VUX World

Cooper Johnson is a Voice UX Designer at Gridspace, one of the leading voice AI technology companies. Cooper joins us to share his perspectives on how generative AI is and has impacted the voice UI landscape. Cooper will share insights into what's changed, what's stayed the same and advice on how to design voice AI agents that work properly! Hosted on Acast. See acast.com/privacy for more information.

Falene McKenna is arguably the most charismatic member of the conversation design community. With a wealth of experience in conversation design particularly as it pertains to robots! Falene join me to share lessons learned in designing conversations for robots and specifically about the uncanny valley: what it is, why it matters and whether we can or should cross it. Visit Falenes LinkedIn Check out Lingua Robotica Hosted on Acast. See acast.com/privacy for more information.

Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences. Tune in to find out why CSAT and NPS are dead, why happiness should be your true north KPI, the future of the contact centre and what we’ll do with all the jobless call centre workers **grits teeth**. Learn the 4 missing pieces of your AI strategy and why you’re struggling to fill them. Myself and Richard share so many similar perspectives on how to do AI right in the enterprise. This will be a bone shattering journey of cognitive dissonance if you’re not open to change. Be open. Dive in.1 Hosted on Acast. See acast.com/privacy for more information.

The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy. Eugene Neale, Director of Business IT and CX Engineering, and Tom Smith, Telecommunications Operations Manager at loveholidays, the UK's fastest growing and largest online travel agent, share use cases, lessons learned and best practices from years spent designing and building Sandy with Google DialogFlow. Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Hazel Savage is the VP Music Intelligence at SoundCloud and the founder of Musiio; a tech company using AI to make music easier to catalogue and find. Hazel joins us to discuss the role of AI in music, the opportunities, challenges and future. Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Ricardo Herreros Symons is the VP Corporate Development and Strategy at AI speech to text company, Speechmatics. Hosted on Acast. See acast.com/privacy for more information.

OpenAI GPT4o: What's new and what's the impact on CX? Today I'm joined by Marc Bernstein, CEO, Balto, to discuss the new updates from OpenAI, GPT-4o, and what it means for the future of CX. Hosted on Acast. See acast.com/privacy for more information.

From the granular details of measuring intent and LLM-based chatbot effectiveness to the strategic implementation of AI across business units, Eric provides an in-depth analysis on the importance of data-driven decisions in the era of AI transformation. Join us as we discuss how businesses can leverage analytics to optimise customer interactions, the common pitfalls in current AI strategies, and the future of AI in customer service. In this episode 00:00 Introduction and UNPARSED conference - Find out more at https://unparsedconf.com 4:32 Welcom Eric Griffing 7:25 Best practice for measuring LLM agents 12:10 Differences tracking ML and LLM bots 14:00 Goal completion 19:00 What's missing 22:00 How to set up tracking on chatbots 24:50 Tracking LLM chatbots 30:37 Air Canada's chatbot issues 33:38 LLM guardrails 37:00 Using data to inform your AI strategy 41:00 Effort over satisfaction 44:30 Tracking customer effort in chatbots 48:40 Market demand for AI analytics 55:40 Wrap up Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation. Learn more from Dashbot: https://www.dashbot.io/blog/360-bot-framework https://www.dashbot.io/blog/inside-the-black-box-analyzing-your-llm-bot https://www.dashbot.io/blog/navigating-the-shift-from-intent-based-to-language-model-chatbots Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here Hosted on Acast. See acast.com/privacy for more information.

Ofer Ronen is an ex-Googler with some immense experience in deploying AI systems for large enterprises including the infamous example of Agent Assist at Verizon. Ofer’s third startup is tomato.ai, a company that has AI technology that’ll strip away your accent! Or soften it, rather. Ofer joins us to share his lessons learned from years of deploying AI in the enterprise, as well as the use cases, value and technicalities of this new breed of AI technology: voice filtering and accent softening. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Chris Ezekiel is founder and CEO of one of the longest standing conversational AI platforms, Creative Virtual. Chris joins us to discuss the changing landscape of conversational AI and the recipe for longevity and long term success. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

How can AI make your job search easier? I'm joined by Head of Product - Conversations at Total Jobs Group, Somnath Biswas to discuss. Som has immense experience in project management and AI and knows what it takes to make AI work at scale. He joins me to share some lessons in implementing conversational AI in a highly stressful and emotional situation: the job search. Do customers want this? What conversations do they want and need? How can you make sure you can serve those needs at scale? What people, process and technology do you need to make it happen? What's the role of generative AI and large language models? And what does the future of job hunting look like? Let's dive in! 00:00 Introduction 04:27 Welcome Somnath 09:25 Organised groups 11:50 Conversational interfaces 17:45 Measuring lifetime value 20:15 Next steps after conversational formats 28:00 Making improvements 36:00 Model producing responses 38:55 Multi agent 46:40 Augmented retrieval 52:22 User / response input stage 58:50 Different prompt criteria 1:04:40 Outro Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre. 00:00 Introduction 02:00 Welcome Nerys 05:30 Managing contact centres - what did they get right? 07:40 Barriers to getting things right 12:00 Mandating self service options 16:25 The voice channel 25:00 Better service models 31:15 What the future of the market looks like 36:40 Labour market in contact centers 49:50 Context of conversations 57:00 Responsible AI 1:00:20 The next 12 months 1:01:50 Outro Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/ Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Join us for a thought-provoking episode of VUX World, with Brandon Nott, CPO, Amelia, and Nick Orlando, Director of Product, Amelia. Amelia is an enterprise conversational AI platform at the forefront of integrating Generative AI (GenAI) within the AI ecosystem. We'll dive into how GenAI revolutionises dialog systems for transactional tasks, emphasising its role as a tool that, when combined with classical AI, unlocks unparalleled efficiency and creativity. We will cover the essentials of deploying conversational interfaces, the strategic balance between GenAI and classic platforms, and the nuanced decisions behind selecting the right mix of AI solutions based on context, risk, and operational requirements. Hosted on Acast. See acast.com/privacy for more information.

Scott Hamilton is the Principle, Banking and Lending Strategy Leader at Prodigal Tech, an actionable intelligence platform for consumer finance. Scott's background is in lead six sigma and joins me to speak about why for most organisations, your AI automation journey is in fact one of process design and how lean six sigma can help businesses create the automation strategies they're dreaming of! Hosted on Acast. See acast.com/privacy for more information.

Join us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX). In this discussion, we'll explore the critical successes and oversights of today's CX leaders, unraveling the common challenges and emerging trends that are shaping the industry. A key focus will be on speech analytics and its interplay with AI - understanding its potential, limitations, and why it hasn't yet become a mainstream tool. We'll discuss the importance of linking what customers say to their actions and outcomes, emphasizing the need to start with identifying the problem rather than jumping to solutions. Ian will shed light on the right questions CX leaders should ask for AI success and why AI solutions often end up isolated. We'll also touch on the significance of silence in speech analytics, the hurdles in acting on data insights, and the balance between striving for perfection and accepting reality. This episode promises to offer a deep dive into the complexities of CX, enhanced by real-world case studies from Capita, The Times, and Anglian Water.Join us as we dive into the details. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Pete Kemp is a Principle Consultant at FSP, a consulting firm aimed at accelerating digital transformation for brands. Pete was previously the Managing Director of EBM, an enterprise conversational AI platform providing AI automation technology and services. He has a wealth of knowledge and experience in the practicalities of implementing AI at scale and now works pretty much exclusively with implementing Microsoft Copilot within large enterprises. This episode is all about the lessons learned from this journey of enabling large brands with Microsoft Copilot. For those that might not know, Microsoft announced Copilot in 2023; an AI assistant that integrates with Bing, Edge, Windows, Microsoft 365. A one stop shop for all your productivity needs. It also announced Copilot Studio, a development environment where you can build your own Copilots and custom GPTs for your enterprise use cases. No doubt this is an exciting area for Microsoft customers and those interested in the practicalities of implementing generative AI. Join us as we dive into the details. Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Byron Reese is a serial entrepreneur with a quarter-century of experience building and running successful technology companies, with multiple acquisitions, IPOs and patents along the way. He is an award-winning author of books such as Stories, Dice and Rocks That Think, and; The Fourth Age: Smart Robots, Conscious Computers, and the Future of Humanity, a book that tackles artificial intelligence, robots, automation, and the future of work. He’s a speaker and futurist, with a strong conviction that technology will help bring about a new golden age of humanity. Byron currently serves as the CEO of JJ Kent Incorporated, a venture-backed technology company that recently launched Scissortail.ai, a proprietary artificial intelligence tool set to inform new product and listing strategy, and delight consumers. I’m honoured and delights to be joined by Byron for this episode where we’ll look at the unavoidable future of AI and its impact on our lives. Why does your belief in a monistic or dualistic reality determine your view on what computers can or can’t do? Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Be sure to register for our upcoming webinar with Quiq & LOOP car insurance here - https://vux.world/generative-ai-in-production-loops-success-story/ Hosted on Acast. See acast.com/privacy for more information.

What can we expect from AI over the next 12 months? What kind of use cases will make it to production and add value? What will the impact be for businesses that leverage it? What will be the challenges and hurdles we’ll need to overcome to make it work? And what does one of the market leading AI automation platforms plan to do about it? Join me as I speak with the CEO of Cognigy, Philipp Heltewig, and dive into the year ahead in AI.. Hosted on Acast. See acast.com/privacy for more information.

Liz Stokoe is an author and professor at the London School of Economics Register for our upcoming webinar here - https://vux.world/generative-ai-in-production-loops-success-story/ Hosted on Acast. See acast.com/privacy for more information.

A few months ago we reached out to conversation designers to ask what challenges they struggle with. The idea had come from a conversation with Ilana Meir at Unparsed, who thought an ‘agony aunt’ for Conversation Designers could be useful and fun, just like Dear Abby helps people with personal problems. Why would we want that? Well, this role isn’t well defined. We have some trailblazers in the industry to inspire us, and we have some great books and courses, but still there’s a lot of questions that a conversation designer might not be able to answer. Someone may be a team of 1 at a large company for example, where they can’t ask a mentor for advice. So, we’ve got two leading lights of the industry to answer crowdsourced questions from the conversation design community! We have Rebecca Evanhoe, who is an experienced conversation designer and co-author of Conversations With Things (which is hands-down one of the best CxD books), and we have Wally Brill, who has been at the coalface of conversation design at companies like Nuance and Google. So, consider this to be the mentoring session you always wanted but could never arrange. When else are you going to get advice from Rebecca Evanhoe and Wally Brill, answering the specific questions that many conversation designers are struggling with, right now? Get yourself a warm beverage and tune in. Hosted on Acast. See acast.com/privacy for more information.