VUX World

Sham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the current and future trajectory of AI for customer experience and enterprise automation.

Hosted on Acast. See acast.com/privacy for more information.

Designers love to talk design. Often people focus on their favourite tools, processes, hacks and gripes. It all matters. The technical aspects are just as important as well. We’re designing conversations with technology - we need to get intimate with the benefits and limitations of machines so that we can succeed.

What about the social/collaborative side of the job though? We all know that’s a huge part of the job, but so few people seem to be talking about it.

That’s why Millani Jayasingkam is such a great person to talk to. She’s a senior conversation designer who knows the power of a good community. She hosts the Voice This! Podcast and runs events focused on conversational AI. 

Why does being part of a community matter to your work? What has Millani done to build communities? How did it help? 

Listen up to find out

00:00 Intro

11:43 What's Millani's favourite bot?

13:29 What conversational AI jargon do you struggle with?

19:00 Which synthetic experience would you most like to have?

21:39 With interviews we need to break the ice

23:39 Finding the right time to ask a question

26:01 People know the result, not what you'd imagined

27:12 On Voice Tech Global (formerly Voice Tech Toronto)

30:15 We're part of communities that evolve

33:52 We need communities to learn from

37:35 Tech and design isn't enough, we need communication

42:56 We all contribute to the community

46:04 The tables are turned - Millani asks Ben

49:12 The Conversation Designer's Links board on Notion

52:33 People respond well to genuine curiosity

54:20 How does Ben keep up to date?

56:10 How does Millani keep up to date?

57:10 Conversation designers need to keep talking

59:42 An observer to a recorded conversation also participates

01:01:02 Outro

Hosted on Acast. See acast.com/privacy for more information.

Are we coming to the end of the hype cycle with Large Language Models? Are we finally finding where they fit best in enterprise automation? Are are we still rolling through the hype? Matt Taylor, Co-Founder and CPO, Knowbl, joins us to shine a light

Presented by Tidio

Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.

Save 20% on your subscription with the promo code VUX.

Find out more about Tidio (use the link https://www.tidio.com/partners/vux/)

Hosted on Acast. See acast.com/privacy for more information.

Braden Ream is back on VUX World for the third time after some pretty big changes at Voiceflow. Raising another round of funding and repositioning the platform in light of significant adoption in the wake of the large language model attention, has Voiceflow making moves to become the leading conversational AI platform.

I chat to Braden about the new direction of the company, the recent additions to the product and how designers and developers are using Voiceflow to design and build LLM-powered applications.

Presented by Tidio

Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.

Save 20% on your subscription with the promo code VUX.

Find out more about Tidio (use the link https://www.tidio.com/partners/vux/)

Hosted on Acast. See acast.com/privacy for more information.

Braden Ream is back on VUX World for the third time after some pretty big changes at Voiceflow. Raising another round of funding and repositioning the platform in light of significant adoption in the wake of the large language model attention, has Voiceflow making moves to become the leading conversational AI platform.

I chat to Braden about the new direction of the company, the recent additions to the product and how designers and developers are using Voiceflow to design and build LLM-powered applications.

Presented by Tidio

Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.

Save 20% on your subscription with the promo code VUX.

Find out more about Tidio (use the link https://www.tidio.com/partners/vux/)

Hosted on Acast. See acast.com/privacy for more information.

Mikhail Burstev is a seasoned AI practitioner and scientist. Founder of one of the most popular chatbot frameworks, Deep Pavlov, Mikhail has been knee deep into the AI space for many years. He joins me to share his thoughts on AI orchestration and Large Language Models.

Presented by Tidio

Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.

Save 20% on your subscription with the promo code VUX.

Find out more about Tidio (use the link https://www.tidio.com/partners/vux/)

Hosted on Acast. See acast.com/privacy for more information.

Greg Bennett’s the final Conversations2 interviewee focused on large language models!

When I heard that Salesforce have adopted LLMs at scale (and also heard that they had started to design and build this prior to ChatGPT’s release) I wanted to know more!

I’ve known Greg for years and have always found him to be warm, knowledgeable and an expert at making complex subjects understandable. He didn’t disappoint here - we spoke about thinking in systems and how that relates to conversational AI, how LLMs affect conversation design (and how conversation designers are key to the best usage of LLMs), how his team of designers work with the wider team, and Salesforce’s recent push into Generative Conversational AI.

So listen up to Greg’s thoughts on the best ways to use LLMs in conversational AI! Salesforce have gone all-in on generative conversational AI and Greg’s team have made that possible.

00:00Start

00:29Greg's introduction

03:55What's your favourite bot?

05:11What's the most useful thing you use at work?

06:21Which conversation designer should we all know about?

08:15Conversations are systematic, and design should be too

10:17What does 'generative conversational AI' mean to you?

11:38How have you been incoporating generative conversational AI into your work at Salesforce?

16:05We need expertise when writing prompts for LLMs

17:45How does your team collaborate with the wider Salesforce team?

20:50What benefits did you envision and how close are you now?

24:23How has this affected the day to day work of conversation designers?

27:46Now we need to be able to educate people about how to do conversational AI well

29:52We're thinking conceptually about language

32:43Is this a new phase of conversation design?

36:32How do you minimise the risks?

39:49Do you continue to iterate together with engineering?

41:37The model has a risk of learning from bad behaviour

42:46How do you stay up to date with generative AI?

44:05Researching attempts to break LLMs on social media gives great REAL data

45:49When will you next speak live?

46:46Outro

Hosted on Acast. See acast.com/privacy for more information.

Paul Sweeney is the Chief Strategy Officer at Webio, an award winning conversational AI platform. Paul is a renowned figure in the automation and conversational AI space and joins us to share his thoughts on the future of large language models, the impact they could have for enterprises and what Webio is harnessing LLMs for today.

Presented by Tidio

Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.

Save 20% on your subscription with the promo code VUX.

Find out more about Tidio (use the link https://www.tidio.com/partners/vux/)

Hosted on Acast. See acast.com/privacy for more information.

Peter has written and shared a lot about Large Language Models in recent posts and blogs. We wanted to get his perspective on various things, especially now that Voiceflow have incorporated LLMs into their tool. 

How can conversation designers use LLMs now? How does Peter use the LLM as a sounding board to help him craft prompts? Where might we be using them next? How can we document dynamic conversational designs (when LLMs can allow conversations to go off-rails)?

Ben asked him these questions and more…

0:00:00Start

0:02:44About Peter

0:05:44What's your favourite bot?

0:06:57What Aussie lingo should bots know?

0:09:36Pick 3 words to describe your career so far?

0:12:03Do you draw on your former jobs for inspiration?

0:14:06What's it like being the first Conversation Design Advocate at VoiceFlow?

0:18:12What's the best way to incorporate VoiceFlow into a workflow?

0:21:24Are you seeing more interest in conversation design now?

0:23:18Where do you see LLMs being used now?

0:28:52Could conversation designers become an organisation's knowledge experts?

0:31:15We're all making our first steps with LLMs

0:33:43It's easy to fall under the spell of an LLM and think it knows everything

0:35:36Has conversation design changed forever now?

0:37:08Are we over-excited or being too timid?

0:40:08Now we can design conversations that are far more dynamic

0:41:54Are there best practices for documenting designs with LLMs?

0:44:10How does Peter use an LLM to help write the prompt?

0:46:42Have you found ways to avoid 'hallucinations'?

0:49:56How would a conversational system work without an NLU?

0:53:32Are we about to see a new use case for LLMs?

0:57:55How will this affect the work of conversation designers in the next 15 years?

1:03:12Why's there not been more shocking news about misuse of LLMs?

1:05:39We need to constantly monitor where this tech is going

1:06:52Outro

Hosted on Acast. See acast.com/privacy for more information.

Ahmed Bouzid is an author, CEO and Founder of Witlingo, a SaaS voice AI company that helps brands give a voice to their customers.

Ahmed joins me to share the opportunities and challenges with implementing large language models in voice AI systems such as call centres and voice assistants.

Presented by Tidio

Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.

Save 20% on your subscription with the promo code VUX.

Find out more about Tidio (use the link https://www.tidio.com/partners/vux/)

Check out https://witlingo.com/

Ahmeds book - Elements of voice first style https://www.amazon.co.uk/Elements-Voice-First-Style-Practical/dp/1098119592

Hosted on Acast. See acast.com/privacy for more information.