VUX World

Emily Uematsu Banzhaf talks to Ben McCulloch about conversation design. Emily is a Content Designer at WillowTree, a conversation/VUI designer, she leads the ethical use taskforce at Open Voice Network, and she's also a professional violinist!

We talked about personas, ethics and the sound of conversations.

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If you're in banking and you haven't been seriously considering your conversational AI strategy, then where have you been?

Yes, it's early, but the banking industry is one of the stand-out industries where conversational AI can add immeasurable benefit to your business operations and customer experience.

One person who's been through the end-to-end journey of formulating the strategy, building the team and deploying the solution is Bill Hawks.

Bill is Digital Customer Experience Manager - Conversational AI & Virtual Client Service at Citizens Bank, where he's leading the CX digital strategy. Prior to that, Bill was Sr. Digital Product Manager at Truist Bank, where he led the conversational AI strategy, team and solutions.

Bill joins us to share his lessons in how you can create an effective digital assistant for banking, as well as learnings that'll apply to any business leader considering their transformation strategy and how CAI can play a role.

Join our next webinar, conversational commerce: how AI-powered digital workers can boost sales: Find out more: https://vux.world/conversational-commerce-how-ai-powered-digital-workers-can-boost-sales/

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If you're in banking and you haven't been seriously considering your conversational AI strategy, then where have you been?

Yes, it's early, but the banking industry is one of the stand-out industries where conversational AI can add immeasurable benefit to your business operations and customer experience.

One person who's been through the end-to-end journey of formulating the strategy, building the team and deploying the solution is Bill Hawks.

Bill is Digital Customer Experience Manager - Conversational AI & Virtual Client Service at Citizens Bank, where he's leading the CX digital strategy. Prior to that, Bill was Sr. Digital Product Manager at Truist Bank, where he led the conversational AI strategy, team and solutions.

Bill joins us to share his lessons in how you can create an effective digital assistant for banking, as well as learnings that'll apply to any business leader considering their transformation strategy and how CAI can play a role.

Join our next webinar, conversational commerce: how AI-powered digital workers can boost sales: Find out more: https://vux.world/conversational-commerce-how-ai-powered-digital-workers-can-boost-sales/

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

Learn how Canada’s largest bank is approaching conversational automation, as we step through the journey into creating the Scotiabank digital assistant, with Fabio Sarti, Sr. AI/ML Product Manager.

Fabio joins us to share everything from use cases and channels to technical implementation to privacy and early results achieved since launching its assistant in May.

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Collin Carnahan is a Senior UX Conversation Designer at Workday. Collin joins us to share how he and his team implemented conversation design systems and processes into a largely development and technically driven organisation.

One of the crucial elements of getting the customer experience right with conversational applications is that they're designed right. That's not to say that technical developers don't have a role to play, or that conversation design needs to trump development in all cases. It's to say that conversation design needs a seat at the big table.

In this conversation, we'll discuss some of the symptoms of developer-led conversational AI initiatives, the impact that too much technical and not enough design focus has on customer experience, and the benefits of being design-led.

We'll also discuss implementing a design system for conversational AI, scaling conversational applications and more insights on the benefits conversational AI is delivering at Workday.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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Die hard VUX World fans will remember the episode with Vonage’s Noam Fine, discussing the then recent acquisition of Open AI by Vonage and the plans to build an AI Studio. One year, and another acquisition later (Vonage itself was recently acquired by Ericsson), and those plans have come to fruition with the recent general release of the Vonage AI Studio.

In this episode, I’m joined by two of the leading brains on the Vonage APIs side of the business: Amitha Pulijala, Vice President of Product, and Lawrence Byrd, Communications APIs. Amitha and Lawrence share their observations on market adoption of conversational AI technologies: which markets are growing, on which channels and what use cases? We’ll also chat about business expectations of AI, core adoption challenges and the trend of multimodal design.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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As fantastic as text-based NLP systems are, you can't beat voice. There's so much data in the spoken word that businesses can use to improve their customer experience and add business value. Today, Senseforth co-founder and CEO, Shridhar Marri, joins us to shine some light on the top use cases and future of voice intelligence.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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Harshali Desai, Sr Product Marketing Manager, and Mitch Mason, Product Manager, both work on the conversational AI side of Genesys, the industry-leading CCaaS provider. Harshali and Mitch both join us to share the Genesys approach to conversation design, knowledge management, agent assist and process automation.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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

Harshali Desai, Sr Product Marketing Manager, and Mitch Mason, Product Manager, both work on the conversational AI side of Genesys, the industry-leading CCaaS provider. Harshali and Mitch both join us to share the Genesys approach to conversation design, knowledge management, agent assist and process automation.

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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

Conversational AI works perfectly when it's applied to conversations that are routine. Conversations that happen all the time with regularity are prime opportunities to automate because they're typically conversations that have defined outcomes. Outcomes that can get boring for a human to pursue.

The drive through ordering experience is one of those scenarios. Vehicle after vehicle, having variations of the same conversation, day in, day out. Many have tried to experiment with conversational AI for this use case, most notably, McDonalds.

However, just because users are having a similar conversation each time, that doesn't make this use case simple. McDonald's, for example, has hundreds of different menu items, different prices based on different locations and promotions changing constantly. Then you have to handle all kinds of ambient noise, different accents and even languages.

The drive through ordering experience is therefore pretty complex for an AI to handle. But, handle it, it does.

We're joined by HUEX Co-Founder, Anik Seth, to discuss how HUEX approaches the problem of creating a voice assistant for drive through restaurants. We'll look at common challenges faced, how the technology works in practice and the value it's bringing some of its early clients.

Find out more at - https://www.huex.ai/

Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20

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