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UX Magazine Staff

Invisible Machines Podcast: AI Needs UX

  • Artificial Intelligence, Podcast, UX Education, UX Magazine, UX World Changing Ideas

Robb and Josh talk about the changing nature of experience design as conversational AI becomes a fundamental part of the technology we encounter on a daily basis.

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1 min read

Invisible Machines Podcast: Greg Vert, Deloitte

  • Artificial Intelligence, Podcast, UX Education, UX Magazine, UX World Changing Ideas

Robb and Josh talk with special guest Greg Vert of Deloitte about the difficult work of moving forward with hyperautomation in enterprise settings.

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1 min read

Invisible Machines Podcast: High Risk and Lots of Experimentation

  • Artificial Intelligence, Podcast, UX Education, UX Magazine, UX World Changing Ideas

Robb and Josh talk about the elevated levels of risk and experimentation required to move hyperautomation forward.

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1 min read

Invisible Machines Podcast: De-Appifying Our Lives with AI

  • Artificial Intelligence, Personas, Podcast, UX Magazine, UX World Changing Ideas

On the second episode of Invisible Machines, Robb and Josh talk about the ways AI can transcend our app-cluttered professional and personal lives.

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1 min read

Invisible Machines Podcast: Generative AI Won’t Kill Creativity

  • Artificial Intelligence, Personas, Podcast, UX Magazine, UX World Changing Ideas

On the first episode of Invisible Machines, Robb and Josh talk about the ways generative AI and hyperautomation might change the way we think about productivity and our relationship to work.

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1 min read

The Invisible Machines Podcast is Here!

  • Artificial Intelligence, UX Education, UX Magazine, UX World Changing Ideas

The authors of the Wall Street Journal bestselling business book, Age of Invisible Machines continue their conversation about conversational AI in a new podcast produced by UX Magazine.

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2 min read

Most Read Articles of Q4 2022

  • Accessibility, Contextual User Studies, Customer Experience, Defining AI, Design, Search, SEO, and SEM, Usability, UX Education

Here are the top 10 most-read UX Magazine articles in Q4 of 2022. This collection of articles was read, shared, and discussed the most.

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2 min read

Rewriting Customer Service with Conversational AI

  • Artificial Intelligence, Conversational Design, Customer Experience, Design, Usability, UX Education, UX Magazine, UX World Changing Ideas

Take a deep dive into Gartner’s evaluation of the most important attributes of enterprise conversational AI platforms for customer service from their new Critical Capabilities report. We’ve also got learnings from the top ranked platform’s real-world orchestration of conversational AI, which allowed one national retailer to prop up a new call center and cut their inbound traffic by 50% in just ten weeks. 

Article by UX Magazine Staff
IDEAS IN BRIEF
Rewriting Customer Service with Conversational AI
  • Conversational AI is an inevitable market state and enterprises are in hot pursuit of platforms that will enable them to successfully orchestrate the associated technologies—like NLU/NLP, code-free design, RPA, and machine learning. Gartner’s 2022 Critical Capabilities for Enterprise Conversational AI Platforms report is the first of its kind, providing a comprehensive breakdown of the technical requirements for entering this new paradigm for productivity.
  • The best way to succeed in customer service applications of conversational AI is by incorporating a broad range of channels (touching on every possible way a customer might try to engage with a business) as part of an open system that allows for integration with tools and solutions from other vendors and involves human agents in its operation and evolution.
  • Flexible open platforms allow businesses to rapidly identify and capitalize on the massive opportunities conversational AI brings while adapting their own operations around the fluctuating nature of the associated technologies. In essence, future-proofing their operations.
  • The highest-ranking company in the Customer Service Use case was OneReach.ai. Using their platform for conversational AI, a large national retailer was able to create a new call center and cut their inbound traffic by half in just 10 weeks.
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7 min read
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