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PODCAST

VUX World

Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.“One of the most consistently insightful and deeply respected podcasts in

technology design

All Episodes

53:52

Voice in APAC with Guy Munro, TalkVia

VUX World ·

2021/09/03

TalkVia, the voice assistant design and development platform for marketing teams looking to invest in emerging technologies like Alexa and Google Assistant, conducted the Smart Audio Report, Australia, to understand the adoption and usage levels of voice assistant technologies down under.Head of Innovation, Guy Munro, joins us to share the details and insights from the survey, how voice assistant adoption in APAC is similar or different to the US and EU, as well as his perspectives and advice for

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59:16

Voice AI in noisy environments with SoundHound's...

VUX World ·

2021/08/20

Voice AI can provide immense value outside of the home. Problem is, outside is noisy! So how to you create voiceAI solutions andspeech recognition systemsthat work well in cars, in traffic, outside or with screaming kids in the background!?We're joined by SoundHound's Director of Business Development, Andrew Richards, to shed some light on howone of the top voice AI companies tackles this challenge.We dive into:What are the common challenges when implementing voice solutions in noisy

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57:46

The journey into conversation design with Heyday's...

VUX World ·

2021/08/16

Every experienced conversation designer has been asked this question: how do I get into conversation design?Heyday's Team Lead for Conversation Design, Anna Ralph, joins us to answer that question and more as we chart her journey from copywriter to conversation designer and share how you can do the same.LinksHeyday by Hootsuite Hosted on Acast. See acast.com/privacy for more information.

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1:01:05

Advancing 'applied conversational AI' with Wluper...

VUX World ·

2021/08/16

Anyone who has worked with semi-complex conversational AI from a design or development perspective has hit the limitations of the technology. 'If this then that' statements that determine logic, handling 'no match' intents and providing training data and synonyms for intents and slots. All of this gets incredibly complex and difficult to manage when you get into anything beyond a simple use case.One company that's pushing the boundaries of conversational AI is Wluper. Today we're joined by

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41:41

Genesys on conversational AI with VP, Product...

VUX World ·

2021/08/11

Genesys is one of the largest cloud CX providers on the planet and is leading the way in the future of customer experience with is cloud contact centre and automation platforms.VP, Product Marketing for AI at Genesys, Elcenora Martinez joins us to share her experience and insights on the current best practice for implementing conversational AI in enterprise. We discuss the approach Genesys has taken to its voice and conversational AI product offering, the Bold 360 acquisition, trends and

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1:06:15

AI-driven real time guidance for call centre agents...

VUX World ·

2021/08/11

It's hard enough designing conversational AI agents that understand single line utterances and are able to string together a conversation with a person. Try monitoring both a caller and an agent having a two way conversation and understanding it to the extend that you're able to offer real time, in the moment, accurate guidance to the call handler.This is exactly what Balto does. We chat to CEO, Marc Bernstein, about where the idea for Balto came from, how he went about creating the company, the

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54:42

Voice design at Comcast, with Chuong Nguyen and...

VUX World ·

2021/08/01

Voice assistants and voice user interfaces are becoming ubiquitous across all device types. Voice is quickly becoming the modality of choice for finding information and getting things done. But with every new device type, comes a different type of customer experience, based on different mental models, different expectations, different context and different goals.One of the most promising device types for voice user interfaces is the TV. With a wealth of content options from a range of providers,

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57:06

Talking conversation design with Maaike Groenewege

VUX World ·

2021/08/01

What do instructional design and conversation design have in common? What skills and perspectives do linguists bring to conversation design? What are the top challenges new conversation designers face? And how can we design successful conversational interactions between computers and humans? Maaike Groenewege joins us to share all, and more!LinksConvocatFollow Maaike on InstagramConnect with Maaike on LinkedInVoice Lunch Language and LinguisticsWomen in Voice NL Hosted on Acast. See

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1:05:05

Why digital transformation has always been about...

VUX World ·

2021/07/29

Have you misunderstood the aims of your digital transformation programme?So much time, money and effort is spent on rebuilding websites, launching apps, managing social media, all to try and prevent customers from calling your contact centre and costing you money.All of this to prevent 'avoidable contact'.Yet, they still call.The question should be 'why don't you want to talk to your customers?' There isn't a better way to foster deeper relationships that to have a conversation.We chat to Speakeasy

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10:29

Should my brand integrate with Google Assistant or...

VUX World ·

2021/07/07

You might think of Google assistant as the thing that you use to search the web on your phone or the speaker you use to play music at home. But with every new partnership, Google adds another string to its assistant’s bow that sees a slightly different Google Assistant appear on different surfaces. All the while, the Google Assistant umbrella expands and it edges closer to becoming the default assistant in your life and the default access point to the internet.Read the full article Hosted on Acast

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1:00:36

Avaya on enterprise AI strategy, with Davide Petramala

VUX World ·

2021/06/17

Davide Petramala, Director of Customer and Partner Onboarding, Avaya, joins us to share his take on improving your customer experience using conversational AI, and how you can do that using Avaya technology and approaches.We'll dive into the importance of customer experience and how the bar is constantly being raised, as well as what you can do to keep meeting rising customer expectations. We'll discuss the value of conversational AI for enterprises and how you can get started and scale, whether to

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1:04:14

The importance of owning your NLU with Stacey Kyler...

VUX World ·

2021/06/11

When you build voice assistants for Amazon Alexa and Google Assistant, most of the control over what the AI is doing and how its performing is lost. You can't access audio files, so you can't really understand what users actually said. You can't see anything about how the NLU classified an utterance, either. With Alexa, you don't even get the transcript of what the user said. All of thislack of visibility results in a lack of control over your voice assistant's performance. That means you can't

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56:59

Finding the unfindable with Lucy AI's Dan Mallin

VUX World ·

2021/05/27

You know when you justknowthat you have a slide somewhere with the exact information you need on it, but you can't remember which deck it's in? When did you create it? Where did you store it? I myself have spent countless hours over the years searching for specific bits of information in slide decks, reports, word documents and more. Time wasted. Time that Lucy AI promises to give you back.Lucy AI in an enterprise conversational search tool that can take natural language queries and search the

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1:02:18

The Azure Bot Service with Microsoft's Gary Pretty...

VUX World ·

2021/05/24

Microsoft has a range of AI services to help brands and individuals create seamless conversational experiences. From large scale enterprise assistants, such as the solutions in play atSwisscomand theBBC, to small scale services too. With MS Build just around the corner, we get a sneak peak at what to expect from the Azure Bot Services team, as well as a rundown on just exactly what bot services Microsoft has to offer, how they all hang together, who they're for and how you can use them.We're joined

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59:56

Hyper-personalised voice AI with Laetitia Cailleteau,...

VUX World ·

2021/04/26

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.LinksConnect with Laetitia Cailleteau on LinkedInMore about Accenture Hosted on Acast. See acast.com/privacy for more

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1:01:20

How to train an ASR (automatic speech recognition)...

VUX World ·

2021/04/19

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 voiceassistants, 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 bias, new language and dialects.Why do automatic speech recognition

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1:01:39

Scaling conversational AI with Roger Dill, Swisscom,...

VUX World ·

2021/04/12

Swisscom,Switzerland'slargest 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, to asophisticatedmultichannel suite of conversationalcapabilities.Artificial

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52:08

Giving your AI a Boost with Sam Danby

VUX World ·

2021/03/29

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.LinksFollow Sam on Twitter and connect on LinkedInVisit Boost.ai Hosted on Acast. See acast.com/privacy for more information.

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1:10:40

Designing charismatic voice assistants with Marie...

VUX World ·

2021/03/22

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 perspectiveTTS tuning and challengesThe value of creating a personaThe importance of linguistics in conversation designWhen and how to create charismaHow charisma contributes to improving customer experienceLinksCheck out VUI.agency Hosted on Acast. See

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1:08:21

Google CCAI with Antony Passemard

VUX World ·

2021/03/15

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 using conversational AI.Running order:00:00:00 Intro00:02:53 About Antony

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