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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

1:05:08

Integrating ANY bot from ANY framework into ANY...

VUX World ·

2021/03/08

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.Joining us this week isIlan Avner, Director of Product Management at

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1:03:21

Creating super-human voice assistants with Nikola...

VUX World ·

2021/03/05

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-basedPolyAI, when using PolyAI technology.We chat to Nikola about what defines

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1:06:55

Building a business on Alexa and Google Assistant...

VUX World ·

2021/03/01

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 well. It happened with the App Store on mobile, after all.There was two

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59:47

Enterprise conversational automation with Derek Roberti

VUX World ·

2021/02/22

Derek Roberti is the VP Technology, North America, at Cognigy, based in California. Hejoinsus to share his insights and observations on using conversational AIautomationin the enterprise for automating service delivery.We chat to Derek about:Cognigy and its historyDemocratising AIThe need for market educationThe balance between technical capability and ease of use in conversational AI toolsMarrying conversational AI with Robotic Process Automation (RPA)Whether conversational AI tools will

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53:11

How voice of the customer can enhance your...

VUX World ·

2021/02/21

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 aroundcustomerfeedback can create the conditions and insights needed to build products and services that customers love.The exact samemethodologies and practices can feed directly into your conversational automation strategy to make sure you're consistently meeting customer needs.At the same time, the data and insights you produce from the automated

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54:41

Actionable insights from speech data with Nico Perony

VUX World ·

2021/02/15

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 escalate calls to an agent based on an angry customer response.It's also being

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1:16:30

Does voice first suck? And is it stuck? With Bret...

VUX World ·

2021/02/08

When I was on theVoicebot 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 past few weeks, founder ofWitLingo, Ahmed Bouzid was involved in a conversation at the

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1:03:00

Bringing human-like performance to AI custom voices...

VUX World ·

2021/02/01

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 your conversational applications. With quicker-than-real-time

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52:34

How we built the HeyMercedes Voice Assistant with...

VUX World ·

2021/01/27

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 certainly hope we did.LinksConnect with Mihai Antonescu onLinkedInorTwitter Hosted

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1:02:10

Integrating DialogFlow into your contact centre with...

VUX World ·

2021/01/25

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.Timestamps00:00 Intro04:30 About Justin Randall and Comwave10:30 Replacing the IVR12:23 What can 'Penny' do?13:39 How do you determine success for your

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1:05:15

AI and the future of customer service with Noam Fine,...

VUX World ·

2021/01/18

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 joined by Head of Vonage AI, Noam Fine, to answer those questions and more about

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56:49

Voice AI in the contact centre: 2021 trends, with Dan...

VUX World ·

2021/01/11

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 isdisrupting all kinds of industriesand providing opportunities for almost every and any business unit. None, perhaps, has the potential to prosper more than the contact centre.With the potential to automate front end conversations and assist live agents, conversational AI

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1:02:33

Incorporating VUI into your UX repertoire with Stuart...

VUX World ·

2020/11/27

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 voice AI and discusses how UX designers can incorporate conversation

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45:02

Voice commerce: The current state of play with James...

VUX World ·

2020/11/23

Voice commerce: the state of playWe've been speaking about the potential ofvoice first devices to change shopping behaviourand drive sales and engagement for a while. I wrote about it in theHarvard Business Reviewover 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, UK-centric consumer research report to understand the current state of play when

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1:08:48

Creating independent voice assistants with Kavita...

VUX World ·

2020/11/23

As much as Amazon and Google dominate the voice AI headlines, one size doesn't always fit all. There's a trend within the voice industry ofbrands creating their own voice assistants. The BBC have created Beeb, Mercedes have My Mercedes, Capital One; Eno and plenty of others are following.And even those who aren't creating their own high-level digital assistant to serve as the AI front-end to the companies products and services, many are wanting narrow implementations ofvoice AI across apps,IVR, the

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56:50

Adding voice to screens with Hannes Heikinheimo

VUX World ·

2020/11/16

Hannes Heikinheimo is the Co-Founder and CTO of Speechly, a voice AI company that specialises in adding voice capabilities to software products, and he joins us to discuss the benefits and steps you need to follow to do this.Hannes has deep experience in voice technologies, working with the Helsinki University of Technology, Nokia, Rovio and Apple, launching the Finnish Siri.We chat to Hannes about the Speechly technology, the drawbacks of traditional speech to text, the difficultly of language

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1:07:43

How voice AI is disrupting industries with Mike Zagorsek

VUX World ·

2020/10/26

SPONSORED BY THE CONVERSATION DESIGN INSTITUTEBecome a certified conversation designer and save 25% with code CDI972VUX25OFFFIND OUT MOREVOICE AI DISTUPTIONVoice AI is disrupting industries and providing new opportunities to innovate for those companies paying attention.Voice AI, like most technology innovations is an enabler. It enables businesses to explore new markets, unlock new value and, in some cases, reinvent themselves.But technological capability isn't enough to grease the wheels of

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59:53

The future of conversational commerce with David...

VUX World ·

2020/10/19

We're joined by David Clark (BT) and Tim Atkinson (Google) to discuss the future of conversational commerce: RCS Messaging.SPONSORED BY THE CONVERSATION DESIGN INSTITUTECompanies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow

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51:49

Alexa for caregiving with Mark Gray

VUX World ·

2020/10/16

In this episode, we're joined by Constant Companion CEO, Mark Gray, to discuss the opportunities and need for creating voice-first services for older adults.Constant Companion are providing voice OS access to care homes, retirement centres and individuals across the US, with demand for its services increasing exponentially this year. For a small monthly fee, your gran, grandad, parent or friend, can have an Alexa-enabled device installed and set up in their home that runs on top of the Constant

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58:42

The Rundown: What's Algolia upto?

VUX World ·

2020/10/14

Algolia uses Open AI to up the conversational AI search gameAlgolia announced a suite of AI products that help make the search experience more natural and simpler, as well as adding immense power to chat bots and voice bots.In this episode, we run through the new updates and discuss their importance and usefulness for the voice industry.We discuss:Algolia Understand: The new Natural Language Understanding API from Algolia.The new API from Algolia that offers Alexa-like natural language

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