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

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 accent. You may like their…

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

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 be generated) and they can…

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  • Kane Simms

Counteracting the risk of LLMs
Counteracting the risk of LLMs 1792 1024 Kane Simms

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 issue emerging, it’s never going…

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

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 that’s getting it right. It…

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  • Kane Simms

Balancing AI and Human Insight
Balancing AI and Human Insight 1920 1080 Kane Simms

Unless you’ve been orbiting in a space station with no Wi-Fi you’ll know that there’s a lot of hype around LLMs such as ChatGPT. However, what everyone craves are best…

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The end of role play in conversation design?
The end of role play in conversation design? 1260 720 Ben McCulloch

There’s a common practice in conversation design, where a design team will role play a conversation with the intention of identifying common conversational patterns, and distilling that down into an…

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It still takes effort to make a really good assistant
It still takes effort to make a really good assistant 1920 1080 Ben McCulloch

Come on then conversation designers – who’s bored by the lack of challenges in our industry? What, nobody? It’s no surprise really. We conversation designers have to be comfy with…

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  • Kane Simms

Conversational AI continues its momentum into 2024
Conversational AI continues its momentum into 2024 1920 1080 Kane Simms

We’re nearing the end of 2023, a year that saw conversational AI explode into the mainstream. I recently sat down with Frank Schneider, AI Evangelist at contact center technology provider,…

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Yes, ChatGPT has a persona and you should be careful
Yes, ChatGPT has a persona and you should be careful 1920 1080 Ben McCulloch

When communicating with an AI assistant, we always observe its persona. They give away little hints while we communicate with them, and that makes us imagine a persona, as if…

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