3 min read

AI can’t solve your customer service problem. Here’s why.

AI can’t solve your customer service problem. Here’s why.

Everyone’s talking about AI. Like ‘the cloud’ numerous years ago, if your product isn’t powered by AI forget it. If you believe everything you read you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants and IVR systems (which, unfortunately, it isn’t).

6 min read

The what, why and how of great conversation & conversational AI design

The what, why and how of great conversation & conversational AI design

It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company was to pick up the phone. That often meant being greeted by the company’s automated phone system, the IVR (interactive voice response).

5 min read

The importance of Context Gathering for great IVR and conversational AI design

The importance of Context Gathering for great IVR and conversational AI design

When it comes to designing great IVR and conversational AI user experiences, understanding and designing for context of use is critical. Context Gathering is core to the VoxGen user-centred design process, and for very good reason.

4 min read

Conversational AI and the Future of Customer Service?

Conversational AI and the Future of Customer Service?

Are intelligent conversational AI assistants like Siri and Alexa the next big thing in customer service? It’s starting to look that way – but the customer experience has to be right.

4 min read

Designing conversational AI – The 5 decisions you need to make

Designing conversational AI – The 5 decisions you need to make

With the surge in voice-controlled devices, conversational interfaces for virtual assistants are already going mainstream.

But ask these 5 questions before you start.

4 min read

Why voice and conversational AI is on the rise

Why voice and conversational AI is on the rise

UX is changing fast, and businesses will have to learn new types of interaction design. Voice promises to be huge, but designing voice-based interactions requires very different skills.