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Conversational automation initiatives – Our Survey
BlogStudy on the use of conversational artificial intelligence in contact centers Nu Echo, an expert in intelligent conversational automation, is currently conducting a study to learn more about the vision and the challenges that contact centers face in adopting...
When “cancel” does not mean “cancel”
BlogInterpreting global commands in conversational IVR To give callers some control over the conversation, a conversational IVR should always recognize, interpret, and respond to a handful of global commands. Well known global commands are “repeat”, “main...
Bringing Conversational IVR to the next level with Rasa Part 1: Generating complex responses
BlogIn our previous series on developing conversational IVR applications using Rasa, we described our approach to add VoiceXML support to the platform and develop a convincing banking demo using some advanced dialogue patterns. The custom dialogue management strategy...
Nuance Partner eXperience Summit Review: An accelerated transformation in a fluid market
BlogSince Mark Benjamin joined Nuance as its new CEO almost two years ago, the company has been going through a breathtaking transformation. After selling its imaging division to Kofax and spinning off its automotive division, the company now focuses primarily on its...
Question answering experiments with the Dialogflow FAQ Knowledge Connectors
BlogChatbots come in multiple forms and can serve many different purposes. Without pretending to exhaustivity, we can mention the task-oriented bots, that aim to assist a user in a given set of transactional tasks, like, for example, banking operations the chit-chat...
Natural Language Call Steering: Your Gateway to Conversational Automation
BlogA few years ago, when one picked up the phone to reach an organization, it was mostly to ask simple questions or perform simple tasks. The phone channel was the main doorway to obtain information and services. Over the years, however, digital channels and...
Chatbots, Voicebots, IVA, IVR: Sorting through the confusion
BlogIn the past few years, we have witnessed the introduction of a bunch of new terms and expressions related to conversational systems and interfaces: chatbots, voicebots, intelligent virtual agents (IVAs), intelligent virtual assistants (IVAs), etc. Unfortunately,...
Does your FAQ stand for Fail to Answer Questions?
BlogFrom FAQs to chatbots: Improve customer experience with conversational question answering. A significant portion of customer service inquiries is about users wanting an answer to a question. Organizations are rightfully motivated to provide efficient means for...
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