VUX World

Is it down to Amazon to help you get your Alexa Skill discovered? Is it up to Google to send Google Assistant traffic your way? Or is it up to you, the developer or brand, to promote your wares and drive traffic yourself?

Discoverability is widely touted as one of the key challenges in the rise of voice adoption and usage. But what if it's actually something else?

What if, the key to unlocking the VUI is psychological? What if it's about changing our habitual usage of our phone? And, if so, is that the job of the big tech companies? Or are we all partly responsible?

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Is it down to Amazon to help you get your Alexa Skill discovered? Is it up to Google to send Google Assistant traffic your way? Or is it up to you, the developer or brand, to promote your wares and drive traffic yourself?

Discoverability is widely touted as one of the key challenges in the rise of voice adoption and usage. But what if it's actually something else?

What if, the key to unlocking the VUI is psychological? What if it's about changing our habitual usage of our phone? And, if so, is that the job of the big tech companies? Or are we all partly responsible?

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

Mindsay CEO, Guillaume Laporte joins us to share how you can use conversational AI to improve and scale your customer care and support.

All About Voice is Europe's biggest and best voice event, and the team at 169 Labs are offering two free tickets to VUX World listeners!

To be in with a chance of winning one of two free tickets to the event in Munich on October 11th, all you need to do is:

Send a tweet using #AAV19 and tell us your favourite voice experience of 2019 so far.

Winners will be announced on next week's show!

We dig deep into how conversational AI is helping some of Europe's biggest airlines scale their customer care operations, and give you some food for thought as to how you could do the same for your industry or clients.

Guillaume also shares with us some of the best surfaces to implement conversational AI, as well as some of the most successful use cases to focus on and where you should start when thinking of introducing conversational AI for the first time.

We discuss the differences between customer care and customer support and the future of the two in a voice-first world.

Mindsay website

Mindsay on LinkedIN

Mindsay on Twitter

Email Guillaume

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

Mindsay CEO, Guillaume Laporte joins us to share how you can use conversational AI to improve and scale your customer care and support.

All About Voice is Europe's biggest and best voice event, and the team at 169 Labs are offering two free tickets to VUX World listeners!

To be in with a chance of winning one of two free tickets to the event in Munich on October 11th, all you need to do is:

Send a tweet using #AAV19 and tell us your favourite voice experience of 2019 so far.

Winners will be announced on next week's show!

We dig deep into how conversational AI is helping some of Europe's biggest airlines scale their customer care operations, and give you some food for thought as to how you could do the same for your industry or clients.

Guillaume also shares with us some of the best surfaces to implement conversational AI, as well as some of the most successful use cases to focus on and where you should start when thinking of introducing conversational AI for the first time.

We discuss the differences between customer care and customer support and the future of the two in a voice-first world.

Mindsay website

Mindsay on LinkedIN

Mindsay on Twitter

Email Guillaume

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

Mike Page, CEO and Co-founder Phebi, joins us to discuss voicifying the web and collapsing the path to purchase.

If you're using things like Lucid Charts and Microsoft Visio to design your conversational experiences in, you should check out BotMock. Those tools are business process mapping tools, are limited and will disrupt your rapid prototyping capability. BotMock is a purpose-built conversational design tool that'll have you rapidly prototyping and testing in no time.

Check it out for free

It would be easy to read the headlines and think that voice is all about smart speakers. It'd be easy to think that it's all about 'big tech', and the big two in particular: Amazon and Google.

However, voice is an interface and, as we've spoken about many times on the podcast, we'll see voice increasingly appear on every surface.

Helping to bring voice into other mediums is Mike Page and his company, Phebi. It allows eCommerce websites to add vCommerce capabilities and is pushing forward the charge to bring voice interfaces to the web.

In this episode, we discuss how you can add voice capability to your website, user adoption, client and business awareness, the voicified web and much, much more.

Visit getphebi.com

Connect with Mike on LinkedIn

Follow Phebi on LinkedIn

Email Mike

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

Dustin and Kane speak with Charles Dawes and Patrick Byrden of TiVo about how they're helping users discover content through the power of voice, and the future of TV.

If you're using things like Lucid Charts and Microsoft Visio to design your conversational experiences in, you should check out BotMock. Those tools are business process mapping tools, are limited and will disrupt your rapid prototyping capability. BotMockis a purpose-built conversational design tool that'll have you rapidly prototyping and testing in no time.

Check it out for free

When sitting down to watch TV, 60-80% of the time, people know what they want to watch. The problem is finding that thing. Knowing where to look, what channel to check, which on demand platform to search.

Finding content on TV is hard.

And what about the 20-40% of people who have no clue what to watch? How do they find something relevant? We've all been down that rabbit hole of skipping through film after film, trailer after trailer on Sky or Netflix, only to get tired and give up in the end.

These are the problems TiVo are seeking to solve with its voice technology solution.

For those of you in the US, TiVo will be a household name. A verb. And, for those in Europe and beyond, chances are, you've heard of TiVo. What you might not know, is that TiVo power the voice capability for Samsung TVs, Sky Q, Virgin and more. So even if you haven't interacted with the customer facing set top boxes, you may well have used its voice solution.

In this episode, we speak to Charles Dawes, Sr Director, International Marketing, and Patrick Bryden, Sr Director, Customer Solutions about how TiVo are fixing the broken content discovery model through the use of voice.

We discuss the TV landscape and the problems they seek to solve, usage of the solution and how they measure success, the technology used and architecture, personalisation and recommendations, maintenance and constant improvements, and whether the remote control is a thing of the past.

Follow TiVo for Business on Twitter

Visit the TiVo for Business website

Connect with Charles on LinkedIn

Connect with Patrick on LinkedIn

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

Dustin and Kane speak with Charles Dawes and Patrick Byrden of TiVo about how they're helping users discover content through the power of voice, and the future of TV.

If you're using things like Lucid Charts and Microsoft Visio to design your conversational experiences in, you should check out BotMock. Those tools are business process mapping tools, are limited and will disrupt your rapid prototyping capability. BotMockis a purpose-built conversational design tool that'll have you rapidly prototyping and testing in no time.

Check it out for free

When sitting down to watch TV, 60-80% of the time, people know what they want to watch. The problem is finding that thing. Knowing where to look, what channel to check, which on demand platform to search.

Finding content on TV is hard.

And what about the 20-40% of people who have no clue what to watch? How do they find something relevant? We've all been down that rabbit hole of skipping through film after film, trailer after trailer on Sky or Netflix, only to get tired and give up in the end.

These are the problems TiVo are seeking to solve with its voice technology solution.

For those of you in the US, TiVo will be a household name. A verb. And, for those in Europe and beyond, chances are, you've heard of TiVo. What you might not know, is that TiVo power the voice capability for Samsung TVs, Sky Q, Virgin and more. So even if you haven't interacted with the customer facing set top boxes, you may well have used its voice solution.

In this episode, we speak to Charles Dawes, Sr Director, International Marketing, and Patrick Bryden, Sr Director, Customer Solutions about how TiVo are fixing the broken content discovery model through the use of voice.

We discuss the TV landscape and the problems they seek to solve, usage of the solution and how they measure success, the technology used and architecture, personalisation and recommendations, maintenance and constant improvements, and whether the remote control is a thing of the past.

Follow TiVo for Business on Twitter

Visit the TiVo for Business website

Connect with Charles on LinkedIn

Connect with Patrick on LinkedIn

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

This week, Dustin and Kane chat with Nico Acosta, Director of Product and Engineering at Twilio, about how companies are approaching multi-channel conversational strategies.

If you're using things like Lucid Charts and Microsoft Visio to design your conversational experiences in, you should check out BotMock. Those tools are business process mapping tools, are limited and will disrupt your rapid prototyping capability. BotMock is a purpose-built conversational design tool that'll have you rapidly prototyping and testing in no time.

Check it out for free

We chat to Nico Acosta about how he's observing companies approach their conversational strategy using Twilio's Autopilot platform. This builds on the episode with Elaine Lee where we spoke about Autopilot from a design perspective. This time, we're zooming out and looking at how Autopilot can fuel your whole conversational strategy across all channels.

Nico has a fresh perspective on technology architecture, building on conversations we've had with Matt Hartman and Charlie Cadbury and providing detail on how to actually build once and deploy across all conversational channels, including voice assistants, chat bots and phone lines.

We discuss some of the parallels and similarities between IVR design and development compared to voice assistant creation, and how the IVR, voice assistant and chatbot industries are converging.

Nico also shares some insights into the kind of use cases that are working well, including a chat bot that automatically generates a website for a small business based on a short conversation. Nico also shares his dream application of Twilio Autopilot, which is all about obliterating being put 'on hold' when calling a company.

Follow Nico on Twitter

Check out Autopilot

The Conversational Academy is a fantastic online course that'll teach you the ins and outs of conversation design. Prepare yourself for the UX role of the future and enrol on the course today. VUX World listeners will save $100 when you enrol at conversationalacademy.com.

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In this episode, we discuss the Siri announcements from WWDC19, the Alexa announcements from reMARS and the Future of Voice Commerce report.

WWDC Announcements

Alexa Conversations

Alexa Cross-Skill Scenarios

The Future of Voice Commerce report

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

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