The Art and Science of Conversation Analytics

The Art and Science of Conversation Analytics

Articles The Art and Science of Conversation Analytics Why is it still so hard to get insight from customer conversations? We look at the tools and techniques you need to apply and explain why there is so much more to Conversation Analysis than solution suppliers want...
Alexa and the DVLA Conversational Bot

Alexa and the DVLA Conversational Bot

Articles Alexa and the DVLA Conversational Bot We recently used this example of how NOT to build a digital voice application at the London AI and Robotics conference. It was well received so we decided to animate and share it. This Alexa skill by the DVLA illustrates...
Case Study: BGL

Case Study: BGL

Articles Increase flexibility and cost effectiveness of voice self-service Helping BGL to create a dynamic self service offering on the phone channel that will reduce cost and improve customer experiences Budget Insurance is a leading digital distributor of insurance...
Case Study: Mazaru

Case Study: Mazaru

Articles Powering Customer Communication with AI A partnership with Humanotics helps Mazaru to spend more time improving customer communications and less time analysing them. Humanotics was asked to investigate how artificial intelligence could help provide...
Contact Centre AI: What are your options?

Contact Centre AI: What are your options?

Articles Podcast – Contact Centre AI: What are your options? David was recently a guest on the Call Centre Helper podcast, where he discussed some of the many AI misconceptions but also where it’s making a difference to customer interaction today and the promise...