LikedPete Kemp is a Principle Consultant at FSP, a consulting firm aimed at accelerating digital transformation for brands. Pete was previously the Managing Director of EBM, an enterprise conversational AI platform providing AI automation technology and services. He has a wealth of knowledge and experience in the practicalities of implementing AI at scale and now works pretty much exclusively with implementing Microsoft Copilot within large enterprises. This episode is all about the lessons learned from this journey of enabling large brands with Microsoft Copilot. For those that might not know, Microsoft announced Copilot in 2023; an AI assistant that integrates with Bing, Edge, Windows, Microsoft 365. A one stop shop for all your productivity needs. It also announced Copilot Studio, a development environment where you can build your own Copilots and custom GPTs for your enterprise use cases. No doubt this is an exciting area for Microsoft customers and those interested in the practicalities of implementing generative AI. Join us as we dive into the details. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 Esteemed author, Byron Reese, discusses the impact of AI on work, life and society 1:01:15
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Play Later Play Later Lists Like LikedByron Reese is a serial entrepreneur with a quarter-century of experience building and running successful technology companies, with multiple acquisitions, IPOs and patents along the way. He is an award-winning author of books such as Stories, Dice and Rocks That Think, and; The Fourth Age: Smart Robots, Conscious Computers, and the Future of Humanity, a book that tackles artificial intelligence, robots, automation, and the future of work. He’s a speaker and futurist, with a strong conviction that technology will help bring about a new golden age of humanity. Byron currently serves as the CEO of JJ Kent Incorporated, a venture-backed technology company that recently launched Scissortail.ai, a proprietary artificial intelligence tool set to inform new product and listing strategy, and delight consumers. I’m honoured and delights to be joined by Byron for this episode where we’ll look at the unavoidable future of AI and its impact on our lives. Why does your belief in a monistic or dualistic reality determine your view on what computers can or can’t do? Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Be sure to register for our upcoming webinar with Quiq & LOOP car insurance here - https://vux.world/generative-ai-in-production-loops-success-story/ Hosted on Acast. See acast.com/privacy for more information.…
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1 What to expect from gen AI in enterprise this year, with Philipp Heltewig, CEO, Cognigy 48:10
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Play Later Play Later Lists Like LikedWhat can we expect from AI over the next 12 months? What kind of use cases will make it to production and add value? What will the impact be for businesses that leverage it? What will be the challenges and hurdles we’ll need to overcome to make it work? And what does one of the market leading AI automation platforms plan to do about it? Join me as I speak with the CEO of Cognigy, Philipp Heltewig, and dive into the year ahead in AI.. Hosted on Acast. See acast.com/privacy for more information.…
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1 Designing AI assistants with 50 years of conversation analysis with Liz Stokoe 1:04:37
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Play Later Play Later Lists Like LikedLiz Stokoe is an author and professor at the London School of Economics Register for our upcoming webinar here - https://vux.world/generative-ai-in-production-loops-success-story/ Hosted on Acast. See acast.com/privacy for more information.
A few months ago we reached out to conversation designers to ask what challenges they struggle with. The idea had come from a conversation with Ilana Meir at Unparsed, who thought an ‘agony aunt’ for Conversation Designers could be useful and fun, just like Dear Abby helps people with personal problems. Why would we want that? Well, this role isn’t well defined. We have some trailblazers in the industry to inspire us, and we have some great books and courses, but still there’s a lot of questions that a conversation designer might not be able to answer. Someone may be a team of 1 at a large company for example, where they can’t ask a mentor for advice. So, we’ve got two leading lights of the industry to answer crowdsourced questions from the conversation design community! We have Rebecca Evanhoe, who is an experienced conversation designer and co-author of Conversations With Things (which is hands-down one of the best CxD books), and we have Wally Brill, who has been at the coalface of conversation design at companies like Nuance and Google. So, consider this to be the mentoring session you always wanted but could never arrange. When else are you going to get advice from Rebecca Evanhoe and Wally Brill, answering the specific questions that many conversation designers are struggling with, right now? Get yourself a warm beverage and tune in. Hosted on Acast. See acast.com/privacy for more information.…
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1 A year in enterprise AI: 2023 review with Frank Schneider, Verint 1:00:59
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Play Later Play Later Lists Like LikedWhat a wild year it’s been in AI. Every second minute, there’s a news story. If it’s not Open AI burning down, then reassembling, it’s more funding, more breakthroughs, more products and more capabilities. Businesses across the world have finally woken up to the disruptive potential of AI, but what are they doing about it? I’m joined by Frank Schneider, AI Evangelist, Verint, to run through some of the highlights of the year, appraise the AI Naughty and Nice List and discuss the past, present and future potential of AI in the enterprise as we swing towards 2024. Hosted on Acast. See acast.com/privacy for more information.…
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1 What's going on at OpenAI? Plus, some LLM developments, with Matt Taylor 56:59
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Play Later Play Later Lists Like LikedFirst, CEO Sam Altman was fired from Open AI. Then, VP Greg Brockman fled. They both then joined Microsoft and now, news is coming out about 710 staff petitioning the board, threatening to resign and join Microsoft if the board don't leave! I'm joined by Matt Taylor, CPO, Knowbl to dive into what's going on. Also, Matt will share some new research and techniques to help enterprises make the most of large language models. Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI Hosted on Acast. See acast.com/privacy for more information.…
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1 Leveraging Amazon Bedrock for Generative AI Applications with JP 1:10:04
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Play Later Play Later Lists Like LikedJP is the Co-Founder and CTO of SmartBots, a platform that's making the most of Amazon Bedrock Foundation Models and enabling developers and brands to build generative AI applications. Find out about the biggest opportunities and considerations for brands seeking to use generative AI in customer experience, as well as how you can use the SmartBots platform to accomplish just that. Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI - https://aiworldseries.com/ Make sure to check out - Smartbots.ai Visit JP's LinkedIn - https://www.linkedin.com/in/jaya-prakash-kommu-a1b7a911/ Hosted on Acast. See acast.com/privacy for more information.…
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1 The proof is in your data: conversation analytics at scale with Andrew Moorhouse 1:23:33
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Play Later Play Later Lists Like LikedAndrew Moorhouse has worked with the world’s leading consulting firms and household name brands to understand what’s really going on with CX performance. Is live chat really all it’s cracked up to be? Is NPS any good? Can it be predicted based on common conversational markers? What should you really be focusing on in order to move the needle with your customer experience automation programmes? Andrew shares all. Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI. Check out some of Andrews articles below! Predicting NPS using AI and 10,000 LivePerson Transcripts Death of Live Chat It’s time to rethink Conversational AI Hosted on Acast. See acast.com/privacy for more information.…
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1 AI literacy with Mara Cairo, Product Owner, Amii 55:50
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Play Later Play Later Lists Like LikedMara Cairo, Product Owner at Amii, joins me to chat about how businesses be thinking about AI, how you should be implementing it, what your blind spots and challenges are likely to be and how to develop your AI literacy. Enter one of the world's biggest AI awards - Find out more Join us on our upcoming webinar with wysdom - Register now Vist Amii Hosted on Acast. See acast.com/privacy for more information.…
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1 AI in Healthcare with Adam Odessky, Sensley 55:06
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Play Later Play Later Lists Like LikedGartner recently forecast that by 2025, 50% of digital communications will be driven by AI avatars. A company that's been using AI avatars for years to deliver AI-mediated healthcare services is Sensley. Co-Founder and CEO, Adam Odessky, joins me to share the pros and cons of AI-mediated Avatars, as well as the Sensley story, AI in healthcare case studies and the shape of the AI market in healthcare. Hosted on Acast. See acast.com/privacy for more information.…
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1 AI-based routing in contact centres with Ronald Rubens, Sentio CX 50:07
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Play Later Play Later Lists Like LikedRonald Rubens, CEO, Sentio CX joins us to share the current issues with live agent escalations and how Sentio CX AI-based routing is helping make sure that every AI agent conversation that requires escalation to live humans, is done so efficiently and effectively. Hosted on Acast. See acast.com/privacy for more information.…
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1 Conversations Squared With Justin randall 1:11:38
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Play Later Play Later Lists Like LikedIt’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, the conversation designer needs to make sure that it is purpose designed for the people who will use it. Both of those roles are vital. I wanted to get a better understanding of what a programmer thinks about! What do they need to know, and why, and how do they see the collaboration with conversation designers? There was nobody better to ask than Justin Randall. He’s got 20 years of experience in telecoms, he’s knowledgeable, and he’s the programmer I work with every day! We discussed collaboration for an hour. This is the part of the job that gets too little attention - how can we work together to get the best result? Listen up to see what Justin has to say. Hosted on Acast. See acast.com/privacy for more information.…
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1 Customer journey analytics with Tim Friebel 1:00:47
1:00:47 Play Later Play Later Lists Like Liked1:00:47
Play Later Play Later Lists Like LikedTim Friebel is the Global Experience Transformation Lead at Genesys and brings a wealth of experience in customer journey analytics; a crucial and underserved element of conversational automation. Tim joins me to share the insights and tips that'll help you understand your customers better and improve customer experience using customer journey analytics. Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 The Uniphore approach to conversational automation with Kim West 58:49
58:49 Play Later Play Later Lists Like Liked58:49
Play Later Play Later Lists Like LikedKim 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. Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 Why messaging should be part of your content strategy, with Nick Martin 59:52
59:52 Play Later Play Later Lists Like Liked59:52
Play Later Play Later Lists Like LikedYou've seen and heard of the value of conversational AI such as chat, voice and messaging assistants for customer service, but what about using the channel as part of your content strategy? We're joined by Nick Martin, co-founder, Direqt, to discuss how media and entertainment companies are embracing messaging as a core part of their content delivery offering, and how you can too. Hosted on Acast. See acast.com/privacy for more information.…
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VUX World
1 The future trajectory of AI in customer experience, with Sham Aziz 53:13
53:13 Play Later Play Later Lists Like Liked53:13
Play Later Play Later Lists Like LikedSham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the current and future trajectory of AI for customer experience and enterprise automation. Hosted on Acast. See acast.com/privacy for more information.
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VUX World
Designers love to talk design. Often people focus on their favourite tools, processes, hacks and gripes. It all matters. The technical aspects are just as important as well. We’re designing conversations with technology - we need to get intimate with the benefits and limitations of machines so that we can succeed. What about the social/collaborative side of the job though? We all know that’s a huge part of the job, but so few people seem to be talking about it. That’s why Millani Jayasingkam is such a great person to talk to. She’s a senior conversation designer who knows the power of a good community. She hosts the Voice This! Podcast and runs events focused on conversational AI. Why does being part of a community matter to your work? What has Millani done to build communities? How did it help? Listen up to find out 00:00 Intro 11:43 What's Millani's favourite bot? 13:29 What conversational AI jargon do you struggle with? 19:00 Which synthetic experience would you most like to have? 21:39 With interviews we need to break the ice 23:39 Finding the right time to ask a question 26:01 People know the result, not what you'd imagined 27:12 On Voice Tech Global (formerly Voice Tech Toronto) 30:15 We're part of communities that evolve 33:52 We need communities to learn from 37:35 Tech and design isn't enough, we need communication 42:56 We all contribute to the community 46:04 The tables are turned - Millani asks Ben 49:12 The Conversation Designer's Links board on Notion 52:33 People respond well to genuine curiosity 54:20 How does Ben keep up to date? 56:10 How does Millani keep up to date? 57:10 Conversation designers need to keep talking 59:42 An observer to a recorded conversation also participates 01:01:02 Outro Hosted on Acast. See acast.com/privacy for more information.…
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