VUX World

Meredith Schulz has scaled LivePerson's conversation design practice from 3 to 12 people in the last couple of years. As the Sr Conversation Design Manager, Meredith has barrels of experience in conversation design best practice and tons of learnings on what it takes to grow your team successfully. Meredith and I will be chatting about key considerations and learnings for scaling a conversation de...

With over a decade of experience designing conversational interfaces, Dawn Harpster is part of a rare breed. Currently Senior Conversation Architect at Talkdesk, Dawn joins me for a conversation about why most chatbots just aren't that good. What mistakes do conversation designers commonly make? What skills do conversation designers often lack? What are some of the common misconceptions that we ha...

Botcopy is a Google Cloud Partner that augments the workflow and usability of DialogFlow, making the front end messenger interface customisable. We're joined by CMO, Rob Lubow to discuss the what, how and why of DialogFlow augmentation, plus some deep discussions on AI ethics, cognitive bias and the future of the economy and society in an increasingly AI-mediated world. 00:00 Introduction and pres...

Niche player in Gartner's 2022 Magic Quadrant for enterprise conversational AI platforms, Aisera has been making moves to bring the best AI service experience to market. We're joined by Aisera CEO and investor, Muddu Sudhakar, to discuss the Aisera philosophy for AI mediated service provision and how it enables enterprises to get the best out of their human resources. Hosted on Acast. See acast.co...

There's a reason why the digital human market is forecast to reach $527 billion by 2030. And it's not all about the metaverse. One of the companies leading the digital human charge is UneeQ, and we're joined by CEO, Danny Tomsett, to dive into the rising trend of digital humans, branded avatars, virtual influencers and more. We'll discuss how and where digital humans are and will be used, the valu...

Braden Ream is the CEO of the rapidly growing conversation design platform, Voiceflow. Braden and his team spend their days working to understand how conversation designers work, and what they need. Needless to say, he’s worked with countless conversation design teams and is perfectly placed to highlight some observations on what the best conversation design teams in the world do well. You’ll lear...

Orlando Gadea is the Global VP Customer Experience Transformation at Stanley Black & Decker, Inc, with over 6 years experience in managing conversational chatbots. Orlando joins us to share why you’ll probably build your first chatbot twice. Hosted on Acast. See acast.com/privacy for more information.

Rabobank is one of the leading banks in The Netherlands. Join Stefan Bijkerk, Data-analyst & Conversational AI Specialist, Rabobank, to learn all about the use cases and channels used by Rabobank’s AI assistant to serve its customers and the business value it brings. Learn how Rabobank approaches identifying use cases and taking ideas from concept to production, as well as conversation design...

Philip Bennett is the Customer Service Operations Manager at Empire Today, the USA’s largest direct-to-consumer shop-at-home flooring provider. Philip joins us to share case studies on how Empire Today is using conversational AI to improve customer experience and business outcomes. We’ll chat about what’s working, what’s not, and how a ‘traditional’ business can apply emerging technology and fuel...

Beerud Sheth founded popular freelancing service, Upwork, and now co-founded and heads-up the leading conversational AI platform for emerging markets, Gupshup. 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...

Greg Whiteside, CEO, Human First joins us to share how you can use data to build better bots, why we’re focusing too much on data labelling and why your help centres and knowledge bases are underrated goldmines. **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...

Has digital assistant performance finally been nailed? Frank Schneider returns to VUX World to discuss and share the new digital assistant scorecard from Speakeasy AI.  **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advant...

Marc Bernstein, CEO, Balto, and Kane Simms, CEO, VUX World, knock their heads together again in another episode of shoot the shiz, discussing the latest trends in CX and beyond, including:  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. An...

Aflorithmic is on a mission to help you create high quality audio at a fraction of the time and cost. One of the most intense parts about creating audio for video, radio, smart speakers or, indeed, voice assistants and voice user interfaces, is that you need to learn what you’re doing. You need to learn your way around a DAW, understand compression, EQ, reverb, ducking and a whole load of other au...

I recently spoke at, and facilitated, a webinar with Ilan Avner of AudioCodes discussing how to integrate voice assistants into call centres. This is the audio from that webinar. First, there's a presentation from me sharing some insights on the value voice assistants can bring and pointers for implementing. Then, Ilan shares the Voice AI Connect product and how you can use it to integrate any voi...

One thing is for sure; conversational AI systems are a challenge to test and maintain. Yet, without robust testing, there's no way of guaranteeing quality. And high quality interactions are all that matter. Without assuring the quality of your assistant, it won't achieve the results you hope it will, rendering your whole strategy pointless. To share the importance of quality assurance, and to walk...

Cobus Greyling led Vodacom's Tobi implementation in South Africa, and is a well-known entity in the conversational AI space. His consistent analysis of leading conversational AI platforms on Medium is a must read for anyone serious about CAI. After leaving Vodacom and having the public speaking shackles released, Cobus joins me to share his take on how to make conversational AI work for large ente...

Learn how one of the world's largest global banks is using conversational AI in its call centre to improve customer experience. Andy Kingston, Head of UK Customer Service Strategy and Transformation at HSBC, joins us to share key insights and learnings from HSBC's journey with conversational AI. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every voice heard and unde...

Just how much of your data is being processed by AI systems? And to what end? Most of us don't have a clue what's happening to the data we share with businesses on a day to day basis. We don't even know what data is being captured in the first place. Throw AI assistants into the mix and we're even more lost than we were.  With algorithms making decisions and AI assistants mediating our intera...

AMRO Bank is the market-leading bank in The Netherlands, and Jeroen Das is leading the conversational automation charge. We chat with Jeroen about use cases, channels, business drivers and outcomes, as well as tips and tricks for scaling your conversational AI from nothing to over 1.5 million conversations per year. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every...

Brad Cleveland is an author, speaker, and consultant known globally for his expertise in customer strategy and management. He joins us on VUX World to share his perspectives on the current customer experience challenges faced by enterprises and how AI technologies are lending a hand in helping. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every voice heard and under...

Marks and Spencer, one of the UK's leading retailers, has been using conversational AI across the web and contact centre for some years. Steven Siddall, Contact Systems Lead at Marks and Spencer, joins us to share the M&S journey. **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 En...

Homeserve is one of UK’s leading home assistance providers, from plumbing, drainage, electrics, heating and more. In 2021 Homeserve began exploring the use of Google DialogFlow for customer service automation. Phil Jordan, Head of Contact Channel Automation and Self Service, joins us to share the successes and lessons learned. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to...

Instacart is the world’s largest online grocery service. Ayesha Saleem is the Conversation Design Manager and joins us to share how Instacart is using conversational AI, the team and resources involved, the results they’ve achieved and best practice tips for designing and implementing conversational AI solutions. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every vo...

London North Eastern Railway has been trialling digital avatars in its train stations to help travellers with a wide variety of needs. Innovation Manager, Robert Cunningham, joins us to share the LNER journey into conversational AI applications and discusses the why, what and how. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have...