VUX World

VUX World

Learn how to implement voice and conversational AI strategy and conversational automation with VUX World. Every week, we speak to industry thought leaders and practitioners on the three core pillars of conversational AI: strategy, design and development. From strategic insights to help you plan for success, to conversation design techniques to create delightful experiences. From how to implement effective solutions to previewing potential technology providers and platforms. We share the deep details of how the world’s leading organisations are implementing AI so that you can learn to do the same. See acast.com/privacy for privacy and opt-out information.

Episodes

April 26, 2021 59 min

In this episode, we speak to Laetitia Cailleteau, Managing Director | DATA & AI Europe Lead | Global Lead for Conversational AI at Accenture, about the origins of the patent, the problem it solves, the value of personalised voice experiences and more about what Accenture is up to in AI, and how its thinking about conversational AI's potential to transfer customer experience.

Links

Connect with Laetitia Cailleteau on LinkedIn

M...

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We take it for granted that, when we talk to our voice assistants, they hear us. When we dictate a message to Siri, it transcribes it. Speech recognition is used in a whole manner of areas beyond voice assistants, too. Transcribing videos on YouTube, PowerPoint, dictation, call transcriptions in contact centres and beyond. But speech recognition systems don't always perform as expected and require training constantly to address...

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Swisscom, Switzerland's largest telco, has one of the most widespread uses of conversational AI we've seen to date. With voice-enabled set-top-boxes, customer service-based chat and messaging applications, as well as a voice-enabled IVR system for call routing, Swisscom is all-in on voice and conversational AI. Roger Dill heads up the Dialogue Management, AI and ML product and has scaled its efforts from a single chatbot, t...

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March 29, 2021 52 min

Sam Danby of Boost.ai joins us to share how to take your conversational AI to the next level using Boost technology, including creating conversational agents from web content, assessing and choosing the right technology such as ASR and NLU, as well as learning and iterating on language models.


Links

Follow Sam on Twitter and connect on LinkedIn

Visit Boost.ai


See acast.com/privacy for privacy and opt-out information.

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Marie Kleinert and Ray-Allen Taylor of VUI Agency join us to share some of the methodologies and practices they use to create charismatic voice assistants and how you can do the same.

We dive into areas such as:

  • Defining charisma from a voice assistant perspective
  • TTS tuning and challenges
  • The value of creating a persona
  • The importance of linguistics in conversation design
  • When and how to create charisma
  • How charisma contributes to improv...
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    March 15, 2021 68 min

    Google Cloud's Head of Conversational AI and Contact Center, Antony Passemard, joins us to dive under the hood of Google CCAI; Google's Contact Centre AI product.

    Antony manages the entire product suite and joins us to share what CCAI is, how it's being used to improve customer experience within contact centres across industries, as well as describing how you can use the tools yourself to streamline service delivery usin...

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    Voicebots for customer service are in increasing demand, but how do you actually integrate one into a contact centre?


    Learn how to take an existing chatbot and repurpose it for your contact centre. Many chatbots provide immense value to customers, and many call centres are overwhelmed with demand. Why not offer your chatbot service through your contact centre and help customers self serve, and customer service staff manage demand.

    Jo...

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    As much as voice technology has been hyped over the last few years, perhaps leading to some unrealistic expectations, it's beginning to find its feet in reliably and consistently improving customer service in contact centres. 

    Regardless of hype, voice technology has super-human qualities when applied in a customer services environment and especially, according to today's guest Nikola Mrkšić, CEO and co-founder of London-bas...

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    Tom Hewitson, Founder and CEO, Labworks.io, joins us to share how he built a business on Alexa and Google Assistant, how he finds, keeps hold and monetises users, design best practice and advice for those looking to do the same.


    In 2017 and 2018, when Amazon Alexa began rolling our in-skill purchasing (ISP), many thought that there'd be a gold rush on the Alexa platform. 

    Business will be built, money will be made and all will be...

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    Derek Roberti is the VP Technology, North America, at Cognigy, based in California. He joins us to share his insights and observations on using conversational AI automation in the enterprise for automating service delivery. 

    We chat to Derek about:

  • Cognigy and its history
  • Democratising AI
  • The need for market education 
  • The balance between technical capability and ease of use in conversational AI tools
  • Marrying conversational AI with Robo...
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    Nate Brown is the Chief Experience Officer at Officium Labs, world-leading CX consultancy. He joins us to share how a customer-centric culture shaped around customer feedback can create the conditions and insights needed to build products and services that customers love. 

    The exact same methodologies and practices can feed directly into your conversational automation strategy to make sure you're consistently meeting customer ne...

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    When it comes to making customer interactions with conversational AI more human-like, there's often one thing missing. Emotion.

    We chat to Nico Perony about how OTO.ai is being used to understand emotion and sentiment of users in order for businesses to create more compelling customer experiences.

    Married with conversational AI, bots can be more sensitive to the caller based on their emotional state and even do things like escala...

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    When I was on the Voicebot podcast, Bret asked me whether we're going through a voice first winter. I said that I didn't think so, nor did I really care. There are opportunities to do good work and enhance people's lives regardless. However, there has been an undercurrent in pockets of the industry where some folks are becoming frustrated that voice hasn't reached its potential (however you define that).

    Over the pas...

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    Resemble.ai is a cutting edge synthetic voice (text-to-speech) provider that allows anyone or any brand to create their own, customer TTS solution to use across any and all channels. From IVR, Alexa and Google Assistant to narrating videos and marketing materials and even voicing game characters. With just 50 lines of speech, you could have your own dedicated brand voice that brings a consistent and elevated customer experience to ...

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    Mihai Antonescu joins us to discuss the history of voice at Mercedes, the origins of the HeyMercedes voice assistant and the process for building it.

    You'll also learn tips and tricks that'll help you put together your approach to creating your own assistant, as well as how to understand and measure the business value voice assistants can bring.

    Mihai asked us before the show to challenge him with our questions, and we certai...

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    Justin Randall, Chief Innovation Officer at Comwave, one of Canada's largest independent telco companies, joins us to share his experiences of designing, building and implementing a Google DialogFlow agent in the contact centre.

    We'll cover the drivers for doing it, the process he followed, the things he learned and advice for doing the same.

    Timestamps

    00:00 Intro

    04:30 About Justin Randall and Comwave

    10:30 Replacing the IVR

    12...

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    With almost all call centres looking to us AI to automate an increasing number of conversations with customers, what does the future of customer service look like? And what's the future of work going to look like for your staff? What can you do today to prepare for an AI-first future, both from a customer experience and staffing perspective?

    Lots of big questions will need answering in 2021, and to get you started, we're joi...

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    Dan joins us to share his insights on the most important recent developments in voice AI technology and how it's enabling business transformation, as well as some of the emerging trends we're likely to see unfold in 2021.


    Voice AI is disrupting all kinds of industries and providing opportunities for almost every and any business unit. None, perhaps, has the potential to prosper more than the contact centre.


    With the potential...

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    One of the hot topics on every UX designer's lips is conversation design. How do you do it? Is it something I can do? And what skill sets do I currently have that put me in a good position?

    Stuart Silverstein, season UX and service designer, also has deep experience in designing conversational user interfaces, from messenger applications to voice bots and IVR assistants.

    Stuart joins us to walk through his learning journey with v...

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    Voice commerce: the state of play

    We've been speaking about the potential of voice first devices to change shopping behaviour and drive sales and engagement for a while. I wrote about it in the Harvard Business Review over a year ago. Yet, we're not seeing a huge amount of use cases executed. So are people actually using their voice assistants to shop? And, if so, what can brands do about it?

    Vixen Labs commissioned a unique,...

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