What’s The Conversational AI Podcast all about?
The Conversational AI Podcast tracks news and insights from across the Conversational AI marketplace; it’s a sister publication to the Conversational AI News website.
In Episode 8 host, Ewan MacLeod, is joined by our very own Darren Ford. Up for discussion is Darren’s background and experience in the Conversational AI Space, and how The CAI Company came to be.
The conversation progresses to cover
- some top use cases,
- how consumer acceptance has positively changed and evolved along with the solutions available,
- keys to success,
- talent development,
- and the importance of data driven decision making
Darren shares real-life examples of what has and hasn’t worked for others, insight into ethics in the conversational AI space, and some practical advice – for example, should you present your bot as a human, or lean into the fact it’s a bot? What is best practice?
Three key takeaways
- Success comes from a clear business case. Use this as your North Star to guide appropriate decisions, for example regarding technology and how to deploy it. Establish key performance indicators (KPIs) to measure success for your Conversational AI project business case.
- Corporate commitment. Buy-in at the top for the reason behind implementing a conversational AI application facilitates the highest return on investment (ROI)
- Data. You have access to a lot of data, but until you analyse that data it’s hard to know what the right scope to deploy is, or exactly how to fine tune it. Launch early, then iterate and improve by responding to what customers are really saying and what they really want. Measure, and then make data driven decisions on an on-going basis, aligned with your business case. Utilise both quantitative and qualitative analytics; this is known to be a challenge faced by whoever is managing and optimising conversational AI, as it’s not possible with, tools such as Power BI, and reading transcripts of calls is very time consuming.
Darren and his team are amongst the most experienced Conversational AI experts around, having driven the strategies and implementations for some of the largest players around.
Ewan McLeod, The Conversational AI Podcast
Chapters
Show-notes for The Conversational AI Podcast Episode 8
00:00 Introduction to Conversational AI and CAI Company
02:47 Darren’s Background and the Origin of CAI Company
04:10 Use Cases and Growth of Conversational AI
10:08 Consumer Acceptance and Chatbot Horror Stories
12:30 Generative AI and Executive Awareness
15:48 Talent Development in Conversational AI
18:44 Ethics in Conversational AI
20:59 Internal vs External Chatbots
23:46 Key Considerations for Executives in Conversational AI
