Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conve...
Salzburg AG revolutionises customer service with generative AI, Sarah Haider
In this podcast with Sarah Haider, Digital Manager for Conversational AI at Salzburg AG, we explore the journey of revolutionising customer interactions with AI. From the early days of NLU-based chatbots to embracing generative AI and retrieval-augmented generation technology, Sarah outlines the challenges and breakthroughs in enhancing Salzburg AG’s digital assistant capabilities.Chapters:00:00: Introduction to Sarah Haider and Salzburg AG05:23: Why is AI appealing for the energy industry?08:32: The history of AI at Salzburg AG12:00: Measuring success pre-generative AI16:25: Goals of exploring generative AI19:50: Starting with Retrieval Augmented Generation (RAG)24:10: Full RAG implementation process39:45: Lessons in prompt design44:45: Quality assurance tactics48:25: Impact of generative AI 51:20: Other use cases for generative AIThe conversation highlights the strategic shift to generative AI, tackling complex use cases like public transport queries while maintaining customer satisfaction and reliability. Sarah dives into the importance of data preparation, prompt design, testing, and quality assurance, shedding light on what it takes to make AI solutions scalable and effective in real-world scenarios.This episode is perfect for anyone looking to modernise their chatbot or explore the potential of AI in customer experience. From reducing call centre volume to delivering human-like interactions, Sarah's approach demonstrates how innovation can elevate both business impact and customer satisfaction.Subscribe to VUX World: https://vux/world/subscribe Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.
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You won't believe how Rasa is revolutionising Conversational AI
From the rise of ChatGPT to the death of intent classification, Alan shares insights into how modern AI systems, like Rasa's CALM approach, are reshaping enterprise workflows and user experiences.Alan shares how Rasa's innovative platform integrates large language models with structured business logic, and is able to deliver robust, reliable, and natural conversations. Alan highlights the balance between deterministic workflows and flexible AI, debunking myths about agentic AI and discussing the critical role of context and understanding.This episode is packed with actionable insights and a visionary outlook on where the industry is headed!Visit Alan's LinkedIn - https://www.linkedin.com/in/anichol/Find out more about Rasa - https://rasa.com/Subscribe to VUX World: https://vux/world/subscribe Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf Hosted on Acast. See acast.com/privacy for more information.
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The generative AI platform that's revolutionising business growth, with Noam Fine
This episode features Noam Fine, co-founder and CEO of Hear.ai. Noam is a serial entrepreneur with multiple exits, having most recently founded Over.ai, which was acquired by Vonage in 2019.In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but for turning these conversations into insights. Insights that can lead to tremendous improvements in customer experience, and business growth.We explore how generative AI can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organisations approach customer service and support.At the heart of the conversation is the concept of the "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth.We discuss the details behind the hear.ai platform and how it leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analysing customer interactions.This episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact.Visit Noam's LinkedIn - https://www.linkedin.com/in/noamfine/Read our 15 AI Trends in Customer Experience 2025 - https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025Be sure to check out hear.ai - https://www.linkedin.com/company/hear-ai/posts/?feedView=allSign up to the VUX World Newsletter - https://vuxworld.typeform.com/to/Qlo5aaeW?typeform-source=www.linkedin.comSign up to our Substack - https://kanesimms.substack.com?utm_source=navbar&utm_medium=web Hosted on Acast. See acast.com/privacy for more information.
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Navigating CX: Lean, AI, and Customer-Centric Transformation
Join us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy. From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees. Whether you’re a CX enthusiast or an automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement. Hosted on Acast. See acast.com/privacy for more information.
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Agentic AI and LLMs, what to expect in 2025
Mike Myer is the CEO and Co-Founder of Quiq, the generative AI conversational automation platform that's been making noise in recent months, with a flurry of genAI use cases in production with a whole host of enterprise brands. Mike joins me to discuss where we are with agentic AI adoption and trends he's observed in 2024 as well as forecasted trends and considerations for 2025. Hosted on Acast. See acast.com/privacy for more information.
Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.“One of the most consistently insightful and deeply respected podcasts in the industry”Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.
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