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Conversational Design

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The Death of Traditional IVR Technology

  • Conversational Design, iPhone, Voice & Natural Language

Ideas from Vonage: How to leverage technology to create impressive IVR experiences

Article by Jennifer Taurel
IDEAS IN BRIEF
The Death of Traditional IVR Technology
  • Traditional IVR technologies often provide bad experiences – research from Vonage shows that the majority of people report having a bad experience with IVRs (Interactive Voice Response)
  • Companies are compromising on good UX because the voice technologies they’re using are outdated and hard to change
  • Vonage has partnered with OneReach.ai to quickly create impressive IVR experiences that focus on UX, and it takes days and weeks to build rather than months and years
  • Read the full article and watch the video for inspiration on voice UX from an insurance use case
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4 min read

The Empathy Equation– Can Digital People deliver empathy at scale?

  • Conversational Design, Defining AI, Empathy

Empathetic interactions? Or volume and scale? AI, in the form of bots and empathetic digital people, can deliver both.

Article by Kath Balackham
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5 min read
Empathy Equation

The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards

  • Artificial Intelligence, Business Value and ROI, Content Strategy, Conversational Design, Customer Experience, Design, Design Tools and Software, Emotion, Interaction Design

An expert’s view on the massive strategic opportunities and potential challenges of leveraging conversational AI solutions

Article by Jordan Ratner
IDEAS IN BRIEF
The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
  • By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
  • One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
  • As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
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13 min read

The Problem with How Organizations are Thinking about Conversational AI – an Insider’s Guide

  • Artificial Intelligence, Behavioral Science, Business UX Leaders, Business Value and ROI, Content and Copy, Conversational Design, Customer Experience, Defining AI, Employee Experience, Interaction Design

If there’s one thing I learned over five years in an AI leadership role with a Big 4 Consulting Firm, it’s that the popular view of Conversational AI misses the point.

Article by Jordan Ratner
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12 min read

Open vs Closed: a Critical Question for Designing and Building Experiences

  • Artificial Intelligence, Business UX Leaders, Business Value and ROI, Conversational Design, Customer Experience, Design Tools and Software, Human factors, Interaction Design

As we careen into the era of conversational AI and hyperautomation, closed systems create bad experiences that stifle innovation and opportunity

Article by Josh Tyson
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8 min read

Is Voice UI the future of user experience design?

  • Conversational Design, Customer Experience, Defining AI, Human factors, Interaction Design, Interface and Navigation Design, Voice & Natural Language

An exploration of the growing importance of voice user interfaces and the impact on information architecture

Article by Katie Richmond
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6 min read
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