Opinion

Why Google CCAI (Contact Centre AI) partnerships with contact centres is REALLY smart

Why Google CCAI (Contact Centre AI) partnerships with contact centres is REALLY smart 1800 1200 Kane Simms

Google Contact Centre AI (CCAI) services are becoming bundled into almost every contact centre you can find. Here’s why that’s a super-smart move from Google.

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Why ‘containment rate’ is NOT the best way to measure your chatbot or voicebot

Why ‘containment rate’ is NOT the best way to measure your chatbot or voicebot 1800 1200 Kane Simms

Here’s why ‘containment rate’ isn’t the right way to measure the success of your chat bot or IVR bot and the 3 things you should use instead.

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Is innovating first worth it?

Is innovating first worth it? 2470 1274 Kane Simms

Is being first to adopt conversational AI worth it? Or should you wait? https://www.youtube.com/watch?v=IEkW2rAkUdo The people that go first tend to make mistakes that the rest of the market can…

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A difference between conversational AI and your website

A difference between conversational AI and your website 1532 850 Kane Simms

One of the differences between conversational AI and, say, your website or most other channels that don’t rely on natural language is that…

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You might not have a choice about voice

You might not have a choice about voice 916 687 Kane Simms

It’s ironic, but you might not have a choice about voice.

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When will voice AI disrupt your industry?

When will voice AI disrupt your industry? 912 684 Kane Simms

Find out how voice AI is disrupting industries with Mike Zagorsek of SoundHound. Register here.

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Amazon Echo Show: TV 3.0?

Amazon Echo Show: TV 3.0? 2191 1242 Kane Simms

If the Amazon Echo is radio 2.0, then is the Echo Show, with Zoom and Netflix, TV 3.0?

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Are you over-polishing your chatbot?

Are you over-polishing your chatbot? 904 678 Kane Simms

When designing a chat bot or voice bot, be careful not to over-polish your dialogue. Keep it natural and free flowing. Here’s how.

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Alexa, the Amazon Services Trojan Horse?

Alexa, the Amazon Services Trojan Horse? 1656 1242 Kane Simms

Is the Amazon Echo and Alexa a trojan horse to allow Amazon to sell more products? Nope, but it might be to sell more services.

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Your bot’s not an expert, it’s a toddler, and that’s OK

Your bot’s not an expert, it’s a toddler, and that’s OK 1800 1200 Kane Simms

Standford University found that chatbots and voicebots that are positioned as toddlers fair better than those positioned as experts.

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