Contact Centre • VUX World

Ben McCulloch
August 10, 2023

How Decathlon made messaging matter with a little help from AI

How Decathlon made messaging matter with a little help from AI https://vux.world/wp-content/uploads/decathlon-messsaging-matter.jpg 1995 1154 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g August 10, 2023 August 18, 2023

Learn how Decathlon transitioned from a traditional contact centre to automating 50% of all customer contacts while increasing agent productivity and customer satisfaction.

Ben McCulloch
December 19, 2022

How to achieve better customer service during seasonal spikes

How to achieve better customer service during seasonal spikes https://vux.world/wp-content/uploads/Articles-2-1.png 1120 840 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g December 19, 2022 December 19, 2022

We’ve written about novel uses of personas, how AI improves a human’s work, and how holistic AI is the future of customer service. There’s countless ways those concepts can be…

Ben McCulloch
December 1, 2022

Top 10 conversational AI trends for 2023

Top 10 conversational AI trends for 2023 https://vux.world/wp-content/uploads/Articles-4.png 1120 840 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g December 1, 2022 December 1, 2022

Vonage hosted the ‘What’s Next for Conversational AI’ panel during VUX @ VOICE22, a full day of VUX World programming at VOICE22 in Arlington, VA.

Ben McCulloch
November 16, 2022

Why should you measure bots like humans?

Why should you measure bots like humans? https://vux.world/wp-content/uploads/Articles.png 1120 840 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g November 16, 2022 November 2, 2022

You’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates (how many callers were serviced…

Ben McCulloch
November 15, 2022

Holistic AI services: the future of CX?

Holistic AI services: the future of CX? https://vux.world/wp-content/uploads/Holistic-AI-services-the-future-of-CX-IMG-1.jpg 925 615 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g November 15, 2022 November 15, 2022

We have best practices when implementing Conversational AI – find the repetitive tasks you do every day that don’t require analytical thought to solve, and then see if they can…

Ben McCulloch
September 28, 2022

Check out Florida Blue’s multimodal marvel!

Check out Florida Blue’s multimodal marvel! https://vux.world/wp-content/uploads/Kore-AI-article..png 1120 840 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g September 28, 2022 October 5, 2022

Where’s the best place to start your automation journey? Look for an issue you deal with every day that doesn’t require analytical thought to solve.

Ben McCulloch
July 27, 2022

How ABN AMRO bank developed AI maturity

How ABN AMRO bank developed AI maturity https://vux.world/wp-content/uploads/ABN_AMRO.jpg 1120 840 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g July 27, 2022 July 27, 2022

Although conversational AI has decades of history, there’s relatively few companies around who you would call mature in AI terms. But here’s one.

Ben McCulloch
May 26, 2022

The ultimate guide to agent assist for call centres

The ultimate guide to agent assist for call centres https://vux.world/wp-content/uploads/Hero-Image-Landscape-1.png 1120 840 Ben McCulloch Ben McCulloch https://secure.gravatar.com/avatar/b1f3549c2d953651d69f59ec1fa801a3?s=96&d=blank&r=g May 26, 2022 May 26, 2022

Here’s your ultimate guide to agent assist: why it’s needed, what it is and how to implement it to help your call centre agents and customer.

Rebecca Christie
May 24, 2022

How HSBC is using conversational AI with Andy Kingston, HSBC

How HSBC is using conversational AI with Andy Kingston, HSBC https://vux.world/wp-content/uploads/andy-kingston.png 1600 1200 Rebecca Christie Rebecca Christie https://secure.gravatar.com/avatar/61a62614f405a15d4978524b5df65a86?s=96&d=blank&r=g May 24, 2022 August 3, 2022

Andy Kingston joins us to talk us through the ways that HSBC is using conversational AI to improve customer experience.

Rebecca Christie
May 19, 2022

The need for AI privacy, with Patricia Thaine, CEO, Private AI

The need for AI privacy, with Patricia Thaine, CEO, Private AI https://vux.world/wp-content/uploads/Priv-AI-Landcsape.png 1600 1200 Rebecca Christie Rebecca Christie https://secure.gravatar.com/avatar/61a62614f405a15d4978524b5df65a86?s=96&d=blank&r=g May 19, 2022 May 19, 2022

Patricia Thaine, CEO, Private AI, joins us on our podcast to discuss the importance of privacy as it relates to AI.

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