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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

1:02:18

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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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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