It’s common for teams to have both programmers and conversation designers. You need both to get a solid result. They’re both aiming to create the same thing (a robust conversation with a machine) but they approach that from different angles. While the programmer ensures that the software is solid, and has all the right connections, the conversation designer needs to make sure that it is purpose designed for the people who will use it. Both of those roles are vital.I wanted to get a better understanding of what a programmer thinks about! What do they need to know, and why, and how do they see the collaboration with conversation designers?There was nobody better to ask than Justin Randall. He’s got 20 years of experience in telecoms, he’s knowledgeable, and he’s the programmer I work with every day!We discussed collaboration for an hour. This is the part of the job that gets too little attention - how can we work together to get the best result?Listen up to see what Justin has to say. Hosted on Acast. See acast.com/privacy for more information.

Tim Friebel is the Global Experience Transformation Lead at Genesys and brings a wealth of experience in customer journey analytics; a crucial and underserved element of conversational automation. Tim joins me to share the insights and tips that'll help you understand your customers better and improve customer experience using customer journey analytics. Hosted on Acast. See acast.com/privacy for more information.

Kim West is the Director of Product Marketing at Uniphore, one of the leading conversational automation technology and service companies. Kim joins us to share some of the top use cases for conversational automation across industries and shares some best practice in getting it right. Hosted on Acast. See acast.com/privacy for more information.

You've seen and heard of the value of conversational AI such as chat, voice and messaging assistants for customer service, but what about using the channel as part of your content strategy? We're joined by Nick Martin, co-founder, Direqt, to discuss how media and entertainment companies are embracing messaging as a core part of their content delivery offering, and how you can too. Hosted on Acast. See acast.com/privacy for more information.

Sham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the current and future trajectory of AI for customer experience and enterprise automation. Hosted on Acast. See acast.com/privacy for more information.

Designers love to talk design. Often people focus on their favourite tools, processes, hacks and gripes. It all matters. The technical aspects are just as important as well. We’re designing conversations with technology - we need to get intimate with the benefits and limitations of machines so that we can succeed.What about the social/collaborative side of the job though? We all know that’s a huge part of the job, but so few people seem to be talking about it.That’s why Millani Jayasingkam is such a great person to talk to. She’s a senior conversation designer who knows the power of a good community. She hosts the Voice This! Podcast and runs events focused on conversational AI. Why does being part of a community matter to your work? What has Millani done to build communities? How did it help? Listen up to find out00:00 Intro11:43 What's Millani's favourite bot?13:29 What conversational AI jargon do you struggle with?19:00 Which synthetic experience would you most like to have?21:39 With interviews we need to break the ice23:39 Finding the right time to ask a question26:01 People know the result, not what you'd imagined27:12 On Voice Tech Global (formerly Voice Tech Toronto)30:15 We're part of communities that evolve33:52 We need communities to learn from37:35 Tech and design isn't enough, we need communication42:56 We all contribute to the community46:04 The tables are turned - Millani asks Ben49:12 The Conversation Designer's Links board on Notion52:33 People respond well to genuine curiosity54:20 How does Ben keep up to date?56:10 How does Millani keep up to date?57:10 Conversation designers need to keep talking59:42 An observer to a recorded conversation also participates01:01:02 Outro Hosted on Acast. See acast.com/privacy for more information.

Are we coming to the end of the hype cycle with Large Language Models? Are we finally finding where they fit best in enterprise automation? Are are we still rolling through the hype? Matt Taylor, Co-Founder and CPO, Knowbl, joins us to shine a lightPresented by Tidio Grow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.Save 20% on your subscription with the promo code VUX.Find out more about Tidio (use the link https://www.tidio.com/partners/vux/) Hosted on Acast. See acast.com/privacy for more information.

Braden Ream is back on VUX World for the third time after some pretty big changes at Voiceflow. Raising another round of funding and repositioning the platform in light of significant adoption in the wake of the large language model attention, has Voiceflow making moves to become the leading conversational AI platform.I chat to Braden about the new direction of the company, the recent additions to the product and how designers and developers are using Voiceflow to design and build LLM-powered applications.Presented by TidioGrow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.Save 20% on your subscription with the promo code VUX.Find out more about Tidio (use the link https://www.tidio.com/partners/vux/) Hosted on Acast. See acast.com/privacy for more information.

Mikhail Burstev is a seasoned AI practitioner and scientist. Founder of one of the most popular chatbot frameworks, Deep Pavlov, Mikhail has been knee deep into the AI space for many years. He joins me to share his thoughts on AI orchestration and Large Language Models.Presented by TidioGrow your online store with the #1 customer success tool for eCommerce. Engage with your customers and website visitors in real-time. Provide personalized product recommendations. Use AI-powered chatbot workflows to move prospects through your sales funnel. And so much more.Save 20% on your subscription with the promo code VUX.Find out more about Tidio (use the link https://www.tidio.com/partners/vux/) Hosted on Acast. See acast.com/privacy for more information.

Greg Bennett’s the final Conversations2 interviewee focused on large language models!When I heard that Salesforce have adopted LLMs at scale (and also heard that they had started to design and build this prior to ChatGPT’s release) I wanted to know more!I’ve known Greg for years and have always found him to be warm, knowledgeable and an expert at making complex subjects understandable. He didn’t disappoint here - we spoke about thinking in systems and how that relates to conversational AI, how LLMs affect conversation design (and how conversation designers are key to the best usage of LLMs), how his team of designers work with the wider team, and Salesforce’s recent push into Generative Conversational AI.So listen up to Greg’s thoughts on the best ways to use LLMs in conversational AI! Salesforce have gone all-in on generative conversational AI and Greg’s team have made that possible. 00:00Start00:29Greg's introduction03:55What's your favourite bot?05:11What's the most useful thing you use at work?06:21Which conversation designer should we all know about?08:15Conversations are systematic, and design should be too10:17What does 'generative conversational AI' mean to you?11:38How have you been incoporating generative conversational AI into your work at Salesforce?16:05We need expertise when writing prompts for LLMs17:45How does your team collaborate with the wider Salesforce team?20:50What benefits did you envision and how close are you now?24:23How has this affected the day to day work of conversation designers?27:46Now we need to be able to educate people about how to do conversational AI well29:52We're thinking conceptually about language32:43Is this a new phase of conversation design?36:32How do you minimise the risks?39:49Do you continue to iterate together with engineering?41:37The model has a risk of learning from bad behaviour42:46How do you stay up to date with generative AI?44:05Researching attempts to break LLMs on social media gives great REAL data45:49When will you next speak live?46:46Outro Hosted on Acast. See acast.com/privacy for more information.