From the granular details of measuring intent and LLM-based chatbot effectiveness to the strategic implementation of AI across business units, Eric provides an in-depth analysis on the importance of data-driven decisions in the era of AI transformation.

Join us as we discuss how businesses can leverage analytics to optimise customer interactions, the common pitfalls in current AI strategies, and the future of AI in customer service.

In this episode

00:00 Introduction and UNPARSED conference - Find out more at https://unparsedconf.com

4:32 Welcom Eric Griffing

7:25 Best practice for measuring LLM agents

12:10 Differences tracking ML and LLM bots

14:00 Goal completion

19:00 What's missing

22:00 How to set up tracking on chatbots

24:50 Tracking LLM chatbots

30:37 Air Canada's chatbot issues

33:38 LLM guardrails

37:00 Using data to inform your AI strategy

41:00 Effort over satisfaction

44:30 Tracking customer effort in chatbots

48:40 Market demand for AI analytics

55:40 Wrap up

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Learn more from Dashbot:

https://www.dashbot.io/blog/360-bot-framework

https://www.dashbot.io/blog/inside-the-black-box-analyzing-your-llm-bot

https://www.dashbot.io/blog/navigating-the-shift-from-intent-based-to-language-model-chatbots

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here

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Ofer Ronen is an ex-Googler with some immense experience in deploying AI systems for large enterprises including the infamous example of Agent Assist at Verizon. Ofer’s third startup is tomato.ai, a company that has AI technology that’ll strip away your accent! Or soften it, rather.

Ofer joins us to share his lessons learned from years of deploying AI in the enterprise, as well as the use cases, value and technicalities of this new breed of AI technology: voice filtering and accent softening.

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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Chris Ezekiel is founder and CEO of one of the longest standing conversational AI platforms, Creative Virtual. Chris joins us to discuss the changing landscape of conversational AI and the recipe for longevity and long term success.

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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How can AI make your job search easier? I'm joined by Head of Product - Conversations at Total Jobs Group, Somnath Biswas to discuss.

Som has immense experience in project management and AI and knows what it takes to make AI work at scale. He joins me to share some lessons in implementing conversational AI in a highly stressful and emotional situation: the job search.

Do customers want this? What conversations do they want and need? How can you make sure you can serve those needs at scale? What people, process and technology do you need to make it happen? What's the role of generative AI and large language models? And what does the future of job hunting look like?

Let's dive in!

00:00 Introduction

04:27 Welcome Somnath

09:25 Organised groups

11:50 Conversational interfaces

17:45 Measuring lifetime value

20:15 Next steps after conversational formats

28:00 Making improvements

36:00 Model producing responses

38:55 Multi agent

46:40 Augmented retrieval

52:22 User / response input stage

58:50 Different prompt criteria

1:04:40 Outro

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

00:00 Introduction

02:00 Welcome Nerys

05:30 Managing contact centres - what did they get right?

07:40 Barriers to getting things right

12:00 Mandating self service options

16:25 The voice channel

25:00 Better service models

31:15 What the future of the market looks like

36:40 Labour market in contact centers

49:50 Context of conversations

57:00 Responsible AI

1:00:20 The next 12 months

1:01:50 Outro

Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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Join us for a thought-provoking episode of VUX World, with Brandon Nott, CPO, Amelia, and Nick Orlando, Director of Product, Amelia. Amelia is an enterprise conversational AI platform at the forefront of integrating Generative AI (GenAI) within the AI ecosystem.

We'll dive into how GenAI revolutionises dialog systems for transactional tasks, emphasising its role as a tool that, when combined with classical AI, unlocks unparalleled efficiency and creativity. We will cover the essentials of deploying conversational interfaces, the strategic balance between GenAI and classic platforms, and the nuanced decisions behind selecting the right mix of AI solutions based on context, risk, and operational requirements.

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Scott Hamilton is the Principle, Banking and Lending Strategy Leader at Prodigal Tech, an actionable intelligence platform for consumer finance.

Scott's background is in lead six sigma and joins me to speak about why for most organisations, your AI automation journey is in fact one of process design and how lean six sigma can help businesses create the automation strategies they're dreaming of!

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Join us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX). In this discussion, we'll explore the critical successes and oversights of today's CX leaders, unraveling the common challenges and emerging trends that are shaping the industry. A key focus will be on speech analytics and its interplay with AI - understanding its potential, limitations, and why it hasn't yet become a mainstream tool. We'll discuss the importance of linking what customers say to their actions and outcomes, emphasizing the need to start with identifying the problem rather than jumping to solutions. Ian will shed light on the right questions CX leaders should ask for AI success and why AI solutions often end up isolated. We'll also touch on the significance of silence in speech analytics, the hurdles in acting on data insights, and the balance between striving for perfection and accepting reality. This episode promises to offer a deep dive into the complexities of CX, enhanced by real-world case studies from Capita, The Times, and Anglian Water.Join us as we dive into the details.

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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Pete Kemp is a Principle Consultant at FSP, a consulting firm aimed at accelerating digital transformation for brands. Pete was previously the Managing Director of EBM, an enterprise conversational AI platform providing AI automation technology and services. He has a wealth of knowledge and experience in the practicalities of implementing AI at scale and now works pretty much exclusively with implementing Microsoft Copilot within large enterprises.

This episode is all about the lessons learned from this journey of enabling large brands with Microsoft Copilot.

For those that might not know, Microsoft announced Copilot in 2023; an AI assistant that integrates with Bing, Edge, Windows, Microsoft 365. A one stop shop for all your productivity needs. It also announced Copilot Studio, a development environment where you can build your own Copilots and custom GPTs for your enterprise use cases.

No doubt this is an exciting area for Microsoft customers and those interested in the practicalities of implementing generative AI.

Join us as we dive into the details.

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

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Byron Reese is a serial entrepreneur with a quarter-century of experience building and running successful technology companies, with multiple acquisitions, IPOs and patents along the way. He is an award-winning author of books such as Stories, Dice and Rocks That Think, and; The Fourth Age: Smart Robots, Conscious Computers, and the Future of Humanity, a book that tackles artificial intelligence, robots, automation, and the future of work. He’s a speaker and futurist, with a strong conviction that technology will help bring about a new golden age of humanity.

Byron currently serves as the CEO of JJ Kent Incorporated, a venture-backed technology company that recently launched Scissortail.ai, a proprietary artificial intelligence tool set to inform new product and listing strategy, and delight consumers.

I’m honoured and delights to be joined by Byron for this episode where we’ll look at the unavoidable future of AI and its impact on our lives.

Why does your belief in a monistic or dualistic reality determine your view on what computers can or can’t do?

Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/

Be sure to register for our upcoming webinar with Quiq & LOOP car insurance here - https://vux.world/generative-ai-in-production-loops-success-story/

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What can we expect from AI over the next 12 months? What kind of use cases will make it to production and add value? What will the impact be for businesses that leverage it? What will be the challenges and hurdles we’ll need to overcome to make it work? And what does one of the market leading AI automation platforms plan to do about it?

Join me as I speak with the CEO of Cognigy, Philipp Heltewig, and dive into the year ahead in AI..

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