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Voice UX Design in a generative AI world with Cooper Johnson

Voice UX Design in a generative AI world with Cooper Johnson 1920 1080 Kane Simms

Cooper Johnson is a Voice UX Designer at Gridspace, one of the leading voice AI technology companies.

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Customer and Agent Perspectives on Enterprise AI Adoption in 2024

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

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 people feel about AI though?…

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Traversing the uncanny valley with Falene McKenna

Traversing the uncanny valley with Falene McKenna 1920 1080 Kane Simms

Falene McKenna is arguably the most charismatic member of the conversation design community.

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8 top AI use cases for contact centres

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

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 contact centre. I’ll share them…

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AI Design Principles

AI Design Principles 1920 1080 Kane Simms

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

10 differences between small language models (SLM) and large language models (LLMs) for enterprise AI 1920 1080 Kane Simms

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 more data and more computing…

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The changing role of the AI-enabled contact centre

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

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 large language models vs small…

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CSAT and NPS are dead. Good Riddance. With Richard Smullen

CSAT and NPS are dead. Good Riddance. With Richard Smullen 1800 1200 Rebecca Christie

Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences.

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The role of AI in music with SoundCloud’s Hazel Savage

The role of AI in music with SoundCloud’s Hazel Savage 1600 1200 Kane Simms

Hazel joins us to discuss the role of AI in music, the opportunities, challenges and future.

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How we built AI assistant, Sandy, with loveholidays

How we built AI assistant, Sandy, with loveholidays 1600 1200 Rebecca Christie

The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy.

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    Exclusive insight report: How AI agents keep CX stable when volume explodes
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