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		<title>How Essent saved €1.8 million by listening to their call centre agents</title>
		<link>https://vux.world/how-essent-saved-e1-8-million-by-listening-to-their-call-centre-agents/</link>
		
		<dc:creator><![CDATA[Kane Simms]]></dc:creator>
		<pubDate>Fri, 22 Aug 2025 11:46:27 +0000</pubDate>
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		<category><![CDATA[Content]]></category>
		<category><![CDATA[ai assistant]]></category>
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					<description><![CDATA[Most AI success stories sound too good to be true. This one&#8217;s different because it started with something we&#8217;ve all experienced: being put on hold while someone searches for an answer they should already know. Essent is the Netherlands&#8217; biggest energy provider, and like most large companies, it had customer service agents drowning in calls [&#8230;]]]></description>
		
		
		
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		<title>Inside the AI copilot revolution that saved Essent €1.8M with Kellin Sjoerds and Ricky Rekkers</title>
		<link>https://vux.world/inside-the-ai-copilot-revolution-with-essent-kellin-sjoerds-and-ricky-rekkers/</link>
		
		<dc:creator><![CDATA[Taras Semeniuk]]></dc:creator>
		<pubDate>Fri, 11 Jul 2025 10:58:44 +0000</pubDate>
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		<category><![CDATA[call centre]]></category>
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					<description><![CDATA[Discover how Essent built an award-winning AI copilot that cut call times, empowered agents, and saved €1.8M - all through innovative design, safe deployment, and real-world innovation.]]></description>
		
		
		
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		<title>The killer combo: How your AI assistant can save costs AND generate revenue</title>
		<link>https://vux.world/the-killer-combo-how-your-ai-assistant-can-save-costs-and-generate-revenue/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Mon, 30 Jan 2023 13:00:56 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[ai assistant]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[commerce]]></category>
		<category><![CDATA[IVR]]></category>
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		<guid isPermaLink="false">https://vux.world/?p=12604</guid>

					<description><![CDATA[There are a lot of digital assistants designed for customer support. That has value. If you’re taking tasks off your live agent’s plate, then you’re helping them focus on more complex tasks. However, that’s not all AI assistants can do. Can’t they also generate revenue? Can’t they turn unhappy customers into smiling ones? Dawn Harpster, [&#8230;]]]></description>
		
		
		
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		<title>AI at Marks and Spencer: 2 current use cases</title>
		<link>https://vux.world/ai-at-marks-and-spencer-2-current-use-cases/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Wed, 24 Aug 2022 10:35:43 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[call centre]]></category>
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		<category><![CDATA[chatbot]]></category>
		<category><![CDATA[IVR]]></category>
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		<category><![CDATA[voice assistant]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11858</guid>

					<description><![CDATA[How do you take a quintessential British brand, steeped in tradition and history, with a legion of customers (quite a few who are in the older demographic) and transform it for the digital age? Here&#8217;s how M&#038;S did it. Marks and Spencer (also known as M&#38;S) is one of the best known UK brands. It [&#8230;]]]></description>
		
		
		
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		<title>How to connect any digital assistant to any call centre</title>
		<link>https://vux.world/how-to-connect-any-digital-assistant-to-any-call-centre/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Wed, 17 Aug 2022 10:35:08 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[audiocodes]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[Contact centre ai]]></category>
		<category><![CDATA[integration]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11992</guid>

					<description><![CDATA[Digital assistants need to be properly implemented in order to achieve their goals, and until now contact centres struggled with this for a number of reasons. It’s just too complicated. Contact centres can be cloud-based or they can have everything stored locally. Systems can be old legacy systems that companies have had for a long [&#8230;]]]></description>
		
		
		
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		<title>Landry&#8217;s find the perfect use case for a voice assistant</title>
		<link>https://vux.world/landrys-find-the-perfect-use-case-for-a-voice-assistant/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Tue, 28 Jun 2022 08:58:46 +0000</pubDate>
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		<category><![CDATA[call centre]]></category>
		<category><![CDATA[Case study]]></category>
		<category><![CDATA[Customer service]]></category>
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		<category><![CDATA[voice assistant]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11785</guid>

					<description><![CDATA[Landry&#8217;s Inc. is a US-based corporation that has 72 restaurant brands and 600 restaurants, hotels, casinos and entertainment destinations across the US, turning over $3 billion in annual revenue. The pandemic forced a shutdown of all their venues. When Landrys reopened, they faced a dilemma. They couldn&#8217;t recruit more call centre staff to handle customer [&#8230;]]]></description>
		
		
		
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		<title>The ultimate guide to agent assist for call centres</title>
		<link>https://vux.world/the-ultimate-guide-to-agent-assist-for-call-centres/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Thu, 26 May 2022 15:05:52 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[agent assist]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[Contact centre ai]]></category>
		<category><![CDATA[contact centre automation]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11691</guid>

					<description><![CDATA[Here&#8217;s your ultimate guide to agent assist: why it&#8217;s needed, what it is and how to implement it to help your call centre agents and customer. Agent and customer challenges We’ve all spoken to call centres and felt that our time was being wasted &#8211; whether the agent didn’t have the answer, the call took [&#8230;]]]></description>
		
		
		
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		<title>How HSBC is using conversational AI with Andy Kingston, HSBC</title>
		<link>https://vux.world/how-hsbc-is-using-conversational-ai-with-andy-kingston-hsbc/</link>
		
		<dc:creator><![CDATA[Rebecca Christie]]></dc:creator>
		<pubDate>Tue, 24 May 2022 13:21:35 +0000</pubDate>
				<category><![CDATA[Podcast]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[banking]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11638</guid>

					<description><![CDATA[Andy Kingston joins us to talk us through the ways that HSBC is using conversational AI to improve customer experience. Presented by Deepgram Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means you [&#8230;]]]></description>
		
		
		
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		<title>The need for AI privacy, with Patricia Thaine, CEO, Private AI</title>
		<link>https://vux.world/the-need-for-ai-privacy-with-patricia-thaine-ceo-private-ai/</link>
		
		<dc:creator><![CDATA[Rebecca Christie]]></dc:creator>
		<pubDate>Thu, 19 May 2022 09:52:17 +0000</pubDate>
				<category><![CDATA[Podcast]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[privacy]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11615</guid>

					<description><![CDATA[Patricia Thaine, CEO, Private AI, joins us on our podcast to discuss the importance of privacy as it relates to AI. Presented by Deepgram Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means [&#8230;]]]></description>
		
		
		
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		<title>Call centre authentication with Matt Smallman, Founder, SymNex Consulting</title>
		<link>https://vux.world/call-centre-authentication-with-matt-smallman-founder-symnex-consulting/</link>
		
		<dc:creator><![CDATA[Rebecca Christie]]></dc:creator>
		<pubDate>Thu, 31 Mar 2022 11:25:06 +0000</pubDate>
				<category><![CDATA[Podcast]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[authentication]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[voice biometrics]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11401</guid>

					<description><![CDATA[Hear from best selling author and voice biometrics expert, Matt Smallman, on how to utilise technology for voice authentication. Supporting Ukraine The VoiceLunch Foundation is taking donations to help support the voice lunch and voice technology community in Ukraine. VUX World has, of course, donated. I plead with you to donate too. Donate here Presented [&#8230;]]]></description>
		
		
		
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