In this episode, Shane Lynn, CEO and Co-Founder of EdgeTier, unpacks how conversational intelligence is evolving in the age of large language models and what it means for contact centres.

Shane explains how EdgeTier can now model metrics such as resolution rate and customer satisfaction across every interaction, rather than relying on the 10–15% survey response rate most contact centres achieve.

We also get into the organisational challenge that underpins all of this: contact centres often hold the richest customer insights in the business, but lack the tools or organisational standing to act on them. Shane argues that data-driven contact centres can shift from being reactive cost centres to genuine strategic assets, influencing product, policy and process decisions across the wider business.

Finally, we touch on the growing challenge of monitoring AI agent conversations and why automated analysis of those transcripts may actually matter more than it does for human-handled interactions.

Show notes

Discover more about EdgeTier: http://edgetier.com/

Follow Shane on LinkedIn: https://www.linkedin.com/in/shanealynn

Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Hosted on Acast. See acast.com/privacy for more information.

In this episode, we speak with Amitha Pulijala, Chief Product Officer, and Christoph Börner, VP of Engineering, both at Cyara, about one of the most pressing challenges in conversational AI today. The shift from deterministic, scripted IVRs to generative AI agents is changing how conversational systems are built and tested.

The episode covers how Cyara approaches testing in a non-deterministic world, including using AI agents to test AI agents, and why traditional ideas like test coverage no longer apply in the same way.

Christoph and Amitha share what they are seeing across Cyara’s clients and the wider industry. The discussion unpacks what AI trust means in practice. We talk about hallucinations, model drift, factual accuracy, bias and regulatory compliance.

We explore the economics of generative AI. The cost of running it at scale in production and in testing, and how organisations are rethinking where large language models are necessary versus where smaller, domain-specific models are more effective.

The discussion also highlights how failure can scale in AI systems, where a single bad response can affect thousands of customers.

Show notes

Get a free pass to Cyara’s Xchange 2026 in Dallas, TX, using code VUX: https://cyara.com/event/xchange-2026

Find out more about Cyara: https://cyara.com

Follow Amitha on LinkedIn: https://www.linkedin.com/in/amitha

Follow Christoph on LinkedIn: https://www.linkedin.com/in/christoph-b%C3%B6rner-7721ab147

Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

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In this episode, we sit down with Alia Azim, Product Lead for Chatbots at Citation Group, to discuss the company’s shift from traditional NLU chatbots to generative AI conversational agents.

Alia brings a wealth of experience in conversational AI, including time spent at Lloyds Banking Group, and she gives us an honest account of what it actually looks like to move from NLU-based chatbots to generative AI in a real business environment. 

Citation Group provides HR, compliance and business services for thousands of small and medium businesses. Supporting those customers means handling everything from platform troubleshooting to account access issues. Alia explains how their team rebuilt the chatbot strategy around generative AI, focusing on specific use cases, improved knowledge management, and outcomes that actually resolve customer problems.

We explore the limitations of traditional intent-based bots, why generative AI dramatically changes how conversational systems are designed and why success metrics like containment are being replaced by resolution rate.

We also get into the debate around whether conversation design is dead. Designers and engineers still play a critical role, but the work now focuses less on building rigid flows and more on shaping AI behaviour through guidance, knowledge design and customer journey thinking.

Show notes

Follow Alia on LinkedIn: https://www.linkedin.com/in/aliaazim/

Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms

Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.la/scale

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

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In this episode, we sit down with Gabe Larsen, Chief Revenue Officer at Atonom (formerly known as Signals), to explore a bold reframing of AI agents as “cloud employees” hired on salary to perform specific job roles.

Rather than selling software seats or charging per conversation, Atonom packages AI as role-based digital workers. You hire an AI SDR, a customer service rep, or a recruiter. You coach them and you measure their output. And if they do not perform, you let them go.

Gabe explains why the traditional SaaS model failed to deliver outcomes, how AI agents are shifting from tools to teammates, and why pricing AI like a human employee simplifies adoption. We dive into multi-channel AI employees, autonomous multi-agent systems, role-based templates and the realities of scaling AI across sales, customer service and recruiting.

Gabe also shares his views on the broader AI market, where Signals sits relative to other AI players and why he believes multi-channel autonomy is a key differentiator.

Show notes

Find out more about Atonom: https://atonom.ai/

Follow Gabe Larsen on LinkedIn: https://www.linkedin.com/in/gabelarsen

Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms

Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.la/scale

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Hosted on Acast. See acast.com/privacy for more information.

Georgios brings years of hands-on experience designing voice and chat experiences across startups and global enterprises, including JPMorganChase, Cigna and Walgreens. With a background in linguistics, he offers a grounded perspective on how human conversation actually works and why those fundamentals still matter in a world of generative AI.

We explore how conversational AI has evolved from scripted IVR and NLU systems to large language models and agentic experiences. Georgios explains why many current generative AI deployments struggle with basic conversational principles such as turn-taking, acknowledgement, and context management. Georgios shares practical insights on designing effective voice and chat experiences at a massive scale in highly regulated industries, where small error rates translate into real-world risk.

One of the key themes that emerges during our discussion is the changing role of the conversation designer, the balance between deterministic flows and generative systems, voice versus chat design constraints, and why silence, timing and modality choice matter as much as language itself.

We also cover fraud, voice cloning, brand identity in AI assistants and how customer expectations are shifting as people get used to talking to increasingly capable machines.

Show notes

Follow Georgios on LinkedIn: https://www.linkedin.com/in/tserdanelis/

Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms

Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappens

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

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In this episode, we explore how HBX Group is leveraging artificial intelligence to transform its global customer service operations with Xavier Godoy Moya, Customer Experience & Automation Director, and Adam Tinsley, Global Customer Service Director.

We break down how HBX uses AI-driven classification to triage hundreds of thousands of monthly cases across voice, chat, email and ticketing systems. The team explains how generative models replaced traditional intent-matching systems, enabling accurate routing across more than 70 case types while supporting deterministic safeguards required at operational scale.

Adam and Xavier share results across several key use cases, including an AI classification system that accurately categorises customer inquiries into 70 different intents, automated handling of common requests such as booking confirmations and cancellations, and an innovative workflow that can automatically communicate with hotels on behalf of agents. Their real-time translation solution has enabled 24/7 service across 13 languages, dramatically expanding their global support capabilities.

We also discuss their approach to agent training, which includes an AI simulation system that lets new staff practice handling customer conversations at varying levels of difficulty before taking real calls.

The episode closes with measured business outcomes, including faster case resolution, growing automation rates, operational insights unlocked through AI-native reporting and the next wave of experimentation around sentiment-aware routing and more adaptive voice experiences.

Show notes

Find out more about HBX Group: https://www.hbxgroup.com

Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms

Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappens

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

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In this episode, we dive into the evolving landscape of conversational AI and enterprise automation with Anne Cantera, Senior Product Designer at Optimum. With extensive experience in transforming traditional IVR systems into conversational interfaces, Anne shares valuable insights on the practical implementation of AI in customer service environments.

We explore the concept of 'hybrid architecture' in AI implementation, discussing how combining rule-based automation with generative AI often provides the optimal solution for enterprise needs. Anne explains how her team strategically deploys generative AI in low-risk scenarios while maintaining deterministic approaches where precision is critical, particularly in their recently launched NLU routing system.

The conversation also covers the importance of customer-centric design in AI implementations, with Anne emphasising that the ultimate goal should be making experiences simpler for customers rather than focusing solely on containment metrics. We discuss how different industries approach AI adoption based on their risk profiles and how businesses are navigating the challenges of integrating new technologies with legacy systems.

Show notes

Follow Anne on LinkedIn

Follow Kane Simms on LinkedIn

Take our updated AI Maturity Assessment

Subscribe to VUX World

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In this episode, Chris draws on two decades of experience in tech recruitment and his work with VC-backed startups, global enterprises, and governments. He breaks down why AI hiring is unlike any previous talent cycle. Roles are ill-defined, expectations are inflated, and the best candidates command eye-watering compensation, especially in the US. He describes the AI talent market as an arms race, with startups, big tech and even nations competing for the same small pool of elite engineers and researchers. 

The conversation goes beyond salaries and job titles. Chris shares what AI-ready companies do differently, why small proof-point projects matter more than grand 18-month programmes and how misuse of AI can kill belief internally before value is ever realised. 

The episode also explores the global picture. The US surge in AI investment and talent density. The UK experiences brain drain and risk-averse capital. Australia’s early-stage market. Chris offers a blunt assessment of government readiness, education systems and why countries that fail to treat AI as a productivity and talent priority will fall behind. 

This is the ultimate episode on the AI talent war, covering what companies should fix before hiring, which roles actually matter, how the best teams are built, and why the next decade will reward organisations that treat AI as a people-and-change challenge first and a technology problem second. 

Show notes

Check out Digitalent: https://digitalent.agency

Connect with Chris on LinkedIn: https://www.linkedin.com/in/chrismorrow/

Discover UKAI: https://ukai.co/

Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

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In this episode, we’re joined by BalaKrishna Kolluru, Senior Director of AI at Cerence, the company powering conversational AI in over 500 million vehicles worldwide. With over 25 years of experience in machine learning and speech recognition, Bala brings deep insights into how generative AI is transforming the in-vehicle experience.

We explore how voice AI in vehicles has evolved from basic command-and-control systems to sophisticated conversational interfaces powered by hybrid cloud-edge architectures. Bala explains how Cerence's technology serves around 80 car manufacturers globally, and how their agentic AI approach enables seamless integration with external systems while maintaining functionality even without cloud connectivity.

We address the technical challenges of implementing voice AI in vehicles, from microphone placement to processing capabilities, and explain how Cerence collaborates closely with manufacturers to create systems that minimise cognitive load while keeping drivers connected and safe. We also discuss how generative AI has expanded the capabilities of in-car assistants, enabling more natural, contextual interactions that can anticipate user needs.

Show notes

Discover more about Cerence AI

Connect with Bala on LinkedIn

Follow Kane Simms on LinkedIn

Take our updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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We explore how Intercom has evolved from a traditional customer support platform into an AI-first company, with its AI assistant, Fin, now resolving 65% of customer queries without human intervention. Intercom's Chief AI Officer, Fergal Reid, discusses the company's journey from natural language understanding (NLU) systems to their current retrieval augmented generation (RAG) approach, explaining how they've optimised every component of their AI pipeline with custom-built models.

The conversation covers Intercom's unique approach to AI product development, emphasising standardisation and continuous improvement rather than customisation for individual clients. Fergal explains their outcome-based pricing model, where clients pay for successful resolutions rather than conversations, and how this aligns incentives across the business.

We also discuss Intercom's approach to agentic AI, which enables their systems to perform complex, multi-step tasks, such as processing refunds, by integrating with various APIs. Fergal shares insights on testing methodologies, the balance between customisation and standardisation, and the challenges of building AI products in a rapidly evolving technological landscape.

Finally, Fergal shares what excites and honestly freaks him out a bit about where AI is heading next.

Timestamps

00:00 - Intro

02:31 - Welcome to Fergal Reid

05:26 - How to train an NLU solution effectively?

08:56 - What gen AI changed for Intercom

10:57 - How would you describe Fin?

14:30 - Fin’s performance increase

17:18 - Intercom’s custom models

22:14 - Large Language Models vs Small Language Models

30:40 - RAG and 'the full stop problem'

40:08 - Agentic AI capabilities at Intercom

50:40 - Intercom’s approach to testing

1:04:46 - About the most exciting things in the AI space

Show notes

Learn more about Intercom

Connect with Fergal Reid on LinkedIn

Follow Kane Simms on LinkedIn

Article - The full stop problem: RAG’s biggest limitation

Take our updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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We discuss the evolving landscape of artificial intelligence and its growing impact on businesses. Joe, who has been in his role for 70 days, brings fresh perspectives on how DRUID AI positioned itself as a workflow automation platform years before the market caught up, a bet that's now paying off as companies move beyond AI experimentation into real implementation.

The discussion covers the current state of the AI market, including the challenges of customer adoption, why some customers actively prefer interacting with AI over humans, and the importance of maintaining a balance between generative and agentic AI.

Joe also shares his vision of AI as the next major distribution platform. Just as Amazon has tried to make Alexa the operating system of our lives, OpenAI’s ChatGPT and similar platforms could become the primary gateway to accessing services in the future.

Chapters

00:00 - Meet Joe Kim

00:33 - Celebrating 70 days at DRUID AI

01:35 - What attracted Joe to DRUID

03:06 - The real value of AI

06:43 - What Joe learnt about the market

11:19 - The AI God Box for enterprises

14:08 - The state of the AI market

20:29 - Why you should learn about AI as much as you can

23:47 - Generative AI adoption among enterprises

27:36 - The concept of agent washing

36:05 - Is AI bigger than the internet?

39:11 - ChatGPT as the new distribution platform

48:52 - Will chatbots replace websites and apps?

50:31 - The next 6–12 months for DRUID AI

56:59 - The biggest AI ultimatum facing businesses today

1:01:29 - AI replacing people is not growth

1:05:33 - The systems of record at enterprises and LLMs

1:08:46 - The future of AI automation

1:14:13 - LLMs could replace apps

Show notes

Find out more about DRUID AI

Follow Joe Kim on LinkedIn

Sign up for our webinar: How to run AI like your business depends on it

Follow Kane Simms on LinkedIn

Take our updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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In this episode, Anne shares her expertise on agentic AI and the evolution of conversational AI technologies. We explore what truly makes an AI ‘agentic’ versus the marketing hype all over your LinkedIn feed and beyond. Anne explains why Teneo's hybrid approach, combining traditional NLU capabilities with large language models, creates more reliable, cost-effective, and latency-friendly solutions than pure LLM implementations.

We also discuss the challenges organisations face when adopting AI solutions, including the misconception that LLMs alone can solve all problems without proper conversation design or business rule integration. Anne shares valuable insights on how companies can prepare for AI adoption through education, competitive pilots, and architectural considerations.

We touch on many best practices when it comes to implementation, with Anne emphasising the importance of proper context engineering, state management, and dynamic prompting.

Chapters

00:00 - Meet Anne Jenkins

05:01 - AI is now a boardroom conversation

06:48 – OpenAI’s agentic AI platform

08:48 – What is an AI agent?

21:38 – The hybrid AI model or end-to-end LLMs

26:49 – AI in debt collection

34:55 – How Teneo helps implement agentic AI

42:39 – Context engineering

47:19 – State management and LLMs

55:40 – How Teneo designs AI experiences

01:00:32 – Demo – teaching Teneo something new

01:10:26 – How businesses should adopt AI

01:16:44 – What sets Teneo apart

Show notes

Check out Teneo

Follow Anne Jenkins on LinkedIn

Read Kane’s article - What agentic AI actually is: a deeply researched and definitive explanation

Follow Kane Simms on LinkedIn

Take our updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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We sit down with Cainan Wright, Senior Product Owner, and John Young, AI Lead - Chatbots and Generative AI, from Lloyds Banking Group, to explore their remarkable nine-year journey in building one of the UK's most successful banking chatbots. From handling 3 million conversations in 2021 to over 15 million in 2025, they share the hard-earned lessons of transforming a rather "unloved" virtual assistant into a mission-critical service for almost 27 million customers.

We cover how the team stabilised their service by focusing on the basics, investing in design expertise, and securing organisational buy-in through demonstrating clear value.

Cainan and John also share valuable insights into their pragmatic approach to generative AI, explaining how they combine deterministic processes with generative language capabilities to deliver the best customer experience while maintaining brand consistency and ensuring regulatory compliance.

The team's journey offers important lessons about perseverance and the importance of striking a balance between innovation and responsibility when deploying AI in a highly regulated industry.

Timestamps

00:00 – Intro

01:34 – Meet Lloyds Banking Group

03:18 – The unloved virtual assistant era

05:30 – AI before ChatGPT

06:50 – Stabilising the service and earning trust

14:23 – From underloved to mission critical

16:55 – Buy-in from stakeholders to scale AI capabilities

18:41 – Defining new AI roles in banking

20:51 – Scaling from 3 to 15 million conversations

25:15 – How to handle a 5x increase in three years

27:43 – Experiments with generative AI in banking

30:24 – Using an LLM classifier

31:07 – Improving tools within teams

32:45 – Using generative AI for value and impact

34:56 – Valuable design research sessions

38:56 – Meeting customer expectations with generative AI

46:04 – Maintaining consistency in probabilistic landscape

49:30 – The right tool for the right job in conversational AI

55:26 – How do you measure the impact of generative AI?

56:13 – Responsible AI and proving business value

1:01:10 – The next 12 months

1:07:02 – Magic wand moments

1:11:34 – If the team could start over again

1:14:03 – Closing remarks from Kane

Show notes

Follow Kane Simms on LinkedIn

Discover VUX Consulting

Take our updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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Martin shares how most businesses still approach AI with a technology-first mindset, deploying solutions before clearly defining the customer problem they’re solving. He explains why successful AI experiences begin with understanding the user journey, designing the right interaction, and then selecting the appropriate tools, not the other way around.

We explore different layers of context - from session-level to journey-wide to CRM-integrated, and how they work together to transform generic interactions into deeply personalised, proactive experiences.

We also unpack Connect’s acquisition of Elerian AI and why contact centre voice recordings represent an untapped goldmine of training data. Martin explains how fine-tuning models with real-world conversations, including dialects, accents, and customer intents, can dramatically improve AI accuracy and empathy.

Additionally, we reflect on why the industry continues to repeat old mistakes and how businesses can design AI that truly understands and anticipates customer needs.

Show notes

Follow Martin Cross on LinkedIn

Find out more about Connect

Follow Kane Simms on LinkedIn

Discover VUX Consulting

Take our updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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We’re joined by Andrei Papancea (CEO & Co-Founder, NLX) and Kylan Gibbs (CEO & Co-Founder, Inworld), who break down how their companies are working together, making studio-quality voice experiences accessible to developers and enterprises at scale.

The conversation traces how voice technology has progressed from basic assistants to today’s lifelike AI voices. We also discuss the shift from brand voices to brand personalities, and how voice experiences can be tailored to different demographic segments and eventually to individual users.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Show notes

Learn more about Inworld

Kane Simms on LinkedIn

Discover VUX Consulting

Take the updated AI Maturity Assessment

Subscribe to VUX World

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We explore the profound implications of AI adoption with Ian Jacobs, VP, Lead Analyst at Opus Research. We discuss how AI is transforming contact centres and customer service operations, from agent augmentation to process automation. 

Ian shares insights on how businesses are navigating the balance between AI efficiency and human empathy, including the fascinating concept of when non-empathetic AI might actually be the more empathetic choice for customers in certain scenarios.

Along the way, the conversation zooms out into deeper territory, touching on human happiness, the future of work, and whether regulation can ever keep pace with innovation.

Show notes

Learn more about Opus Research

Kane Simms on LinkedIn

Discover VUX Consulting

Take the updated AI Maturity Assessment

Subscribe to VUX World

Subscribe to The AI Ultimatum Substack

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Here, we provide deep technology market analysis for artificial intelligence in customer experience. Whether you're looking to build AI chatbots, AI agents, Retrieval Augmented Generation applications, these conversational AI platforms are the best of breed.

Show notes

Kane Simms on LinkedIn

Discover VUX Consulting

Take the updated AI Maturity Assessment

Subscribe to VUX World

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In this episode, we speak with Kordel France, Principal AI Engineer & AI Architect at Toyota, to uncover how artificial intelligence is reshaping production and maintenance globally.

We explore how Toyota has moved from technicians spending hours sifting through thousands of pages of manuals to intelligent systems that can diagnose faults in seconds and even predict breakdowns before they happen. Kordel explains the technical architecture behind these solutions, blending classical machine learning with generative AI, and the challenges of creating specialised systems from general-purpose models.

You’ll also hear why high-quality data ingestion is more important than the model itself, how even a relatively small number of users can drive asymmetric improvements in efficiency, and what Toyota’s collaboration with NLX means for service technicians working across increasingly complex powertrains.

Show notes

Kane Simms on LinkedIn

Discover VUX Consulting

Take the updated AI Maturity Assessment

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We break down what this deal means for the future of AI-first contact centres, the fate of best-in-class point solutions, and the broader shift toward an AI-led customer experience strategy. From questions of market consolidation and vendor lock-in to the culture clash between product-led innovation and marketing muscle, we share some real, unscripted insights into the implications of the acquisition for enterprises, vendors, and buyers alike.

This episode is brought to you by NLX

Build and deploy sophisticated chat, voice, and multimodal applications for any purpose with NLX. NLX works seamlessly with any LLM and existing tech stack, freeing you to create, not configure. Trusted by individual builders and leading teams at Comcast, Saks Fifth Avenue, Toyota, and United Airlines, NLX helps you turn AI concepts into working conversational experiences.

Show notes

Follow the episode guests on LinkedIn:

Nerys Corfield - Director, Injection Consulting

Henry Iversen - CCO & Co-Founder, boost.ai

Jon Arnold - Principal, J Arnold & Associates

Kane Simms on LinkedIn

Subscribe to VUX World

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We’re joined by Jon Arnold, an independent tech analyst, for a conversation about the shifting landscape of enterprise communications. We talk about analysts' unique role in shaping vendor strategy and market perception. 

We discuss the current state of business communications technology, examining what Jon describes as the "three-legged stool" of cloud communications: CCaaS, CPaaS, and UCaaS. We discuss how these previously distinct domains are converging, with vendors increasingly offering capabilities across all three areas.

We also explore how AI is disrupting the traditional communications technology landscape. Jon offers valuable insights into why AI-native companies may have advantages over traditional contact centre vendors who are adding AI capabilities, and why the pace of AI adoption varies significantly across different industries and organisations.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

Find out more about Jon Arnold: https://www.jarnoldassociates.com/about/jon-arnold

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

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Bolt is an AI-powered agent copilot that has transformed Essent’s call centre operations, shaving an average of 60 seconds off every call and delivering over €1.8 million in savings, not through layoffs, but by reducing dependence on BPOs.

We unpack the full journey behind Essent’s AI copilot, Bolt, starting with a simple observation during a team shadowing session that sparked its creation. What began as a hackathon MVP quickly turned heads, prompting leadership to ask, “How fast can we launch this?” 

From there, we uncover how the team tackled complex challenges like cleaning and restructuring their knowledge base, implementing a smart chunking system, and fine-tuning prompts to ensure accurate, reliable outputs. And through a carefully staged rollout, they struck the right balance between innovation and safety, navigating compliance hurdles while delivering impressive business value.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

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In this episode, we speak with Satish Barot, CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in AI voice systems. 

We explore how organisations gradually transition from traditional DTMF-based IVR systems to more sophisticated conversational AI and generative AI solutions. Satish shares insights on why this shift is happening incrementally, with many companies adopting hybrid approaches that run traditional and AI-powered systems side by side while they evaluate performance.

Discover how Klearcom is pushing the boundaries of voice QA with global in-country testing, real-world noise simulation, and accuracy scoring, offering a unique lens into what production-ready means in the age of AI.

We also discuss privacy considerations and why organisations should start small and scale smart when implementing these technologies. Satish emphasises that businesses should focus on great customer experience rather than chasing fancy technology for its own sake.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

Check out Klearcom: https://klearcom.com

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

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Merlin Bise, CTO of Inbenta and former Head of Technology at a firm acquired by the London Stock Exchange, joins us to share how Inbenta is helping enterprises modernise their customer experience. 

Merlin explains that so many AI deployments fail, not because the technology is lacking, but because companies often bet on the wrong frameworks, overlook data foundations, or underestimate the importance of testing. 

We explore how traditional rules-based systems give way to agentic frameworks that can reason, triage ambiguous queries, and even correct automation gaps in real time. Merlin walks us through the journey many enterprises take: beginning with deterministic rules, evolving to AI-powered agents, and ultimately orchestrating complex automation through agentic manager systems that oversee and improve themselves.

Security and customer experience are front and centre in this episode. Merlin breaks down the cybersecurity concerns that make enterprises hesitate and why, in most cases, those fears are rooted more in perception than reality.

Finally, we reflect on the broader trajectory of AI. While the race toward AGI dominates headlines, Merlin argues that the tools enterprises need to radically improve productivity are already here. The challenge is implementing what exists with purpose and precision.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

Check out Inbenta: https://www.inbenta.com/

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms/

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In this special episode, recorded live at Boost Camp, we have three industry leaders who are shaping the future of conversational AI: Ben Maxim, CTO at Michigan State University Federal Credit Union (MSUFCU), Åse Marthinsen, who leads generative AI at Norway’s largest bank, DNB and Nick Mitchell, Chief Revenue Officer at boost.ai.

We cover the ever-changing landscape of conversational AI, including aligning teams, integrating data across channels and designing experiences that are on brand and human-centric.

We look at how organisations are managing thousands of conversational intents with lean teams, thanks to hybrid AI models and smarter content workflows. There’s a growing focus on data governance and trust, especially in highly regulated industries like banking. But DNB and MSUFCU show that you can scale responsibly, with MSUFCU’s chatbot Fran now handling 79% of customer chats without escalation.

As AI gets faster, so do the expectations from customers and leadership. We talk about the shifting role of contact centres from answering FAQs to driving strategic initiatives and the importance of staying ahead through continuous testing, experimentation and AI-driven insights.

Shownotes:

Check out boost.ai: https://boost.ai/

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

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We look at True Classic’s journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer service inquiries through chat, email and phone channels and how that’s reduced costs and time to resolve.

We get into the practicalities of AI in customer service, including continuous auditing, clear guidelines and giving AI a brand voice. Jordan explains how True Classic trains their AI using agent conversations and FAQs and how they integrate it with their Shopify account, returns portal and product catalogue to create a self-service solution.

We also talk about the challenges of AI implementation, from hallucinations to customer data security and how True Classic approaches AI governance through transcript reviews and CSAT monitoring.

Shownotes:

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

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Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

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From deciding whether to buy, build or partner on AI solutions to navigating multiple client systems and languages, Guillaume shares how Foundever is transforming its workforce with AI-powered tools like EverAssist. Guillaume also explains why Foundever built its own internal version of ChatGPT rather than licensing OpenAI’s solution, saving millions of dollars a year while retaining control over features, latency and performance.

Find out how Foundever has been tackling challenges like the AI adoption gap, balancing cost, speed and accuracy in AI models and using talent to scale solutions globally.

If you want to know how generative AI is being used in a complex, multilingual, multi-client environment, this episode has the answers. Whether you’re in BPO or exploring enterprise AI, Guillaume’s honest insights are valuable for any organisation looking to stay ahead in the AI age.

Shownotes:

Find out more about Foundever: https://foundever.com

The voice dictation tool recommended by Guillaume: https://wisprflow.ai

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

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Alex shares his journey from studying Social Policy to UX and conversation design, including how he helped launch Prudential’s first customer-facing chatbot in 2022.

We talk about how Prudential’s NLU-based chatbot is consistently getting customer satisfaction scores above industry standards and how the company is exploring generative AI solutions for both internal and customer-facing services.

We also dive into the collaboration between design and tech teams at Prudential, and how this partnership ensures solutions are technically feasible while prioritising user needs. This episode is for designers navigating the transition to generative AI, tech leaders trying to balance innovation with user experience and anyone interested in how big financial institutions are using AI to improve customer service.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms/

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In this episode, we unpack Voiceflow’s explosive growth, the shift from flowcharts to frameworks, and why success today isn’t about having the smartest model, but about how you deploy it.

We explore how to build reliable, production-grade agents, the rise of self-improving systems, and the emergence of agent-to-agent orchestration.

And while mid-market companies are moving fast, Braden explains why enterprise adoption is inevitable, and what it’ll take to reach that tipping point.

Congratulations to Braden on making his fourth appearance on the VUX World podcast!

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

Discover Voiceflow: https://www.voiceflow.com/

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms/

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Large Language Models (LLMs) are powerful, multi-purpose tools. But would you trust one to handle the precision of a classification task?

It’s an unlikely fit for an LLM. Classifiers typically need to be fast, accurate, and interpretable. LLMs are slow, random black-boxes. Classifiers need to output a single label. LLMs never stop talking.

And yet, there are good reasons to use LLMs for such tasks, and emerging architectures and techniques. Many real-world use cases need a classifier, and many data and product development teams will soon find themselves wondering: could GPT handle that?

If that sounds like you, then check out this extended episode to explore how Switzerland’s largest telecommunications provider tackles this issue while building a next-generation AI assistant. 

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Shownotes:

"The Handbook of Data Science and AI: Generate Value from Data with Machine Learning and Data Analytics" - Available on Amazon: https://a.co/d/3wNN9cv

Katherine's website: http://katherine-munro.com/

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW

Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms/

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Many organisations aiming to get started with AI and generative AI often focus on short-term, point solutions to specific problems. This emergent strategy often led from the grassroots to solve siloed departmental pain points can work for proof of value. But it rarely scales.

For example, a chatbot that handles returns brilliantly may not be equipped or supported to drive sales conversations. If the support team owns it, where’s the incentive to collaborate with sales to expand its capabilities?

To scale AI initiatives enterprise-wide, businesses need a purposeful strategy. One that prioritises literacy, governance, tooling, and operational foundations that empower teams across the organisation to build, maintain and grow AI solutions.

In this episode, Kane and Sonia explore what it really takes to build and scale AI maturity in a global business. We cover topics such as AI literacy, change management, privacy and governance, and operational tools and processes. 

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Subscribe to VUX World.

Subscribe to The AI Ultimatum Substack.

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Andrei brings a refreshing dose of grounded perspective as the buzz around ‘agentic AI’ and generative everything reaches fever pitch. Instead of chasing trends or slapping AI onto every process, NLX is laser-focused on practical outcomes: real problems, solved efficiently, and with the right tech. 

We explore the challenges enterprise leaders face when navigating a market bloated with hype: internal pressures to ‘do AI,’ tech stacks that aren’t ready, and misunderstandings about what LLMs can and can’t do. Andrei shares where generative AI genuinely shines and where it is still too risky, especially for heavily regulated industries.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

Subscribe to VUX World.

Subscribe to The AI Ultimatum Substack.

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Kerry shares with us how Arriva is driving AI innovation within the transportation sector. She explains how artificial intelligence is used to tackle real customer pain points, making travel smoother and more intuitive. The conversation also dives into what it takes to design an AI with a genuine personality one that feels more like a helpful guide than a machine. Looking ahead, they explore the future of travel support and how AI is reshaping the way customers interact with transportation services.

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We discover how a nonprofit organisation is revolutionising customer support through Caddy, an intelligent AI assistant that reduces average handle time by 50% while maintaining a rigorous ethical approach.

Stuart shares the meticulous process of developing an internal AI tool that supports contact centre agents, highlighting the importance of responsible AI implementation.

From initial challenges with chatbots to creating a sophisticated AI solution, this podcast reveals how organisations can leverage artificial intelligence to enhance productivity, improve service delivery, and ultimately help more people.

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We explore how one of the UK’s biggest banks is building AI-driven customer journeys that are smarter, faster, and more efficient. From traditional NLU-based bots to cutting-edge Retrieval Augmented Generation (RAG) pipelines, Mark shares how Cora Plus achieves up to 99% accuracy and drastically reduces handoffs to human agents.

Mark takes us inside NatWest’s pilot process - from narrowing 500 web pages down to a curated 120-item knowledge base to running internal tests, red-teaming for hallucinations, and prioritising customer consent and governance at every step. 

We also discover how NatWest’s summarisation tool transforms the agent experience by reducing transcript review time and saving over 50,000 minutes weekly in both agent and customer wait time. With 1.2 million conversations a month and counting, this is a masterclass in scaling AI responsibly within a highly regulated industry.

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Autodesk is leveraging AI to analyse calls, generate follow-up emails and improve CRM data. AI is being used to make sales teams more efficient and effective. Chafik explains how AI is automating low-value tasks so sales reps can focus on what really matters: building relationships and closing deals. From extracting insights from conversations to drafting personalised emails and proposals, Autodesk’s approach is about enhancing and not replacing human expertise.

But AI adoption isn’t always easy. We discuss the challenges of implementing AI in sales teams, including agent adoption, structured processes and data quality. We also ask the following question: As more companies deploy AI, do we end up with homogenous customer experiences, or is there still room for differentiation?

Connect with Chafik Abdellaoui on LinkedIn.

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We also dive deep into the real-world applications of Gen AI, the buy vs. build debate for enterprises, and the challenges of differentiation in a world where many businesses use the same foundational AI models. Plus, we discuss why quality assurance is the unsung hero of AI implementation and how companies can future-proof their AI strategies.

Check out Moveo.AI

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We explore the challenges AI users face, from the articulation barrier to unclear system feedback, and why many AI products still prioritise engineering over usability. Nielsen also unpacks the impact of AI stigma, discussing how better design can build trust and encourage wider adoption. Drawing on his vast expertise, he explains why usability heuristics are more relevant than ever in the AI era.

Finally, we discuss the future of AI usability and what it takes to create AI-powered tools that people actually want to use. From improving AI-human collaboration to eliminating confusing interfaces, this conversation is packed with insights for anyone working in AI, UX, or product design.

Check out Jakobs LinkedIn 

Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack

Read ‘AI Agents are not a technology. They are a strategy’ on AgentsDecoded Substack

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We dive into the nuances of defining "AI agents", calling out the hype and misuse of the term and putting a few of the well-known tech companies on the chopping block! We chat about how OpenDialog leverages AI agent-based abstractions and goal-driven architectures to build more reliable and effective conversational systems, striking a balance between the flexibility of language models and the constraints of business processes.

The conversation also explores the future of conversational interfaces, touching on the potential to blend language AI, dynamic user interfaces, and orchestrated experiences to create seamless, multi-modal interactions. It’s a thought-provoking perspective on the current state of the industry and the practical steps organisations can take to harness the power of generative AI in business.

Check out OpenDialog: https://opendialog.ai/ 

Subscribe to VUX World: https://vux/world/subscribe 

Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf 

Read ‘AI Agents are not a technology. They are a strategy’ on agentsdecoded Substack: https://www.agentsdecoded.com/p/ai-agents-are-not-a-technology-they

Our 15 AI Trends in CX Insights Report is out now! Learn how to find success with AI: https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025

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Chapters:

00:00: Introduction to Sarah Haider and Salzburg AG

05:23: Why is AI appealing for the energy industry?

08:32: The history of AI at Salzburg AG

12:00: Measuring success pre-generative AI

16:25: Goals of exploring generative AI

19:50: Starting with Retrieval Augmented Generation (RAG)

24:10: Full RAG implementation process

39:45: Lessons in prompt design

44:45: Quality assurance tactics

48:25: Impact of generative AI

51:20: Other use cases for generative AI

The conversation highlights the strategic shift to generative AI, tackling complex use cases like public transport queries while maintaining customer satisfaction and reliability. Sarah dives into the importance of data preparation, prompt design, testing, and quality assurance, shedding light on what it takes to make AI solutions scalable and effective in real-world scenarios.

This episode is perfect for anyone looking to modernise their chatbot or explore the potential of AI in customer experience. From reducing call centre volume to delivering human-like interactions, Sarah's approach demonstrates how innovation can elevate both business impact and customer satisfaction.

Subscribe to VUX World: https://vux/world/subscribe

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Alan shares how Rasa's innovative platform integrates large language models with structured business logic, and is able to deliver robust, reliable, and natural conversations. Alan highlights the balance between deterministic workflows and flexible AI, debunking myths about agentic AI and discussing the critical role of context and understanding.

This episode is packed with actionable insights and a visionary outlook on where the industry is headed!

Visit Alan's LinkedIn - https://www.linkedin.com/in/anichol/

Find out more about Rasa - https://rasa.com/

Subscribe to VUX World: https://vux/world/subscribe

Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf

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In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but for turning these conversations into insights. Insights that can lead to tremendous improvements in customer experience, and business growth.

We explore how generative AI can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organisations approach customer service and support.

At the heart of the conversation is the concept of the "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth.

We discuss the details behind the hear.ai platform and how it leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analysing customer interactions.

This episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact.

Visit Noam's LinkedIn - https://www.linkedin.com/in/noamfine/

Read our 15 AI Trends in Customer Experience 2025 - https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025

Be sure to check out hear.ai - https://www.linkedin.com/company/hear-ai/posts/?feedView=all

Sign up to the VUX World Newsletter - https://vuxworld.typeform.com/to/Qlo5aaeW?typeform-source=www.linkedin.com

Sign up to our Substack - https://kanesimms.substack.com?utm_source=navbar&utm_medium=web

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From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees.

Whether you’re a CX enthusiast or an automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement.

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Large Enterprises have generative AI policies in place now that prohibit the usage of the technology. There is a gap in the middle on an opportunity emerging surrounding quality assurance and governance for generative AI applications that will enable the technology to meet its potential whilst satisfying the concerns of enterprise.

The company that is uniquely positioned to take advantage of this is Cyara. So I sat down with CEO Rishi Rana to discuss this and much more.

Make sure to visit Cyara

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In this episode, we dive deep into the critical role content plays in the success of AI systems like RAG. Join us as we speak with seasoned content strategists and AI industry experts who have been on the frontlines of managing and optimizing knowledge bases for AI use cases. We’ll explore why the future of AI isn’t about replacing writers—it’s about empowering content designers, technical writers, and knowledge architects to create structured, optimized, and actionable information that AI can truly work with.

If you’ve ever wondered why your AI project underdelivered or how to transform legacy content into a powerful AI resource, this episode is for you.

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This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​

Visit - https://www.mindstudio.ai/

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This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​

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This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​

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This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​

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We cover Lufthansa’s journey and where it all began, right through to how it's operating at scale today. You’ll learn how Lufthansa is utilising generative AI and the specific use cases it’s working well for, with some of the numbers to back it up. You hear about Nick’s Golden Triangle for conversational AI use case selection and how missing any one of those crucial ingredients leaves you destined to fail. You’ll also learn Nick’s 5-step process that ensures customer experience excellence and the crucial role AI plays in that (and it’s not what you think). Finally, you’ll learn how to operate an AI service that spans multiple brands and languages.

Lufthansa is Europe’s biggest airline from a revenue generation perspective, second biggest in terms of numbers of passengers carried, and 4th in the world in terms of revenue. It houses Lufthansa, SWISS, Discover, Eurowings, Austrian, Brussels airlines and has over 60,000 staff. Getting an AI programme off the ground in an organisation of this size requires a skill and a solid approach. We’ll cover all of that and more in this episode of VUX World.

This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq  ​

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This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq  ​

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Check out WellSaid

Be sure to read about 'A tech firm stole our voices - then cloned and sold them'

WellSaid Labs Creates NPR’s First AI Podcast Episode

Go back and listen to - Speech-to-speech synthesis with Alex Serdiuk, CEO, Respeecher

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Key topics include how to navigate archaic systems when designing seamless user experiences, managing sentiment analysis in conversation design, and balancing the demands of impulsive sales teams with technical developers. They also discuss the impact of context switching for designers managing multiple brands and the challenges of fine-tuning LLMs for scalable AI solutions.

This episode is a must-listen for anyone in the conversational AI industry, offering practical advice on how to combine technical and creative expertise to build better, more human-like interactions. Whether you're refining chatbots or introducing generative AI, you'll find valuable strategies to implement right away.

00:00.0 Intro

04:58.5 Creating beautiful interactions with archaic solutions

11:05.2 Learn sentiment analysis and do emotionally sensitive conversation design

17:19.6 Educating user to speak so the NLU understands

21:17.1 Using LLMs for intent recognition

22:54.1 Meaningful success metrics

27:49.1 Advocating for a holistic view between competing stakeholders

32:38.2 Balancing Gen AI obsession with its abilities

37:30.0 How to build a chatbot that matches ChatGPT

39:19.6 Preparation before building

40:47.1 Think about frameworks where conversations will happen

41:56.6 Finetuning LLMs

44:33.6 Making people see value of CAI and experts

46:17.6 Is chatgpt a good way to show what CAI can do?

47:47.1 CXD for SaaS services with LLM solutions

51:52.1 How to advocate for your role

54:19.6 Context switching multiple brands in a services organisation as a manager

58:24.6 How to go beyond information provided by client when training an assistant

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Vlad has been instrumental in Google's AI efforts from a product management perspective and joins us to share more on the AI tools and capabilities Google offers enterprises, as well as some practical advice for implementing successfully based on years of experience in the field.

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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

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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

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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.

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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/

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

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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/

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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

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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

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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/

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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

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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/

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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.

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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!

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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.

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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/

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Join me as I speak with the CEO of Cognigy, Philipp Heltewig, and dive into the year ahead in AI..

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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.

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I’m joined by Frank Schneider, AI Evangelist, Verint, to run through some of the highlights of the year, appraise the AI Naughty and Nice List and discuss the past, present and future potential of AI in the enterprise as we swing towards 2024.

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I'm joined by Matt Taylor, CPO, Knowbl to dive into what's going on. Also, Matt will share some new research and techniques to help enterprises make the most of large language models.

Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI

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Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI - https://aiworldseries.com/

Make sure to check out - Smartbots.ai

Visit JP's LinkedIn - https://www.linkedin.com/in/jaya-prakash-kommu-a1b7a911/

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Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI.

Check out some of Andrews articles below!

Predicting NPS using AI and 10,000 LivePerson Transcripts

Death of Live Chat

It’s time to rethink Conversational AI

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Enter one of the world's biggest AI awards - Find out more

Join us on our upcoming webinar with wysdom - Register now

Vist Amii

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Co-Founder and CEO, Adam Odessky, joins me to share the pros and cons of AI-mediated Avatars, as well as the Sensley story, AI in healthcare case studies and the shape of the AI market in healthcare.

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While the programmer ensures that the software is solid, and has all the right connections, the conversation designer needs to make sure that it is purpose designed for the people who will use it. Both of those roles are vital.

I wanted to get a better understanding of what a programmer thinks about! What do they need to know, and why, and how do they see the collaboration with conversation designers?

There was nobody better to ask than Justin Randall. He’s got 20 years of experience in telecoms, he’s knowledgeable, and he’s the programmer I work with every day!

We discussed collaboration for an hour. This is the part of the job that gets too little attention - how can we work together to get the best result?

Listen up to see what Justin has to say.

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What about the social/collaborative side of the job though? We all know that’s a huge part of the job, but so few people seem to be talking about it.

That’s why Millani Jayasingkam is such a great person to talk to. She’s a senior conversation designer who knows the power of a good community. She hosts the Voice This! Podcast and runs events focused on conversational AI. 

Why does being part of a community matter to your work? What has Millani done to build communities? How did it help? 

Listen up to find out

00:00 Intro

11:43 What's Millani's favourite bot?

13:29 What conversational AI jargon do you struggle with?

19:00 Which synthetic experience would you most like to have?

21:39 With interviews we need to break the ice

23:39 Finding the right time to ask a question

26:01 People know the result, not what you'd imagined

27:12 On Voice Tech Global (formerly Voice Tech Toronto)

30:15 We're part of communities that evolve

33:52 We need communities to learn from

37:35 Tech and design isn't enough, we need communication

42:56 We all contribute to the community

46:04 The tables are turned - Millani asks Ben

49:12 The Conversation Designer's Links board on Notion

52:33 People respond well to genuine curiosity

54:20 How does Ben keep up to date?

56:10 How does Millani keep up to date?

57:10 Conversation designers need to keep talking

59:42 An observer to a recorded conversation also participates

01:01:02 Outro

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I chat to Braden about the new direction of the company, the recent additions to the product and how designers and developers are using Voiceflow to design and build LLM-powered applications.

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Save 20% on your subscription with the promo code VUX.

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When I heard that Salesforce have adopted LLMs at scale (and also heard that they had started to design and build this prior to ChatGPT’s release) I wanted to know more!

I’ve known Greg for years and have always found him to be warm, knowledgeable and an expert at making complex subjects understandable. He didn’t disappoint here - we spoke about thinking in systems and how that relates to conversational AI, how LLMs affect conversation design (and how conversation designers are key to the best usage of LLMs), how his team of designers work with the wider team, and Salesforce’s recent push into Generative Conversational AI.

So listen up to Greg’s thoughts on the best ways to use LLMs in conversational AI! Salesforce have gone all-in on generative conversational AI and Greg’s team have made that possible.

00:00Start

00:29Greg's introduction

03:55What's your favourite bot?

05:11What's the most useful thing you use at work?

06:21Which conversation designer should we all know about?

08:15Conversations are systematic, and design should be too

10:17What does 'generative conversational AI' mean to you?

11:38How have you been incoporating generative conversational AI into your work at Salesforce?

16:05We need expertise when writing prompts for LLMs

17:45How does your team collaborate with the wider Salesforce team?

20:50What benefits did you envision and how close are you now?

24:23How has this affected the day to day work of conversation designers?

27:46Now we need to be able to educate people about how to do conversational AI well

29:52We're thinking conceptually about language

32:43Is this a new phase of conversation design?

36:32How do you minimise the risks?

39:49Do you continue to iterate together with engineering?

41:37The model has a risk of learning from bad behaviour

42:46How do you stay up to date with generative AI?

44:05Researching attempts to break LLMs on social media gives great REAL data

45:49When will you next speak live?

46:46Outro

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How can conversation designers use LLMs now? How does Peter use the LLM as a sounding board to help him craft prompts? Where might we be using them next? How can we document dynamic conversational designs (when LLMs can allow conversations to go off-rails)?

Ben asked him these questions and more…

0:00:00Start

0:02:44About Peter

0:05:44What's your favourite bot?

0:06:57What Aussie lingo should bots know?

0:09:36Pick 3 words to describe your career so far?

0:12:03Do you draw on your former jobs for inspiration?

0:14:06What's it like being the first Conversation Design Advocate at VoiceFlow?

0:18:12What's the best way to incorporate VoiceFlow into a workflow?

0:21:24Are you seeing more interest in conversation design now?

0:23:18Where do you see LLMs being used now?

0:28:52Could conversation designers become an organisation's knowledge experts?

0:31:15We're all making our first steps with LLMs

0:33:43It's easy to fall under the spell of an LLM and think it knows everything

0:35:36Has conversation design changed forever now?

0:37:08Are we over-excited or being too timid?

0:40:08Now we can design conversations that are far more dynamic

0:41:54Are there best practices for documenting designs with LLMs?

0:44:10How does Peter use an LLM to help write the prompt?

0:46:42Have you found ways to avoid 'hallucinations'?

0:49:56How would a conversational system work without an NLU?

0:53:32Are we about to see a new use case for LLMs?

0:57:55How will this affect the work of conversation designers in the next 15 years?

1:03:12Why's there not been more shocking news about misuse of LLMs?

1:05:39We need to constantly monitor where this tech is going

1:06:52Outro

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Ahmed joins me to share the opportunities and challenges with implementing large language models in voice AI systems such as call centres and voice assistants.

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Check out https://witlingo.com/

Ahmeds book - Elements of voice first style https://www.amazon.co.uk/Elements-Voice-First-Style-Practical/dp/1098119592

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Visit https://nlx.ai/

Buy tickets now for our Unparsed event, get 50% off early bird tickets by using the promo code VUXWORLD or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/

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There’s few things as hyped as ChatGPT. Much of it is deserved - this new technology delivers on so much of the promise of conversational AI. It can hold a consistent and flowing conversation, and it can chat with the user no matter what they want to talk about. It’s amazing!

The problem is that it occasionally says blatantly untrue things, and sometimes those are dangerous (such as when it claims it can give medical advice). The onus is on the user to decide whether ChatGPT is telling the truth or not, which could be very dangerous when a company repackages ChatGPT and presents it as their branded expert.

I wanted to interview ChatGPT as if it was a regular guest on the show. As this is a video, I gave ChatGPT a voice to reflect its true persona - the sound of the crowd.

There’s no sound design on my voice though - I just had a regular winter cold!

Have a listen!

01:58 Is it ok if I interview you?

02:19 Have you heard of VUX World?

04:15 Conversations2 is not a CXD company!

06:14 What should i call you?

06:41 Please introduce yourself?

08:18 Can you provide short answers?

08:29 What's the best thing you've been asked?

09:51 What was the most significant tech event in the past 3 years?

10:36 Why did you focus on ai?

11:46 Open AI has motivations and interests!

14:19 Was your response generated now or was it pre-prepared?

15:57 What's the difference between a machine and a human conversation?

20:06 You can now give longer answers

20:39 Do you realise your famous?

22:44 What are those specific tasks you perform?

23:56 What's the best way to use ChatGPT?

28:00 How should we structure prompts?

35:28 How can we use ChatGPT in convo ai?

39:28 Is it safe to use ChatGPT for medical advice?

41:26 You're contradictory!

44:51 Specify what you mean by a 'non-medical professional'

50:31 How should people act on your advice?

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Join us in this conversation to learn why this decision was made, what was involved in pivoting like this, what the current solution looks like and why it's different.

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Joining me to walk through how this technology works, and the impact its having in the financial services industry, is Behavioral Signals CEO, Rana Gujral, and Anu Sachdeva, Global Sales Leader at Genpact.

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The traditional shopping cart is dead. In today's digital world, customers expect a more connected and personalized shopping experience. This means that businesses need to go beyond the cart and focus on creating a seamless and engaging experience that meets the needs of their customers.

Join Gopi Polavarapu, Sr. VP at Kore AI as he shares insights into leveraging AI solutions, such as ChatGPT, to create immersive, personalized customer journeys from online to brick and mortar, customer experience to employee experience.

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Andrew Muir, Lead Dialogue Designer at PolyAI, explains the benefits of using voice talents. One of his points really resonated with me - why voice talents ease users into the experience!

00:00    Start

00:24    Tell me about yourself?

02:38    What's your favourite bot?

03:26    What are your biggest concerns about ChatGPT?

05:58    What journalistic skills do you use in conversation design?

08:42    Why do you choose to use voice talent at PolyAI?

13:10    So voice talent eases users into the experience?

13:52    Where would you choose to use synthetic voices?

15:56    Are you using voice talents and cloned voices?

17:03    Please tell me about your relationship with the voice talents?

19:14    Do you give the voice talent freedom to create their work?

19:50    Do voice talents push back against being used in AI projects?

21:36    Voice talents could get left behind by synthetic voices

22:46    Are voice talents proactively cloning their voices?

23:21    How do you approach updates to avoid spiralling costs?

26:24    Do you adjust the design based on a voice actor's performance?

30:40    Is a synthetic assistant with an empathetic voice a design sweet-spot?

31:51    Do you think there's scope for non-human character design?

36:38    The way words are said matters

38:56    The user observes everything about the bot

41:16    How do you approach voice localisation at PolyAI?

45:44    Personas are received differently in different locales

46:43    You have to know the culture intimately to localise

48:47    We have to expect we will keep updating our work

50:35    Where can people find out more about you?

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It might surprise you to learn that one of the most accessible interfaces (conversational AI) is, in some cases, the least accessible part of your website.

How would a blind person use your chatbot? What about someone with a physical impairment which means they can't use a keyboard?

The reality is that, for some people, a chatbot is an exclusive.

NatWest is the only company I've seen to date which is proactively addressing this issue, designing a bespoke chat interface that is WCAG 2.0 compliant.

Mark Worden led the product team that developed this capability and he's here's on VUX World to share the results.

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Today, Yvonne joins us to share how Swisscom is approaching conversational process automation and top lessons learned from being a Product Owner for conversational applications.

00:00 Introduction and presenting Unparsed event use VUXWORLD and save 50% or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/discount/VUX...

05:05 Welcome Yvonne

07:22 Computer linguistics

08:40 Starting at Swisscom

10:42 Early AI use cases

13:39 Product Ownership

17:20 Balancing requirements

20:11 Stakeholder feature management

22:30 Data & privacy

24:50 From conversation designer to product owner

32:23 Educating stakeholders

34:34 The new 'hype cycle': Chat GPT

38:58 Automating business processes

44:28 Conversational UI's

47:28 Advice to conversational AI practitioners

48:40 Outro

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Michelle Parayil, Conversation Design Manager at Haptik, knows all about it. She’s learnt a great deal about proactive messaging with conversational AI, and shares her learnings and experiences. 

When’s the best time to do proactive messaging? How do we avoid a notification pile-up when sending chat messages proactively? Can a bot that’s too proactive create a bad user experience? It’s all in there, and more…

A wee note about this episode: Michelle called while she was in the middle of a thunderstorm! That’s dedication for you. There’s a few booms and bangs in the background, but she’s still loud and clear. Hope you enjoy it.

00:00 Start

02:08 What's the most useful thing you use at work?

03:22 How do you select the right use case?

04:24 Should we aim for bots to mimic humans?

06:32 What is proactive messaging?

08:14 What are the challenges and benefits of proactive messaging?

11:30 Is there a danger of a notification pile-up?

13:30 Can proactive messaging be done 24/7?

15:26 Can an overly proactive bot create a terrible experience?

17:38 How does data influence the time when we message the user?

20:21 Are there different ways to interpret the user's explicit 'no' to proactive messaging?

23:05 How can a bot fallback if they proactively messaged at the wrong time?

24:31 When would you recommend to not use proactive messaging?

26:28 Does proactive messaging create a strong impression of the bot's persona?

27:21 In which channels do Haptik use proactive messaging?

30:59 What do you think is the future of proactive messaging?

33:13 Outro

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This Conversations2 is an interview with Hilary Hayes, who’s a conversation designer, multimodal interaction designer, teacher and mentor.

I reached out to Hilary in the hope she’d chat about career paths. Why? The job title ‘conversation designer’ is still relatively new, the industry is going through rapid transformation, and recently there were layoffs throughout the tech industry which affected many people, including conversation designers. Sadly, Hilary was one of those designers who got laid-off (she worked at Meta), however as you’ll see in this interview that’s absolutely their loss.

Hilary’s got a lot of insights from her years of experience, she’s not afraid to call out our industry’s issues, and she’s enthusiastic and supportive. I think all conversation designers can take a lot from her. We all wonder about our careers, so listen up for a nice wee chat about careers in conversation design!

00:00 Start

00:13 Introduction

00:51 On UXR 02:18 30 seconds, go!

04:00 The importance of data in conversation design

05:24 Nominate one conversation designer we should all know

07:42 What can designers do away from work to help them be better designers?

14:44 Do conversation designers need lots of life experience?

20:13 On getting certification as a conversation designer

22:11 Talking matters

24:34 What do you need to feel your career is on track?

27:13 We need to talk to each other to stay up to date

31:27 We need to learn from each other

32:17 On mentoring

32:54 UX designers moving into conversation design

35:52 LLMS in conversation design

39:26 AI mirrors us

43:03 Has the industry evolved the way you expected it to?

46:33 Assistants could schedule our lives but they don't yet

48:04 Bots using humans to exploit internet security

50:15 What areas of conversation design don't get enough attention in the industry?

51:22 Are conversational designs serving users well yet?

56:58 What do you hope to do next?

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To walk us through the kinds of business problems faced by FSI companies, the types of use cases conversational AI is solving for, and to highlight some of the successes, value and lessons learned, I’m joined by Dave Schreffler, SVP Financial Services Sales - Kore.ai, and Peter Berbee SVP Financial Services Product - Kore.ai.

Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about https://kore.ai/ and book a demo here - https://info.kore.ai/kore.ai-demo-req...

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For this episode of Conversations Squared the focus is on the man who's usually asking the questions - Kane Simms!

What's he learned in the past 5 years? Where's the industry headed? What about Alexa and Google Assistant? Listen to Kane's responses to these questions and more...

0:00 Intro

4:00 Conversations and listening

7:00 We need patience for conversational AI

9:00 30 seconds, go!

11:10 What surprised you most about the industry when you started VUX World?

17:45 What do the words 'artificial intelligence' make you think?

20:55 Can you summarise the developments you've seen in the last 5 years?

26:15 Channels for enterprise conversational AI

30:35 Was the timing bad for Alexa and Google Assistant?

33:00 What inspires you to keep going forward?

36:20 What excites Ben about the industry?

38:40 The potential of conversational AI

39:30 Outro 

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Visit: https://www.invoca.com/

Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about Kore.ai and book a demo here - Kore.ai request demo

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I reached out to Dr Maria Aretoulaki to find out exactly what conversation analysis is, why it matters and how she would use it for a new project.

Maria is the Director at DialogCONNECTION Ltd and she works with GlobalLogic (a HITACHI Group company) where she’s SME for ML/AI, design-led and data-driven Voice & Conversational AI (VOCAI) and VUI and CUI Design, and a Coordinator of the Web3 and Blockchain CoE.

Maria is a true veteran of conversational AI, so it was fantastic to chat with her!

00:00 Start

00:20 Maria's Introduction

02:38 Maria's VUI experience

05:33 30 seconds, go!

07:01 On 'copywriting' as a term for conversation design

08:45 What would you call the craft of utterance writing?

12:18 what surprised you most when you started designing conversations?

15:04 Customers creatively swearing at bots

17:09 What is conversation analysis?

22:03 What is ontology?

26:33 Ontology of human experience

30:10 Where would you expect to use conversation analysis in a new project?

33:10 What would you look for in the data?

36:09 Are recordings better than transcriptions?

38:48 Do transcriptions give enough detail?

43:20 How much detail is enough?

44:48 TTS and voice talent

48:08 Should conversation analysis adapt to different modalities?

51:58 Are ontologies intents?

53:51 Where can people learn more about conversation analysis?

57:51 Where can people follow you?

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Visit https://knowbl.com/

Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about Kore.ai and book a demo here- Kore.ai request demo

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Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about OpenDialog: https://opendialog.ai

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Visit https://www.cognigy.com/

Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about Kore.ai and book a demo here- Kore.ai request demo

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Check out https://cohere.ai

Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about Kore.ai and book a demo here - Kore.ai request demo

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Kore.ai CEO, Raj Koneru, and CTO, Prasanna Arikala, join me on VUX World to share how Kore.ai sees the future of AI in the enterprise, thoughts on how LLMs are changing what's possible and how Kore.ai is approaching integrating LLMs into the chatbot and voice assistant production pipeline.

Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

Find out more about Kore.ai and book a demo here - Kore.ai demo request

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After reading Robb Wilson's excellent book Age of Invisible Machines (Robb is the CEO of OneReach AI) I had questions about how the work of conversation designers might change - how might hyperautomation and hyperpersonalisation affect our day to day work, and specifically user research? We're used to making generalised user personas. What will we do when we have countless bots adapted to countless users? I asked Joan about these things and more...

Contents:

00:00Start

00:59Joan's experience

03:22Age of invisible machines

05:2530 seconds, go!

08:36How will emerging technologies (like generative aI) effect our work?

13:16Generative ai is a wild entity

14:33ChatGPT has amazing powers, but struggles with the basics

16:59How do you monitor the different 'hypersonalised' bots?

19:20On MVPs

20:08Personalised bots will become default

20:51Can we adjust to a user's prosody and dialect?

23:14What's the best approach to act on insights and data?

26:48When we're 'more agile than agile' how should we act on data?

28:36Bots are complex on the back-end but should feel natural on the front end

30:15Where does user research fit in teams with hyper-automation?

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Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/

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01:0530 seconds, go

05:55what does the term 'persona' mean to you?

06:47what's the purpose of a bot's persona?

10:30the bot is a new employee for the brand

12:28how should designer envision the bot's persona?

14:20what do we mean by 'political opinions'?

17:05a question for the bot is a question for the brand

18:16are bots apolitical from the start?

20:44should we ignroe the customers when they want a stereotyped personality?

24:18shouldn't bots stay out of political discussions?

29:10could we make a safe space for users where politics isn't in the discussion?

31:32how should conversation designers incorporate political material?

35:46can designers write material that goes against their own politics?

39:30outro

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Sonia joins us to share her experience in conversational AI, as well as how GoDaddy is utilising the technology. We'll discuss the challenges that experienced conversation designers face today, and the ingredients to scaling a design practice globally.

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Purchase Jims ebook "How To Be a Great Conversational Designer"​ here: https://www.paypal.com/webapps/hermes?token=30810429YL523245M&useraction=commit&mfid=1671185940654_f568963212092

The botrepreneurs website: https://www.botrepreneurs.live/

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We talked about personas, multimodality, TTS and SSML, empathetic bots like ElliQ and more...

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We're joined by Helios Life Enterprises co-founder and CEO, Sean Austin, to learn more.

Join our next webinar, conversational commerce: how AI-powered digital workers can boost sales: Find out more: https://vux.world/conversational-commerce-how-ai-powered-digital-workers-can-boost-sales/

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Brandon joins us to share his vision for the future of conversational AI in emerging tech spaces, such as AI-assisted creativity and content and web 3. Join us for what'll be an immersive Journey.

Join our next webinar, conversational commerce: how AI-powered digital workers can boost sales: Find out more: https://vux.world/conversational-commerce-how-ai-powered-digital-workers-can-boost-sales/

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We talked about personas, ethics and the sound of conversations.

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Yes, it's early, but the banking industry is one of the stand-out industries where conversational AI can add immeasurable benefit to your business operations and customer experience.

One person who's been through the end-to-end journey of formulating the strategy, building the team and deploying the solution is Bill Hawks.

Bill is Digital Customer Experience Manager - Conversational AI & Virtual Client Service at Citizens Bank, where he's leading the CX digital strategy. Prior to that, Bill was Sr. Digital Product Manager at Truist Bank, where he led the conversational AI strategy, team and solutions.

Bill joins us to share his lessons in how you can create an effective digital assistant for banking, as well as learnings that'll apply to any business leader considering their transformation strategy and how CAI can play a role.

Join our next webinar, conversational commerce: how AI-powered digital workers can boost sales: Find out more: https://vux.world/conversational-commerce-how-ai-powered-digital-workers-can-boost-sales/

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Fabio joins us to share everything from use cases and channels to technical implementation to privacy and early results achieved since launching its assistant in May.

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One of the crucial elements of getting the customer experience right with conversational applications is that they're designed right. That's not to say that technical developers don't have a role to play, or that conversation design needs to trump development in all cases. It's to say that conversation design needs a seat at the big table.

In this conversation, we'll discuss some of the symptoms of developer-led conversational AI initiatives, the impact that too much technical and not enough design focus has on customer experience, and the benefits of being design-led.

We'll also discuss implementing a design system for conversational AI, scaling conversational applications and more insights on the benefits conversational AI is delivering at Workday.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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In this episode, I’m joined by two of the leading brains on the Vonage APIs side of the business: Amitha Pulijala, Vice President of Product, and Lawrence Byrd, Communications APIs. Amitha and Lawrence share their observations on market adoption of conversational AI technologies: which markets are growing, on which channels and what use cases? We’ll also chat about business expectations of AI, core adoption challenges and the trend of multimodal design.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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The drive through ordering experience is one of those scenarios. Vehicle after vehicle, having variations of the same conversation, day in, day out. Many have tried to experiment with conversational AI for this use case, most notably, McDonalds.

However, just because users are having a similar conversation each time, that doesn't make this use case simple. McDonald's, for example, has hundreds of different menu items, different prices based on different locations and promotions changing constantly. Then you have to handle all kinds of ambient noise, different accents and even languages.

The drive through ordering experience is therefore pretty complex for an AI to handle. But, handle it, it does.

We're joined by HUEX Co-Founder, Anik Seth, to discuss how HUEX approaches the problem of creating a voice assistant for drive through restaurants. We'll look at common challenges faced, how the technology works in practice and the value it's bringing some of its early clients.

Find out more at - https://www.huex.ai/

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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Yes, there's a big focus on conversational AI technologies, however, there's just as much (if not more) focus on business process automation. The types of use cases the platform enables are truly transformative and we could all learn a lot about the OneReach automation and AI philosophy. And that's what we're going to do today, with Kevin Fredrick, Managing Partner, OneReach.AI

Buckle up.

Up your CX maturity in this free workshop with yours truly and Cognigy. Find out more: https://vux.world/cognigy

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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You can retrain speech recognition models using acoustic modelling and invest in beamforming microphones, but that might not be enough. Today, we meet the company that has cracked voice recognition in extremely noisy environments.

Yobe co-founder and CEO, Ken Sutton, and Hamid Nawab, Co-founder and Chief Scientist, joins us to share more on how he and his team have cracked the ‘cocktail party problem’.

Visit https://yobeinc.com

Up your CX maturity in this free workshop with yours truly and Cognigy. Find out more: https://vux.world/cognigy

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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According to Peter, this approach puts Aigo at ‘Light Years’ ahead of chatbots and other so-called ‘Personal Assistants’, and puts it at the forefront of Conversational AI.

Current chatbot technologies used in the enterprise and consumer space, have serious inherent limitations: They do not remember what was said before, cannot learn interactively, do not have deep contextual understanding, and cannot reason or explain themselves. This makes meaningful ongoing conversation impossible.

This capability gap has created massive unmet demand – one Aigo aims to fill.

In this episode of VUX World, Kane Simms is joined by Peter Voss to go deep on the potential of AI to mimic or become conscious, the limitations of other AI systems and the Aigo way.

Up your CX maturity in this free workshop with yours truly and Cognigy. Find out more: https://vux.world/cognigy

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

Visit - https://aigo.ai/

Peter Voss on Medium https://medium.com/@petervoss

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Up your CX maturity in this free workshop with yours truly and Cognigy. Find out more: https://vux.world/cognigy

Find out more about VUX @ VOICE22 presented by Kore AI: https://www.voicesummit.ai and save 20% on tickets with the code VUX20

Check out https://www.liveperson.com/

To join Conversational Collective https://www.convocollective.org/

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What mistakes do conversation designers commonly make? What skills do conversation designers often lack? What are some of the common misconceptions that we have in the industry today? Does your digital assistant really need a personality? All will be revealed, plus top tips on how to do things right!

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

How to avoid the uncanny valley in voice design | Talkdesk

Designing customer conversations: Best practices - Guides | Talkdesk

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00:00 Introduction and presenting VUX World @ VOICE22 Presented by Kore AI

Find out more at https://voicesummit.ai/agenda

03:54 What is botcopy?

06:28 The idea behind botcopy

13:38 Front end UI for chatbots

17:30 Pre empt customer needs

20:40 Educating the market Vs being found

29:10 Effect AI has on the economy and businesses

37:30 AI taking over peoples jobs

42:30 Gradual or noticeable changes?

45:35 Cost saving vs social values

52:45 Cognitive bias

58:28 Bullsh*t Man

1:04:14 Outro

Find out more at https://www.botcopy.com

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Check out -

https://digitalhumans.com/

https://iamsophie.io/

www.uneeq.com

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**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 don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit: https://deepgram.com/vuxworld

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**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 don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit: https://deepgram.com/vuxworld

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Gupshup has been on a mission lately, with acquisition after acquisition, and expanding into all emerging economies. Beerud joins us to share the Gupshup story, as well as how conversational AI is being adopted across emerging markets such as APAC. We’ll discuss the difference in customer behaviour and experience in these markets, as well as how that changes business strategy and technology solutions.

**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 don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit: https://deepgram.com/vuxworld

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**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 don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit: https://deepgram.com/vuxworld

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**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 don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit: https://deepgram.com/vuxworld

Check out Speakeasyai.com

Check out the Digital assistant scorecard

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• Friendly competition - zoom and Genesys
• Irish Bank - 2 hour wait times
• Nearly 20% of brands have seen a dip in customer experience quality.
• A great post from Andrew Moorehouse on the Death of Live Chat. Analysis from studying 10,000 live chat transcriptions. It’s bad. “Not bad meaning bad, but bad meaning good” (Shout out to Run DMC).

Check out Balto

Subscribe to VUX World

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