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Articles

How United Airlines automates 64% of special requests with AI-enabled voice guidance

How United Airlines automates 64% of special requests with AI-enabled voice guidance 1536 1024 Kane Simms

Discover how a multimodal approach improved United Airlines’ user experience. 

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Top AI trends shaping customer experience in 2025

Top AI trends shaping customer experience in 2025 1920 1080 Kane Simms

Learn what’s happening with AI in customer experience and what businesses should focus on in 2025.

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How Agentic AI gets stuff done in customer experience

How Agentic AI gets stuff done in customer experience 1920 1080 Ben McCulloch

Is the term Agentic AI new to you? Don’t worry. It seemingly became one of the most discussed terms in conversation AI overnight. Think of Agentic AI as an AI…

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7 reasons why you need a conversation designer

7 reasons why you need a conversation designer 2560 1920 Ben McCulloch

Do you know what a conversation designer does? If you do, then chances are you work in the Conversational AI industry. The rest of the world doesn’t seem to get…

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Why AI is a change project, not a tech project

Why AI is a change project, not a tech project 1280 720 Kane Simms

AI is a change project, not a tech project. Why? Because success doesn’t rely on how good the technical solution is. It relies on how well it’s integrated and adopted.…

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The full stop problem: RAG’s biggest limitation

The full stop problem: RAG’s biggest limitation 1114 627 Kane Simms

RAG (Retrieval Augmented Generation) systems are quickly becoming the go-to solution for those looking to leverage AI in business. But RAG systems have some inherent limitations that negatively impact user…

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Gen AI could revolutionise voice too

Gen AI could revolutionise voice too 2560 1707 Kane Simms

How has generative AI impacted the voice space? We’ve heard a great deal about LLMs being used in chatbots. While the most famous product is undoubtedly ChatGPT, LLM-based chatbots have…

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UX Research for Conversational AI Experiences: The Definitive Guide

UX Research for Conversational AI Experiences: The Definitive Guide 2560 1508 Emily Uematsu Banzhaf

User experience (UX) research is the process of uncovering user wants, needs, pain points, motivations, and behaviors. The goal is to create data-driven, user-centered experiences that meet user needs and…

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Purposeful Vs Emergent AI Strategy: what path should you be on?

Purposeful Vs Emergent AI Strategy: what path should you be on? 960 540 Kane Simms

As you start to put together your AI strategy, you need to understand whether you’re pursuing a purposeful AI strategy or an emergent AI strategy. This will enable you to…

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Best tips for prompt engineering: Insights from Anthropic

Best tips for prompt engineering: Insights from Anthropic 1920 1080 Kane Simms

Prompt engineering has rapidly emerged as a crucial skill in effectively working with advanced AI models. For those with experience, refining your prompts can significantly improve AI performance and unlock…

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