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VUX World

The future of AI-powered customer experience.


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  • CSAT and NPS are dead. Good Riddance. With Richard Smullen

    01:09:01
    Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences. Tune in to find out why CSAT and NPS are dead, why happiness should be your true north KPI, the future of the contact centre and what we’ll do with all the jobless call centre workers **grits teeth**. Learn the 4 missing pieces of your AI strategy and why you’re struggling to fill them.Myself and Richard share so many similar perspectives on how to do AI right in the enterprise. This will be a bone shattering journey of cognitive dissonance if you’re not open to change. Be open. Dive in.1

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  • How we built AI assistant, Sandy, with loveholidays

    01:08:39
    The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy.Eugene Neale, Director of Business IT and CX Engineering, and Tom Smith, Telecommunications Operations Manager at loveholidays, the UK's fastest growing and largest online travel agent, share use cases, lessons learned and best practices from years spent designing and building Sandy with Google DialogFlow.Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation.Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/
  • The role of AI in music with SoundCloud's Hazel Savage

    59:14
    Hazel Savage is the VP Music Intelligence at SoundCloud and the founder of Musiio; a tech company using AI to make music easier to catalogue and find.Hazel joins us to discuss the role of AI in music, the opportunities, challenges and future.Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation.Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/
  • Unlocking AI use cases with speech recognition with Ricardo Herreros-Symons

    01:00:54
    Ricardo Herreros Symons is the VP Corporate Development and Strategy at AI speech to text company, Speechmatics.
  • New updates from OpenAI: a rundown of GPT-4o and it's impact on CX

    01:02:00
    OpenAI GPT4o: What's new and what's the impact on CX? Today I'm joined by Marc Bernstein, CEO, Balto, to discuss the new updates from OpenAI, GPT-4o, and what it means for the future of CX.
  • Chatbot and LLM Analytics with Eric Griffing

    57:52
    From the granular details of measuring intent and LLM-based chatbot effectiveness to the strategic implementation of AI across business units, Eric provides an in-depth analysis on the importance of data-driven decisions in the era of AI transformation.Join us as we discuss how businesses can leverage analytics to optimise customer interactions, the common pitfalls in current AI strategies, and the future of AI in customer service.In this episode00:00 Introduction and UNPARSED conference - Find out more at https://unparsedconf.com4:32 Welcom Eric Griffing7:25 Best practice for measuring LLM agents12:10 Differences tracking ML and LLM bots14:00 Goal completion19:00 What's missing22:00 How to set up tracking on chatbots24:50 Tracking LLM chatbots30:37 Air Canada's chatbot issues33:38 LLM guardrails37:00 Using data to inform your AI strategy41:00 Effort over satisfaction44:30 Tracking customer effort in chatbots48:40 Market demand for AI analytics55:40 Wrap upSubscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation.Learn more from Dashbot:https://www.dashbot.io/blog/360-bot-frameworkhttps://www.dashbot.io/blog/inside-the-black-box-analyzing-your-llm-bothttps://www.dashbot.io/blog/navigating-the-shift-from-intent-based-to-language-model-chatbotsUnparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here
  • AI that filters voices and soften accents, with Ofer Ronen

    52:00
    Ofer Ronen is an ex-Googler with some immense experience in deploying AI systems for large enterprises including the infamous example of Agent Assist at Verizon. Ofer’s third startup is tomato.ai, a company that has AI technology that’ll strip away your accent! Or soften it, rather.Ofer joins us to share his lessons learned from years of deploying AI in the enterprise, as well as the use cases, value and technicalities of this new breed of AI technology: voice filtering and accent softening.Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/