VUX World

Anyone who has worked with semi-complex conversational AI from a design or development perspective has hit the limitations of the technology. 'If this then that' statements that determine logic, handling 'no match' intents and providing training data and synonyms for intents and slots. All of this gets incredibly complex and difficult to manage when you get into anything beyond a simple use case.

One company that's pushing the boundaries of conversational AI is Wluper. Today we're joined by co-founder and CTO, Nikolai Rozanov to discuss Wluper's approach to an intentless NLU, advanced memory and dialogue management. This is the next generation of conversational AI.

Links

Connect with Nikolai Rozanov

Check out Wluper

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Genesys is one of the largest cloud CX providers on the planet and is leading the way in the future of customer experience with is cloud contact centre and automation platforms.

VP, Product Marketing for AI at Genesys, Elcenora Martinez joins us to share her experience and insights on the current best practice for implementing conversational AI in enterprise. We discuss the approach Genesys has taken to its voice and conversational AI product offering, the Bold 360 acquisition, trends and observations on challenges faced by companies looking to implement conversational AI and how to overcome them, as well as the importance of design thinking on AI projects and programmes.

Download the Connected Custom Experience study

Connect with Elcenora Martinez on LinkedIn

Try Genesys Dialogue Engine

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It's hard enough designing conversational AI agents that understand single line utterances and are able to string together a conversation with a person. Try monitoring both a caller and an agent having a two way conversation and understanding it to the extend that you're able to offer real time, in the moment, accurate guidance to the call handler.

This is exactly what Balto does. We chat to CEO, Marc Bernstein, about where the idea for Balto came from, how he went about creating the company, the business and technical challenges he and the team had to overcome and we get into details on how the Balto solution is helping contact centre agents be more productive.

Balto.ai

Connect with Marc Bernstein on LinkedIn

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Voice assistants and voice user interfaces are becoming ubiquitous across all device types. Voice is quickly becoming the modality of choice for finding information and getting things done. But with every new device type, comes a different type of customer experience, based on different mental models, different expectations, different context and different goals.

One of the most promising device types for voice user interfaces is the TV. With a wealth of content options from a range of providers, there’s always something on. The problem is finding it.

We’ve all tried searching manually with a remote control. That’s not something one enters into lightly. It’s clunky, takes forever and the search capabilities are extremely basic, typically. Then, how do users even know that they can use their voice in the first place? And how do they discover what it can do and the features it has?

These are just some of problems that the Voice AI team at Comcast is solving, and the way that they’re solving it has lessons for all voice and conversational AI practitioners and leaders looking to set up a conversational AI Centre of Excellence.

Learn how to approach designing a voice experience for different modalities, what you should consider, how to define use cases, how to approach user research and problem identification, how to prototype and test methodologies, as well as how to measure success.

Join Chuong Nguyen, Product Designer, and Carolyn Reed, Lead Voice Researcher, Comcast, on VUX World to find out.

Chuong Nguyen on LinkedIn

Carolyn Reed on LinkedIn

Cheryl Platz; Design beyond devices

Jake Knapp; Sprint

Voicebot.ai

Women In Voice

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What do instructional design and conversation design have in common? What skills and perspectives do linguists bring to conversation design? What are the top challenges new conversation designers face? And how can we design successful conversational interactions between computers and humans? Maaike Groenewege joins us to share all, and more!

Convocat

Follow Maaike on Instagram

Connect with Maaike on LinkedIn

Voice Lunch Language and Linguistics

Women in Voice NL

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Have you misunderstood the aims of your digital transformation programme?

So much time, money and effort is spent on rebuilding websites, launching apps, managing social media, all to try and prevent customers from calling your contact centre and costing you money.

All of this to prevent 'avoidable contact'.

Yet, they still call.

The question should be 'why don't you want to talk to your customers?' There isn't a better way to foster deeper relationships that to have a conversation.

We chat to Speakeasy AI CEO, Frank Schneider, about just that. We find out more about how you can benefit from talking to your customers, and how you can do it without messing about with websites and apps. How you can do it with voice AI.

We also chat in detail about Speakeasy AI's patent for Speech-to-Intent technology and how this excels the customer experience of voice AI and conversational automation.

This is Frank Schneider's hat trick on VUX World. Our only guest so far to return three times on the show. For the regular listeners of the show, you'll be familiar with Frank's charisma and knowledge already. And for those new to VUX World, you can check out our previous insight-packed conversations with Frank here:

All about Speakeasy AI with the Fresh Prince of AI, Frank Schneider

Automating call centres with voice AI, with Frank Schneider

speakeasyai.com

[email protected]

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You might think of Google assistant as the thing that you use to search the web on your phone or the speaker you use to play music at home. But with every new partnership, Google adds another string to its assistant’s bow that sees a slightly different Google Assistant appear on different surfaces. All the while, the Google Assistant umbrella expands and it edges closer to becoming the default assistant in your life and the default access point to the internet.

Read the full article

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Davide Petramala, Director of Customer and Partner Onboarding, Avaya, joins us to share his take on improving your customer experience using conversational AI, and how you can do that using Avaya technology and approaches.

We'll dive into the importance of customer experience and how the bar is constantly being raised, as well as what you can do to keep meeting rising customer expectations. We'll discuss the value of conversational AI for enterprises and how you can get started and scale, whether to go big or go home vs starting small and iterating; waterfall vs agile approaches.

We'll chat about Avaya's approach to conversational AI, cloud technology and its 'composable framework' capabilities. We'll talk conversational automation approaches, partnerships and multimodality and it's right here on VUX World Live.

Links

Avaya.com

Free 2 hour workshop

Connect with Davide Petramala

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When you build voice assistants for Amazon Alexa and Google Assistant, most of the control over what the AI is doing and how its performing is lost. You can't access audio files, so you can't really understand what users actually said. You can't see anything about how the NLU classified an utterance, either. With Alexa, you don't even get the transcript of what the user said. All of this lack of visibility results in a lack of control over your voice assistant's performance. That means you can't improve your user experience in line with your actual user behaviour and results in sub-par experiences.

To show you how you can regain control of your voice assistant performance and create delightful, ever-improving customer experiences, we're joined by the team at Zammo.ai, Guy Tonye and Stacey Kyler. Guy and Stacey walk us through some of the strategic changes that have occurred when it comes to deploying voice assistants in the enterprise. Changes brought about by, you guessed it, COVID-19.

They speak to why early deployment and quick learning is better than big up-front, waterfall-style deployments, and share their approaches to understanding your assistants performance, and methods of improvement.

We dive into why having control over you ASR and NLU is so important, what levers of control are available, how to understand the data you're receiving from your NLU and how you can use things like call audio, transcripts and confidence scores to refine and improve your assistant over time.

The goal of Zammo.ai is to allow everyone to get things done faster through voice assistants and have more free time doing what they love. To make this reality, they built one of the world's leading cross-platform voice app solutions to move the world from screens to voice interactions. It's solution enables organizations to create Voice Apps in minutes, not months.

Links

Zammo.ai

Stacey Kyler on Linkedin

Guy Tonye on Linkedin

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You know when you just know that you have a slide somewhere with the exact information you need on it, but you can't remember which deck it's in? When did you create it? Where did you store it? I myself have spent countless hours over the years searching for specific bits of information in slide decks, reports, word documents and more. Time wasted. Time that Lucy AI promises to give you back.

Lucy AI in an enterprise conversational search tool that can take natural language queries and search the unsearchable; through slide decks, PDFs, word documents, reports, files, folders and systems to return you the answer you're looking for. And it doesn't just return the document you're looking for, it extracts the specific piece of information from the document and serves that. No more hunting for information.

It also can search through licensed data, such as your WSJ subscription, as well as structured data from places like Power BI, Tablau and other systems, as well as through audio and video files.

We chat to Lucy CEO, Dan Mallin, about how enterprises like PepsiCo are using conversational search to democratise enterprise information and make people more productive.

Links

Try Lucy.ai

Connect with Dan Mallin

Watch Pepsi's webinar showing Lucy AI in action

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