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All Posts

How Digital Banks Can Use Voice Automation AI to Sustain Disruption of Legacy Banks

On both sides of the Atlantic, mobile-first, online-only banks (“challenger bank” or “neobank”) have been taking both market share and mindshare away from legacy banks. The disruptive innovation of these new entrants has been underpinned by a focus on customer experience targeted at tech-savvy Millennial and Gen-Z customers. By doing away with traditional touchpoints like […]

How to Avoid Building a Voice Assistant That Annoys Your Customers

If you’ve tried voice automation – via Siri, Alexa, or a conversational IVR – chances are, you’ve had a bad experience. Maybe you were misunderstood or not understood at all, maybe you had to keep repeating yourself or maybe you made a mistake and couldn’t get the damn machine to go back and amend it.  […]

Conversational ID&V vs Voice Biometrics: A New Approach to Authenticating Customers on Customer Service Calls

Language is full of characters and words that sound frustratingly similar. Sorry, was that M or N? Did you say three, free, or tree? In normal conversation amongst friends, this is easily overcome but customers are less forgiving when they have an issue with a product or service. Before customers even get the opportunity to […]

7 Reasons Why Voice Assistants Are Crucial for Handling Holiday Peaks in Your Call Center

As we head into the holiday season, many call centers will be dealing with a peak in demand. These can be hard to accurately forecast, prepare for and manage. Overwhelming demand in the call center not only frustrates your customers, it also contributes to burn-out for call center agents, lower morale and higher rates of […]

Multi-turn conversations: What are they, and why do they matter for your customers?

When considering the different options for voice automation, the ability for a voice assistant to hold a multi-turn conversation (and do it well) is essential for customer service. But what are multi-turn conversations, and why do they matter? What is a conversational turn? Many of us have grown accustomed to using voice automation in our […]

So You Think You Can Build Your Own Conversational AI: Why DIY conversational AI won’t achieve performance at scale

We come across a lot of companies that are experimenting with DIY conversational voice assistant capabilities offered by the likes of Google Dialogflow, Amazon Lex or IBM Watson, or open-source frameworks like Rasa. But when we get further into discussions, most of these companies have not put their voice assistant into action with real customers. […]

Digital Transformation Paralysis: The Doldrums of Customer Experience Transformation

Over the last few months, we have spoken with many B2C organisations with large contact centres. Without fail, we constantly hear the following digital transformation concerns from business leaders, operations directors, and customer experience professionals: “We want to transform our business and we are evaluating several projects at the moment our plans will finalise in […]

Virtual Assistant Value Streams: Identification & Verification

This is part two of a four part article series in which we demonstrate how to identify value streams of using a virtual assistant to partially or fully automate “customer-to-business” interactions. We will detail how to measure quantifiable cost savings and track qualitative benefits in a contact center environment. You can read part one–which discusses […]

Virtual Assistant Value Streams: Misrouted Calls

This is part one of a four part article series which will demonstrate how to identify value streams a virtual assistant can deliver through automating “customer-to-business” voice interactions. This series will look at how to measure quantifiable cost savings and track qualitative benefits that a virtual assistant can deliver in a contact center environment. In […]