VUX World

Nick Allgaier is the Product Manager for Digital Assistants and Conversational AI at Lufthansa Group, and has taken the Lufthansa AI program from zero to 10 million interactions per year over chat, with more than 1 million interactions per year on voice. Nick joins me to share his learnings on scaling an AI practice to extraordinary heights. 

We cover Lufthansa’s journey and where it all began, right through to how it's operating at scale today. You’ll learn how Lufthansa is utilising generative AI and the specific use cases it’s working well for, with some of the numbers to back it up. You hear about Nick’s Golden Triangle for conversational AI use case selection and how missing any one of those crucial ingredients leaves you destined to fail. You’ll also learn Nick’s 5-step process that ensures customer experience excellence and the crucial role AI plays in that (and it’s not what you think). Finally, you’ll learn how to operate an AI service that spans multiple brands and languages.

Lufthansa is Europe’s biggest airline from a revenue generation perspective, second biggest in terms of numbers of passengers carried, and 4th in the world in terms of revenue. It houses Lufthansa, SWISS, Discover, Eurowings, Austrian, Brussels airlines and has over 60,000 staff. Getting an AI programme off the ground in an organisation of this size requires a skill and a solid approach. We’ll cover all of that and more in this episode of VUX World.

This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq  ​

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In this episode, we explore the rapidly evolving world of #AI processors; the firepower that makes everything from training, inference and processing possible. We’ll uncover what makes these AI processors so unique and crucial in today’s tech landscape. From CPUs, GPUs and NPUs to Intel’s latest innovations. Learn how these chips work, the importance they have, and why they’re in such high demand globally. Featuring exclusive insights from leading experts at Intel, this podcast is your gateway to understanding the silicon that’s shaping our future.

This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq  ​

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WellSaid is at the forefront of AI-generated voices and has been proving bleeding edge voice technology since late 2018. Brain took over as CEO in January 2024 and is leading the charge to scale WellSaid to new heights. Brian joins me to discuss the voice generation market, use cases, ethics surrounding voice cloning and where all this is headed.

Check out WellSaid

Be sure to read about 'A tech firm stole our voices - then cloned and sold them'

WellSaid Labs Creates NPR’s First AI Podcast Episode

Go back and listen to - Speech-to-speech synthesis with Alex Serdiuk, CEO, Respeecher

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In this episode of Agony Agent, Ben McCulloch welcomes conversation design experts Ilana Meir and Peter Isaacs to tackle pressing issues faced by conversation AI designers. Ilana, a freelance conversation designer with extensive experience in AR, VR, and healthcare, and Peter, a senior conversation design advocate at Voiceflow, share insights on improving bot interactions, overcoming organisational challenges, and leveraging large language models (LLMs).

Key topics include how to navigate archaic systems when designing seamless user experiences, managing sentiment analysis in conversation design, and balancing the demands of impulsive sales teams with technical developers. They also discuss the impact of context switching for designers managing multiple brands and the challenges of fine-tuning LLMs for scalable AI solutions.

This episode is a must-listen for anyone in the conversational AI industry, offering practical advice on how to combine technical and creative expertise to build better, more human-like interactions. Whether you're refining chatbots or introducing generative AI, you'll find valuable strategies to implement right away.

00:00.0 Intro

04:58.5 Creating beautiful interactions with archaic solutions

11:05.2 Learn sentiment analysis and do emotionally sensitive conversation design

17:19.6 Educating user to speak so the NLU understands

21:17.1 Using LLMs for intent recognition

22:54.1 Meaningful success metrics

27:49.1 Advocating for a holistic view between competing stakeholders

32:38.2 Balancing Gen AI obsession with its abilities

37:30.0 How to build a chatbot that matches ChatGPT

39:19.6 Preparation before building

40:47.1 Think about frameworks where conversations will happen

41:56.6 Finetuning LLMs

44:33.6 Making people see value of CAI and experts

46:17.6 Is chatgpt a good way to show what CAI can do?

47:47.1 CXD for SaaS services with LLM solutions

51:52.1 How to advocate for your role

54:19.6 Context switching multiple brands in a services organisation as a manager

58:24.6 How to go beyond information provided by client when training an assistant

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Martin Musiol is the founder of Generativeai.net, an online learning platforms that teaches data scientists and others about generative AI. Martin joins me to chat about his experience and the value of generative AI for businesses.

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Today I'm joined by one of the founding team members of Google Assistant and all round AI legend, Vlad Vuskovic.

Vlad has been instrumental in Google's AI efforts from a product management perspective and joins us to share more on the AI tools and capabilities Google offers enterprises, as well as some practical advice for implementing successfully based on years of experience in the field.

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Falene McKenna is arguably the most charismatic member of the conversation design community. With a wealth of experience in conversation design particularly as it pertains to robots!

Falene join me to share lessons learned in designing conversations for robots and specifically about the uncanny valley: what it is, why it matters and whether we can or should cross it.

Visit Falenes LinkedIn

Check out Lingua Robotica

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Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences.

Tune in to find out why CSAT and NPS are dead, why happiness should be your true north KPI, the future of the contact centre and what we’ll do with all the jobless call centre workers **grits teeth**. Learn the 4 missing pieces of your AI strategy and why you’re struggling to fill them.

Myself and Richard share so many similar perspectives on how to do AI right in the enterprise. This will be a bone shattering journey of cognitive dissonance if you’re not open to change. Be open. Dive in.1

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The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy.

Eugene Neale, Director of Business IT and CX Engineering, and Tom Smith, Telecommunications Operations Manager at loveholidays, the UK's fastest growing and largest online travel agent, share use cases, lessons learned and best practices from years spent designing and building Sandy with Google DialogFlow.

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Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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