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Exploring the Evolution of AI in Search and Contact Centers: Insights from Google’s Vlad Vuskovic 1792 1024 Kane Simms

Exploring the Evolution of AI in Search and Contact Centers: Insights from Google’s Vlad Vuskovic

Vladimir Vuskovic, a key figure at Google in the development of AI, particularly in Google Assistant, search and contact centre applications, recently joined me on…

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Make sure your AI policy includes this… 1280 720 Kane Simms

Make sure your AI policy includes this…

In the last few months, I’ve spoken to a handful of companies that are stalled on moving forwards with their AI plans, or even putting…

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2 of the best approaches to AI automation for contact centres: Deep dive 1280 719 Kane Simms

2 of the best approaches to AI automation for contact centres: Deep dive

When beginning to consider how and where you can use AI within your contact centre, you’ll first need to define your strategy. Part of that…

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AI reduces call volumes by 40% for Tallahassee State College 1920 1080 Kane Simms

AI reduces call volumes by 40% for Tallahassee State College

Most people might not see the connection between a college degree and the quality of the student experience. However, a study by California State University,…

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Conversations Unparsed: Industry Leaders Share Their Vision for AI 1200 800 Ben McCulloch

Conversations Unparsed: Industry Leaders Share Their Vision for AI

During Unparsed 2024 we asked 10 CAI professionals to tell us what they’re working on. They come from a range of companies, from startups with…

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How to define your AI roadmap 1280 716 Kane Simms

How to define your AI roadmap

Many organisations have woken up to the potential of AI over the last couple of years. Every second CEO wants their own version of ChatGPT.…

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Real-Time Accent Transformation for Call Centres 1792 1024 Ben McCulloch

Real-Time Accent Transformation for Call Centres

You know that moment when the live agent connects to your call. You hear their first words, and your mind is scrambling to detect their…

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Seven key insights from creating an award-winning AI chatbot 1920 1080 Ben McCulloch

Seven key insights from creating an award-winning AI chatbot

You may have been put off by overhyped and under-delivering bots in the past, however there is now concrete proof that AI assistants can deliver huge returns on their investment.

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Scaling debt recovery with an AI assistant – a success story 1920 1080 Ben McCulloch

Scaling debt recovery with an AI assistant – a success story

Find out how a chatbot built by VUX World reduced query resolution times to 2 ½ minutes (saving 400 agent hours in under a year) and improved CSAT by 30%.

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Customer and Agent Perspectives on Enterprise AI Adoption in 2024 1792 1024 Ben McCulloch

Customer and Agent Perspectives on Enterprise AI Adoption in 2024

You’re reading this because you have an interest in conversational AI. You’ve probably embraced it and already use it in your work. How do other…

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8 top AI use cases for contact centres 1022 720 Kane Simms

8 top AI use cases for contact centres

I recently gave a talk at a webinar, hosted by Servion and Cisco, where I laid out the top use cases for AI in the…

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AI Design Principles 1920 1080 Kane Simms

AI Design Principles

Make consistently effective design decisions & improve user experience of AI services by adopting these AI Design Principles within your team and organisation.

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A large elephant representing large language models and a mouse representing small language models
10 differences between small language models (SLM) and large language models (LLMs) for enterprise AI 1920 1080 Kane Simms

10 differences between small language models (SLM) and large language models (LLMs) for enterprise AI

With all this talk about large language models, you’d be forgiven for thinking that they’re going to solve the world’s problems. All we need is…

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The changing role of the AI-enabled contact centre 1260 720 Kane Simms

The changing role of the AI-enabled contact centre

I was recently at an event organised by Kore.ai in The Shard. A lovely spot where I had the pleasure of facilitating a workshop on…

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Whose job is prompt design? 1920 1080 Ben McCulloch

Whose job is prompt design?

This article was written by Benjamin McCulloch, Content and Conversation Designer at VUX World. It seems there isn’t agreement within the Conversational AI industry about…

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Is it safe to use LLMs in a healthcare setting? 1792 1024 Ben McCulloch

Is it safe to use LLMs in a healthcare setting?

You may be tempted to say no. There’s two obvious reasons why; LLMs hallucinate (which could mean that nonsense or simply incorrect health advice would…

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Balancing Tech Advancements with a Human Touch in Customer Service 1792 1024 Ben McCulloch

Balancing Tech Advancements with a Human Touch in Customer Service

How do you adapt to technological advancements while maintaining a human touch? AI is great at routine and easy to accomplish tasks, whereas humans can…

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Counteracting the risk of LLMs 1792 1024 Kane Simms

Counteracting the risk of LLMs

As of now, using LLMs in high-stakes enterprise customer interactions could be considered a risk. Although there are more robust ways of mitigating the hallucination…

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7 practical tips to implement Microsoft 365 Copilot for your business 1920 1080 Kane Simms

7 practical tips to implement Microsoft 365 Copilot for your business

I recently sat down with Pete Kemp, Principal Consultant at FSP, to discuss the lessons learned in implementing Microsoft 365 Copilot for enterprise businesses. Pete…

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A futuristic cityscape at twilight, blending technology with nature. Diverse individuals interact with AI technologies, including holograms and robots, against a backdrop of eco-friendly skyscrapers. Drones fly overhead in the sky, transitioning from day to night, symbolising the onset of a new era in human and AI coexistence. This vibrant scene captures the potential impacts of AI on jobs, intelligence, and our collective future.
The Future of AI and Humanity: Insights from a Conversation with Byron Reese 1792 1024 Kane Simms

The Future of AI and Humanity: Insights from a Conversation with Byron Reese

Discover the profound impacts AI may have on jobs, intelligence, and the broader future we’re collectively navigating towards.

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7 new AI case studies from 7 top brands 2433 1369 Kane Simms

7 new AI case studies from 7 top brands

The Cognigy Experience Summit recently concluded, and I was honoured to be there as a guest speaker. It was a gathering of Cognigy customers, partners,…

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Why CAI needs skin in the game 1792 1024 Ben McCulloch

Why CAI needs skin in the game

The notion that AI will take our jobs and then destroy us is frustratingly hard to kill. It lacks scientific basis but it caught the…

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How to navigate the 3 risks of LLMs in CAI 1920 1080 Ben McCulloch

How to navigate the 3 risks of LLMs in CAI

Most companies want to know how to find success with generative AI today. Few have managed to demonstrate it. Loop Car Insurance is one company…

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The evolution of the full-stack conversation designer 1280 720 Ben McCulloch

The evolution of the full-stack conversation designer

Just a few years ago we saw the concept of the ‘full-stack conversation designer’ emerge. Essentially, this job title meant that the designer could see…

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