Kuuntele VUX World

In this episode, we chat with Andrei Papancea, CEO and Co-Founder of NLX, to cut through the noise and get real about where AI in the enterprise is delivering value, and where it's not. Andrei brings a refreshing dose of grounded perspective as the buzz around ‘agentic AI’ and generative everything reaches fever pitch. Instead of chasing trends or slapping AI onto every process, NLX is laser-focused on practical outcomes: real problems, solved efficiently, and with the right tech.  We explore the challenges enterprise leaders face when navigating a market bloated with hype: internal pressures to ‘do AI,’ tech stacks that aren’t ready, and misunderstandings about what LLMs can and can’t do. Andrei shares where generative AI genuinely shines and where it is still too risky, especially for heavily regulated industries. This episode is brought to you by NLX. NLX [https://nlx.ai/?utm_source=vux&utm_medium=email&utm_campaign=may-takeover] is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines [https://nlx.ai/news/empowering-travelers-through-ai-united-airlines-self-service-revolution?utm_source=vux&utm_medium=email&utm_campaign=may-takeover]. Subscribe to VUX World [https://vuxworld.typeform.com/to/Qlo5aaeW]. Subscribe to The AI Ultimatum Substack [https://open.substack.com/pub/kanesimms]. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

In this VUX World podcast episode with Kerry Phillipson, she reveals how Arriva Group transforms customer experience using cutting-edge AI technology. Learn how they're creating a virtual assistant that's not just another chatbot, but a smart, personable travel companion that understands your journey needs. Kerry shares with us how Arriva is driving AI innovation within the transportation sector. She explains how artificial intelligence is used to tackle real customer pain points, making travel smoother and more intuitive. The conversation also dives into what it takes to design an AI with a genuine personality one that feels more like a helpful guide than a machine. Looking ahead, they explore the future of travel support and how AI is reshaping the way customers interact with transportation services. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

In this episode on the VUX World podcast, we chat all about the innovative AI journey of Citizens Advice with Stuart Pearson. We discover how a nonprofit organisation is revolutionising customer support through Caddy, an intelligent AI assistant that reduces average handle time by 50% while maintaining a rigorous ethical approach. Stuart shares the meticulous process of developing an internal AI tool that supports contact centre agents, highlighting the importance of responsible AI implementation. From initial challenges with chatbots to creating a sophisticated AI solution, this podcast reveals how organisations can leverage artificial intelligence to enhance productivity, improve service delivery, and ultimately help more people. Subscribe to VUX World [https://vuxworld.typeform.com/to/Qlo5aaeW]. Subscribe to The AI Ultimatum Substack [https://open.substack.com/pub/kanesimms]. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

In this episode, we dive deep into how NatWest uses generative AI to reshape customer service at scale, with Mark Worden, Strategy & Innovation Lead for Cora at NatWest. We explore how one of the UK’s biggest banks is building AI-driven customer journeys that are smarter, faster, and more efficient. From traditional NLU-based bots to cutting-edge Retrieval Augmented Generation (RAG) pipelines, Mark shares how Cora Plus achieves up to 99% accuracy and drastically reduces handoffs to human agents. Mark takes us inside NatWest’s pilot process - from narrowing 500 web pages down to a curated 120-item knowledge base to running internal tests, red-teaming for hallucinations, and prioritising customer consent and governance at every step.  We also discover how NatWest’s summarisation tool transforms the agent experience by reducing transcript review time and saving over 50,000 minutes weekly in both agent and customer wait time. With 1.2 million conversations a month and counting, this is a masterclass in scaling AI responsibly within a highly regulated industry. Subscribe to VUX World [https://vuxworld.typeform.com/to/Qlo5aaeW]. Subscribe to The AI Ultimatum Substack [https://open.substack.com/pub/kanesimms]. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

AI is changing how businesses talk to customers, but how do you move beyond the hype and make AI work for your business? In this episode, we chat with Chafik Abdellaoui, Workforce and Quality Manager at Autodesk, about how AI is used in sales and customer experience and the real results. Autodesk is leveraging AI to analyse calls, generate follow-up emails and improve CRM data. AI is being used to make sales teams more efficient and effective. Chafik explains how AI is automating low-value tasks so sales reps can focus on what really matters: building relationships and closing deals. From extracting insights from conversations to drafting personalised emails and proposals, Autodesk’s approach is about enhancing and not replacing human expertise. But AI adoption isn’t always easy. We discuss the challenges of implementing AI in sales teams, including agent adoption, structured processes and data quality. We also ask the following question: As more companies deploy AI, do we end up with homogenous customer experiences, or is there still room for differentiation? Connect with Chafik Abdellaoui on LinkedIn [https://www.linkedin.com/in/chafikabdellaoui/]. Subscribe to VUX World [https://vuxworld.typeform.com/to/Qlo5aaeW]. Subscribe to The AI Ultimatum Substack [https://open.substack.com/pub/kanesimms]. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.