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All Posts

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.  […]

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 […]

The Death of Voice has Been Greatly Exaggerated (Call Deflection Only Gets You So Far!)

In the past decade, companies have increasingly tried to deflect calls through automated text channels. A number of these companies have tried to eliminate calls altogether by making their phone number hard or impossible to access, forcing customers through self-serving FAQs and chatbots. Chances are you’ve experienced this before, and at some point likely found […]

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 […]

Restaurant Tech: Conversational AI vs Touch Tone / DTMF

While many prefer to make bookings online, 50% of diners are still reserving tables over the phone. But answering every single phone call is a problem that the restaurant industry has been facing since, well… forever. Restaurant staff simply don’t have the bandwidth to answer the phone consistently alongside their other duties. It’s not uncommon […]

PolyAI Encoder Model: Understanding as a Service

One of the fundamental building blocks of conversational AI is understanding natural language. AI agents need to understand what a user has just said in order to react accordingly. In this post I’ll give an intuitive explanation about how we solve this problem using the PolyAI Encoder model. Let’s start by looking at how humans […]

Using Conversational AI to Manage Bookings and Appointments

We’ve recently been working on a voice assistant that uses conversational AI to manage bookings and appointments. In this post, we’re going to look at the nuances involved in virtual agents to manage bookings and appointments, and share how we’ve been able to craft a reliable solution, soon to be rolled out over restaurants across […]

The Future of AI in E-commerce Customer Service

Buying physical products from a distance comes with risks. Customers want to know everything from how the product is made or sourced, to how it’s going to be delivered, to how they can send it back if it doesn’t meet their expectations. And while your company has processes in place to manage all aspects of […]

The Power of Convenience in Customer Service: Interview with Shep Hyken

Shep Hyken is the bestselling author of seven books about customer service. He’s worked with some of the most recognised brands in the world – including Disney, AmEx and Lexus – and many smaller companies, to advise on creating unbeatable customer experiences. We caught up with Shep Hyken to discuss the future of customer service […]