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Nuance Partner eXperience Summit Review: An accelerated transformation in a fluid market
Since 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 core...
Question answering experiments with the Dialogflow FAQ Knowledge Connectors
Chatbots 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 bots,...
Natural Language Call Steering: Your Gateway to Conversational Automation
A 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
In 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, all...
Does your FAQ stand for Fail to Answer Questions?
From 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 users...
Making every call count
The ROI of a Natural Language Call Steering IVR Contact centers are still a central component of medium and large enterprises, and an essential channel for customers to connect with businesses. For a contact center to reach its full potential, it needs to meet the following business objectives: Customer service: provide customer support, deliver the […]
Rasa Summit, Chatbot Conference, etc.: An Overall Impression
A couple of weeks ago, I had the opportunity to attend Bot Week in San Francisco. In addition to the main events – Rasa Summit and Chatbot Conference – I attended every event of the week to make the most of my stay in this innovative city, and oh! it was worth it. Not only […]
Developing Conversational IVR Using Rasa Part 3: Dialogue Management
Dialogue requirements Our banking IVR is a self-service application in which a caller can execute tasks like paying a bill or getting an account balance. The dialogue includes a loop that allows the caller to carry out tasks as many times as he or she wants: ...
Developing Conversational IVR Using Rasa Part 2: The Rivr Bridge
On the Rivr Bridge... I know, there’s only one question on your mind right now: “What in the world is that name?”. First off, “Rivr” is because it uses Rivr, subtly mentioned in the first post, which is a Nu Echo created, open-sourced framework to write VoiceXML...
Developing Conversational IVR Using Rasa
The lasting relevance of VXML Since Nu Echo’s foundation in 2002, VoiceXML has been the bread and butter of our IVR application development. We’ve been using it to create many solutions ranging from turnkey address change and identity validation modules to large scale...
Dialogflow distilled: On error handling
We said it before, and we’ll say it again: error handling is a crucial element of the conversational UX for chatbot.
How Far Can You Go? Managing Expectations in Conversational IVR Demos
As conversational IVR designers and developers, our team is often asked to provide demos as a communication and sales tool with prospective clients. When a fully functioning interactive demo is needed, putting it together can require weeks of effort and involve many...