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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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LNER trial digital human in Newcastle train station
How LNER’s digital human could revolutionise train travel 1120 840 Ben McCulloch

How LNER’s digital human could revolutionise train travel

Bots take many shapes and forms, and each has their unique challenges. How about this one though – a digital human installed in a busy…

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Decathlon’s 5 year automation strategy took 6 months thanks to AI 1120 840 Ben McCulloch

Decathlon’s 5 year automation strategy took 6 months thanks to AI

Despite the pains and sadness of the pandemic, there have been some curious and exciting developments. The sudden jolt to normal life caused many brands…

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Landry’s find the perfect use case for a voice assistant 1120 840 Ben McCulloch

Landry’s find the perfect use case for a voice assistant

Landry’s Inc. is a US-based corporation that has 72 restaurant brands and 600 restaurants, hotels, casinos and entertainment destinations across the US, turning over $3…

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Why NLU training needs brains 2404 1798 Ben McCulloch

Why NLU training needs brains

While preparing this blog I had an uncanny moment.

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Do you know enough about AI to use it responsibly? 1120 840 Ben McCulloch

Do you know enough about AI to use it responsibly?

If you work with AI then data is one of the building blocks of your business. Discussions around data invariably bring up jargon. Do you…

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A ground-breaking ‘human-in-the-loop’ approach to AI 1120 840 Ben McCulloch

A ground-breaking ‘human-in-the-loop’ approach to AI

One amazing thing about the conversational AI ecosystem is the level of innovation we see every week. Here’s a ground-breaking innovation for human-in-the-loop AI.

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The intelligence revolution 1120 840 Ben McCulloch

The intelligence revolution

Did nobody tell you there’s a revolution going on? It’s actually the next stage in a sequence that started long ago.

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7 steps to stop bots saying 'can you repeat that?'
7 steps to stop bots saying ‘can you repeat that?’ 1890 1417 Ben McCulloch

7 steps to stop bots saying ‘can you repeat that?’

When you release a digital assistant into the world, you hope it will never have to say the words “can you repeat that?”

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The ultimate guide to agent assist for call centres
The ultimate guide to agent assist for call centres 1120 840 Ben McCulloch

The ultimate guide to agent assist for call centres

Here’s your ultimate guide to agent assist: why it’s needed, what it is and how to implement it to help your call centre agents and…

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AI: beyond cost saving 1640 924 Kane Simms

AI: beyond cost saving

Why do businesses invest in AI? Most people would say it’s to save cost. Cynics would say it’s to replace all humans with machines (which…

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Thoughts on Google’s LaMDA 2 2560 1437 Kane Simms

Thoughts on Google’s LaMDA 2

At Google I/O, LaMDA 2 was announced. Google’s second iteration of its large language model, LaMDA.

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Challenges we currently face in conversation design 1640 924 Brian Smith

Challenges we currently face in conversation design

Brian Smith, Sr Product Manager, Intuit, shares his research into the top challenges faced by conversational AI teams in 2022.

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the next generation of synthetic human voices
The next generation of synthetic human-like voices 1920 1080 Ben McCulloch

The next generation of synthetic human-like voices

Why have film-makers been slow to adopt synthetic voice? They could generate voices quickly and more cheaply. They could pick and choose from a huge…

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Conversation design: towards a single source of truth 800 550 Ben McCulloch

Conversation design: towards a single source of truth

It’s funny how we’d always taken conversations for granted until we had to design them. What was once so natural for us – two or…

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Best Practices In Conversation Design
Best Practices For Conversation Design 2240 1260 Kritika Yadav

Best Practices For Conversation Design

Giving life to your bot is not an easy task. Being in the Conversation Design space for almost 5 years now, I’ve come across numerous…

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Call centre authentication with Matt Smallman, Founder, SymNex Consulting
Here’s something you’ll need soon enough 1747 1241 Kane Simms

Here’s something you’ll need soon enough

Most companies aren’t mature in their AI operations to have graduated to automated use cases that are fully transactional.

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Lego bricks representing modular technology components
Voice AI Lego: the importance of modularity 1024 768 Ben McCulloch

Voice AI Lego: the importance of modularity

Why a modular approach to voice AI technology selection gives you ultimate flexibility, according to Shawn Edmunds, CRO, Lumenvox.

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Disruptel voice assistant that can see
Voice with X-Ray vision? 730 464 Ben McCulloch

Voice with X-Ray vision?

Learn how Disruptel is disrupting TV content consumption with voice assistant capabilities that can see what you’re watching.

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GOOGLE announce CCAAS solution with Ujet
Google announces CCaaS solution 1920 1080 Kane Simms

Google announces CCaaS solution

Google has announced its very own contact centre as a service in partnership with ujet.

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Amazon Lex Automated Chatbot Builder VUX World
Has Amazon just cracked conversation design once and for all? 1600 1200 Kane Simms

Has Amazon just cracked conversation design once and for all?

Has Amazon’s latest Lex feature: Automated Chatbot Builder, just solved conversation design for everyone?

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The AI privacy barrier: will Sonos be the first to hurdle it? 1600 1200 Kane Simms

The AI privacy barrier: will Sonos be the first to hurdle it?

A code leak confirms Sonos voice assistant is coming. Will this be the first voice assistant with true privacy at the heart?

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