VUX World

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.

Timestamps

00:00 Intro

04:30 About Justin Randall and Comwave

10:30 Replacing the IVR

12:23 What can 'Penny' do?

13:39 How do you determine success for your conversational AI

19:30 Understanding where you should start

21:50 Who manages the updates and maintenance?

23:20 Glen Ritchie: What KPIs do you use for your conversational AI?

26:15 How much time is spent defining requirements?

27:44 Heidi Cohen: What books and resources would you recommend?

29:29 John Novak: Do you use a tree structure like in IVR?

32:23 Deymi Campos: How fast can you deploy a change in your conversational AI?

35:50 What does your automated testing set up look like?

40:24 Andrew Francis: Are you using the DialogFlow Telephone Gateway?

43:45 Deymi Campos: Sometimes different TFNs need different config, do you have this feature?

45:15 Georgios Tserdanelis: Did you design a persona for Penny or use a custom voice?

48:37 jusfc: Is Penny available as a chatbot as well?

51:10 Advice for people starting out in their conversational AI journey

56:00 Closing thoughts from Justin

Links/books

Connect with Justin Randall

Cognitive Virtual Assistants Using Google Dialogflow

Voice Applications for Alexa and Google Assistant (Manning)

Designing Voice User Interfaces (O'Reilly)

Designing Bots (O'Reilly)

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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 the future of customer service, the future of customer experience and the future of work for CS agents and managers.

Links

Vonage AI

Connect with Noam Fine on LinkedIn

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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 the future of customer service, the future of customer experience and the future of work for CS agents and managers.

Links

Vonage AI

Connect with Noam Fine on LinkedIn

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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 is disrupting all kinds of industries and 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 could be the underlying capability that enables organisations to both increase self-service and improve customer experience, while creating operational efficiencies and empowering staff.

Dan Miller, Lead Analyst and Founder of Opus Research, has more than his fair share of experience both with contact centre technology and speech technology on the whole. For over 30 years, Dan's been working with and covering voice AI and conversational technologies with a focus on organisational transformation.

Links

opusresearch.net

Follow Dan on Twitter

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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 design and VUX into their existing skillsets.

We also chat about the differences and similarities between traditional UX design and VUX design, as well as the value of voice, and the potential for voice AI to revolutionise the contact centre.

SPONSORED BY THE CONVERSATION DESIGN INSTITUTE

Companies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!

Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow has proven itself around the world. Our certificates ensure you create winning conversational experiences.

As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Save 25% with code CDI972VUX25OFF

FIND OUT MORE

Links

stuartsilverstein.com

 

Stuart Silverstein on Medium

 

Stuart on LinkedIn

 

Stuart on Facebook

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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 design and VUX into their existing skillsets.

We also chat about the differences and similarities between traditional UX design and VUX design, as well as the value of voice, and the potential for voice AI to revolutionise the contact centre.

SPONSORED BY THE CONVERSATION DESIGN INSTITUTE

Companies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!

Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow has proven itself around the world. Our certificates ensure you create winning conversational experiences.

As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Save 25% with code CDI972VUX25OFF

FIND OUT MORE

Links

stuartsilverstein.com

 

Stuart Silverstein on Medium

 

Stuart on LinkedIn

 

Stuart on Facebook

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Voice commerce: the state of play

We've been speaking about the potential of voice first devices to change shopping behaviour and drive sales and engagement for a while. I wrote about it in the Harvard Business Review over a year ago. Yet, we're not seeing a huge amount of use cases executed. So are people actually using their voice assistants to shop? And, if so, what can brands do about it?

Vixen Labs commissioned a unique, UK-centric consumer research report to understand the current state of play when it comes to voice shopping. What assistants are people using? What are the using them for? How are their shopping habits changing and what role is voice playing? And, crucially, what does it mean for brands and those with something to sell? Co-founder and CEO, James Poulter, returns to the podcast to share all.

SPONSORED BY THE CONVERSATION DESIGN INSTITUTE

Companies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!

Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow has proven itself around the world. Our certificates ensure you create winning conversational experiences.

As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Save 25% with code CDI972VUX25OFF

FIND OUT MORE

Links

Download the Vixen Labs Voice Commerce Report

Connect with James on LinkedIn

Follow Vixen Labs on Twitter

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As much as Amazon and Google dominate the voice AI headlines, one size doesn't always fit all. There's a trend within the voice industry of brands creating their own voice assistants. The BBC have created Beeb, Mercedes have My Mercedes, Capital One; Eno and plenty of others are following.

And even those who aren't creating their own high-level digital assistant to serve as the AI front-end to the companies products and services, many are wanting narrow implementations of voice AI across apps, IVR, the web and other channels where Alexa and Google .

While you can use Amazon Lex and Google DialogFlow for these instances, some companies don't want their data to be held with those companies. Some want more control or even need more control over the language model.

This is where Voxta plays: enabling the capability for brands to implement their own assistants. Co-Founders Kavita Reddi and Sirish Reddi join us to share how they do it.

We chat about the approach to creating custom voice assistants, the value of Voxta, the differences between voice AI in India and Europe and plenty more.

SPONSORED BY THE CONVERSATION DESIGN INSTITUTE

Companies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!

Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow has proven itself around the world. Our certificates ensure you create winning conversational experiences.

As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Save 25% with code CDI972VUX25OFF

FIND OUT MORE

Links

Voxta.com

Voxta on Twitter

Connect with Kavita on LinkedIn

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Hannes Heikinheimo is the Co-Founder and CTO of Speechly, a voice AI company that specialises in adding voice capabilities to software products, and he joins us to discuss the benefits and steps you need to follow to do this.

Hannes has deep experience in voice technologies, working with the Helsinki University of Technology, Nokia, Rovio and Apple, launching the Finnish Siri.

We chat to Hannes about the Speechly technology, the drawbacks of traditional speech to text, the difficultly of language modelling the Finnish language, the advantage of voice-enalbed software, broader voice industry trends and how to add voice to your app.

Companies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!

Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow has proven itself around the world. Our certificates ensure you create winning conversational experiences.

As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Save 25% with code CDI972VUX25OFF

FIND OUT MORE

Links

Speechly

Connect with Hannes

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

Hannes Heikinheimo is the Co-Founder and CTO of Speechly, a voice AI company that specialises in adding voice capabilities to software products, and he joins us to discuss the benefits and steps you need to follow to do this.

Hannes has deep experience in voice technologies, working with the Helsinki University of Technology, Nokia, Rovio and Apple, launching the Finnish Siri.

We chat to Hannes about the Speechly technology, the drawbacks of traditional speech to text, the difficultly of language modelling the Finnish language, the advantage of voice-enalbed software, broader voice industry trends and how to add voice to your app.

Companies around the world are looking for conversation designers, a rare breed of people to help them advance communication between people and AI. That's where we help!

Conversation Design Institute leads in training and certification for Conversation Designers, Conversational Copywriters, and AI Trainers. Our human-centric workflow has proven itself around the world. Our certificates ensure you create winning conversational experiences.

As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Save 25% with code CDI972VUX25OFF

FIND OUT MORE

Links

Speechly

Connect with Hannes

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