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"A robot and a human discussing the future of humanity in a futuristic city landscape". DALL-E 2
ChatGPT: the good, the bad and the future 1024 1024 Kane Simms

ChatGPT: the good, the bad and the future

It’s been a week since the launch of ChatGPT, Open AI’s latest large language model (LLM), which has taken the AI industry by storm. Many…

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Top 10 conversational AI trends for 2023 1120 840 Ben McCulloch

Top 10 conversational AI trends for 2023

Vonage hosted the ‘What’s Next for Conversational AI’ panel during VUX @ VOICE22, a full day of VUX World programming at VOICE22 in Arlington, VA.

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5 steps to selecting the perfect partner for conversational automation 1120 840 Ben McCulloch

5 steps to selecting the perfect partner for conversational automation

Recently, we wrote about Florida Blue’s multi-channel assistant. A Visual IVR system with a voice assistant that helps the health insurance company’s customers apply for…

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Is our love for the web holding us back? 1120 840 Ben McCulloch

Is our love for the web holding us back?

Many of the brands Kane interviews on VUX World are taking careful 1st steps into conversational AI. They already have a website, they have a…

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Why you should take data privacy more seriously 1120 840 Ben McCulloch

Why you should take data privacy more seriously

Sometimes I tell people I work in conversational AI and they say “I don’t have an Alexa or Google Assistant because I don’t want tech…

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Why should you measure bots like humans? 1120 840 Ben McCulloch

Why should you measure bots like humans?

You’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates…

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Holistic AI services: the future of CX? 925 615 Ben McCulloch

Holistic AI services: the future of CX?

We have best practices when implementing Conversational AI – find the repetitive tasks you do every day that don’t require analytical thought to solve, and…

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Why context is truth in conversational AI 1120 840 Ben McCulloch

Why context is truth in conversational AI

If you want to understand how machines pick apart the things we say to pull relevant data from it then you simply must listen to…

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Why you need Botium before you make your bot 1120 840 Ben McCulloch

Why you need Botium before you make your bot

Frequently, once brands decide they need a bot they’ll pick the platform straight away. That’s before they’ve even considered the use case. Generally speaking, their…

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You must see Amelia’s 7 Design Principles 1120 840 Ben McCulloch

You must see Amelia’s 7 Design Principles

How do you ensure you’re on the right track in conversational AI? How do you ensure you’re not wasting time and resources on something that…

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Automating insurance claims with conversational AI 1120 840 Ben McCulloch

Automating insurance claims with conversational AI

What do you do when your kitchen sink springs a leak? If you’re covered by Homeserve’s insurance you’d call them up and ask for a…

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Kane Simms speaking
How to find success with voice automation 1920 1080 Kane Simms

How to find success with voice automation

Here’s a high level overview of the kind of value you can find with voice assistants for CX automation, and how to set yourself up…

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Here’s a vision of the future you must read 1120 840 Ben McCulloch

Here’s a vision of the future you must read

We’ve seen many attention-grabbing headlines about how AI is going to steal our jobs.  It hasn’t happened yet though, has it? It’s important to remember…

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Check out Florida Blue’s multimodal marvel! 1120 840 Ben McCulloch

Check out Florida Blue’s multimodal marvel!

Where’s the best place to start your automation journey? Look for an issue you deal with every day that doesn’t require analytical thought to solve.

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HSBC Chatbots and Conversational Ai
HSBC knows the measure of a great digital assistant 1120 840 Ben McCulloch

HSBC knows the measure of a great digital assistant

There’s a good chance you’ve heard of HSBC as it’s Europe’s largest bank with nearly $3 trillion in assets.

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Why should you consider conversation’s unwritten rules? 1120 840 Ben McCulloch

Why should you consider conversation’s unwritten rules?

Human conversations don’t follow a map. Even if you try to plan your chat, things often go off-topic quickly. It doesn’t matter much. No matter…

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Top 20 AI Adoption Challenges
Top 20 AI adoption challenges from 50+ organisations 935 579 Kane Simms

Top 20 AI adoption challenges from 50+ organisations

Here are the top 20 AI adoption challenges from over 50 organisations that took part in a series of workshops I ran with Cognigy.

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AI at Marks and Spencer: 2 current use cases 1120 840 Ben McCulloch

AI at Marks and Spencer: 2 current use cases

How do you take a quintessential British brand, steeped in tradition and history, with a legion of customers (quite a few who are in the…

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Why Aflorithmic is the WordPress of audio production 1120 840 Ben McCulloch

Why Aflorithmic is the WordPress of audio production

Sound production is complex but Aflorithmic helps people create automated soundtracks as easily as building a website.<!–more–> Sound designers and music composers make thousands of…

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How to connect any conversational ai framework to any call centre using audiocodes
How to connect any digital assistant to any call centre 1600 1200 Ben McCulloch

How to connect any digital assistant to any call centre

Digital assistants need to be properly implemented in order to achieve their goals, and until now contact centres struggled with this for a number of…

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The 2 things holding AI assistants back (and it’s not tech) 1280 720 Kane Simms

The 2 things holding AI assistants back (and it’s not tech)

We’ve long had a vision for what AI assistants could be capable of. Hal, Computer from Star Trek, Kitt from Knightrider, Holly from Red Dwarf,…

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A novel approach to designing bot personas 1120 840 Ben McCulloch

A novel approach to designing bot personas

“There is no such thing as a voice user interface with no personality,” according to Voice User Interface Design, written by Michael H. Cohen, James…

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Balto Real Time Index Example
Balto’s Real Time Index analyses 100m+ calls to enable agents to offer better CX 1280 720 Kane Simms

Balto’s Real Time Index analyses 100m+ calls to enable agents to offer better CX

I previously asked whether AI companies in customer service are the next Google’s, Instagram’s etc. Here’s some evidence on how that might occur.

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How ABN Amro Bank developed AI maturity
How ABN AMRO bank developed AI maturity 1120 840 Ben McCulloch

How ABN AMRO bank developed AI maturity

Although conversational AI has decades of history, there’s relatively few companies around who you would call mature in AI terms. But here’s one.

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