Disruption Works Chit Chat: Recent Episodes
Disruption Works
Our latest series is dealing voicebots and how to get the most from the powerful tools and services that are around including best practice and how this is going to impact us over the next few years.You can also check out our previous series that includes quick chats about automation solutions for business around chatbots, voicebots, development, integration and process automation with the team at Disruption Works and a few special guests. Just some light hearted interviews, comments and tips that might help business with their digital journeys or automation thoughts. Find out more about Disruption Works at www.disruptionworks.co.uk
Tom and Steve discuss the challenges around scaling up to deal with product recalls and automating the inbound and outbound calls or multichannel responses?
With time sensitive recalls that can be public health issues, we talk about how automating this can be scaled instantly from a passive service and triggered when needed.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
Check out today's episode that is all about multichannel automation and how it's changing the game for customer service.
We'll be discussing the latest trends in voicebots, chatbots, SMS and email, and these channels are working in harmony for businesses creating seamless, self-service journeys for customers.
Join us for a (we hope) informative chat as we explore how this technology is disrupting traditional customer service models and making life easier for everyone involved.
So sit back, relax, and let's dive into the world of multichannel automation together. This is Disruption Works Chit Chat, and we're excited to have you here!
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
A really interesting podcast with Tom and Steve today, around testing your teams knowledge retention for both in house sales or product training or for financial compliance like changes in FCA regulations or similar.
We talk about how voicebots can do this with not only fully compliant and live assessment, but also with intelligent prompting for in complete answers given to the bot.
This is a very powerful collaborative approach to verbal testing that has been proven to not only give you a fully compliant record of your course materials or changes in regulations, but also is very well received by the teams using it, with all the associated costs savings you would expect.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
Tom and I discuss how charities can take advantage of the superb technology of voicebots and chatbots that is being used as common place in more and more businesses, but charities can be behind the curve it using this technology.
Ironically these are the organisations who need to save money more and more in this financial climate we are all in at the moment.
When funding is down then you need to be smarter so having scalable and integrated bots doing the heavy lifting is the way to go.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
In today's podcast we are putting together a potted history of what technology used to look like around in speech recognition used in voice applications and how that has changed.
Tom and Steve discuss the history of where it was and why the industry boom of the late 90's failed. Then moving onto the incredible acceleration of the technology now making the world of voicebots and voice applications common place and proven.
Then moving onto the challenge that businesses have, after being burnt with previous investment, why they now need to look at this and not lose significant market share with more dynamic companies joining the fray.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
Today with Steve and Tom, we discuss conversational voice design. The key requirement for a successful voicebot. No matter what the platform from Genesys to Avaya, wherever there is the facility to build voicebots, the conversational design is so important. We talk about why voicebots are not being used as effectively as they should be, even now, and how to get some starting point and expertise to get you off the ground.
A voicebot should sound like a human agent, so how is that achieved?
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
Talking about all the acronyms and craft of conversation and where all this jargon fits in with the design and build of a voicebot. We discuss the voice artist role in a voicebot and how that adds the human touch.
Find out more at https://www.disruptionworks.co.uk/voice-bots
Check out our website for more about chatbots, voicebots, automation and bespoke development.
As a growing vertical, this whole sector is struggling to scale and still be cost effective. Voicebots are part of a solution that now a reality. no longer is this technology seen as experimental, but it is in use across this sector and should be a move that allows early recovery and a whole new opportunity for smaller consumer debt.
Find out more and see how this is taking the sector by storm.
Visit our site to find out more about voicebots in debt collection.
Check out our website for more about chatbots, voicebots, automation and bespoke development.
Today we are talking about voicebots and the fact that they are smart enough to detect voicemail, a crucial part of any outbound campaign, with increasing accuracy due to the AI incorporated in the logical understanding of this part of an overall dialogue.
It is a tricky one when you consider the amount of different shapes and sizes that voicemail comes in with.
Listen in as we talk about how the Ai voicebots are managing the human fallibility in a badly crafted voice message.
if you want to find out more about Voice bots click here
Check out our website for more about chatbots, voicebots, automation and bespoke development.
This is the first in a new series of podcasts that talks in a slightly more technically manner about chatbot/ voicebot production, as well as development projects and everything in between.
Introducing Dave Antwis our technical lead, who can offer a more technical standpoint as the series progresses.
The first one is a soft start talking about the pros and cons of building your own chatbots, how you can keep ownership and improve skills internally whilst still having a good product and experience in the end.
We touch on CRM build in chatbots and where they sit in the landscape.
Find out about chatbots here
Pros
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Perceived as Cheaper
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Control if skilled
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Building skills internally
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Adhere to business ownership policies
Cons
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Not skilled
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Poor experience
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Not utilising all features of a platform
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Scoping challenges
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Lots of time lost internally – resource issues
Options
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We could build it – but transfer knowledge to team
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Control to specific stakeholders in the team
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Much better experience from day one
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Less internal resource needed
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Options to integrate into the business with dev support
This is one of the most powerful use case for a neat and sophisticated voicebot. With debt collections on the rise, scaling and costing the collection of debt is a tricky service to actually make good margins against.
The smaller debts are too costly to collect and the timeslots for success are really tight, but when it does not matter whether you are making 10 or 1000 calls an hour, the bot can scale and be cheaper than an agent and it is easier to train.
So how does it work, well give it a listen and find out.
Find out more about voicebots
Today, we are talking about some real self service journeys that are being applied for clients and how these can transform the way that businesses work and how customers interact.
We even mention the now legendary Lobster shack and how that has gone global with a smashing digital solution ... well in theory.
Today, we discuss Virtual Power Agents, the relatively new chatbot UI from Microsoft. Making it easier to collaborate on chatbots that can be incredibly sophisticated, but also very accessible. Oh and we talk about Sean and Steve's lobster shack... or argue about it!
Find out more about these and how they fit an organisation and how they talk to the rest of the Microsoft estate and enable full self service journeys.
To find out more about chatbots click here
Today we talk about the impact to an organisation where voicebots have been deployed. It is transformatory and the impact to HR, costs, profits and overall customer experience are simply incredible.
If you want to find out more about voicebots, then click here
Today, we talk about the many chatbot platforms that are available. From the large vendors like Google and Microsoft, to the smaller platforms that are simpler and cheaper to deploy. As we are platform agnostic, we give an object view on the different options.
We talk about the pros and cons for each approach and what channels are available with each. Budgets and business cases have a role in the selection, so what is the best for you business?
Find out more about chatbots here
Today we talk about how a chatbot can help with the fundraising efforts in a charity. From lead generation and prequalification of the type fundraising or donations that a person is interested in and helping with the final conversion into a loyal and engaged donor or supporter.
We deal with a human in the loop and how the chatbot can work alongside a member of the team and also how that warmed up lead is then ready to convert and help the charity.
Today we talk about voicebots for utilities. Lets face it they were never great, but utilities are some of the hardest groups of business to get hold of to get anything done.
We talk about some self service journeys and how that might look for your utility operation.
Find out more about voicebots here.
In today's episode we talk about using chatbots in education. As education becomes a more blended digital experience, we talk about helping to deal with how a chatbot can help with safeguarding and general queries to help teachers be aware but also give them space to spend more time teaching.
Find out more about chatbots in education here
Today, we talk about the power of linking the physical world to the digital world with bot technology. It is not complicated but using chatbots and voicebots to talk to a park bench or an animal in the zoo is really powerful. Why not talk to the animals?
This technology is now easily accessible and allows for not only a conversation with said park bench, but also in any language you like!! Using this for an engaging trip to the zoo or heritage site to asking your town centre visitors what they would like to see from the bench! The opportunities are endless and not reliant on anything more than the internet.
Today we have a guest, David Gadd from Vertical Plus and we discuss a very disruptive approach to eCommerce. Take what you know about managing your ecommerce and throw it out of the window. David and his team have a wholly different approach for businesses looking to scale their ecommerce sales.
Find out more about Vertical Plus here
And more about Disruption Works here
Today, we discuss how to enable and use the power of chat in Google Search and Maps.
This is a hugely powerful tool from Google that you should know about and it is free.
With additional resource and investment, you can leverage the power of Google to have this automated and as part of your overall communication strategy from the most influential channel of all. Google.
Find out more about development and chatbots from our team at disruptionworks.co.uk
Today, we are discussing the value of chatbots and how that is measured, we also touch on voicebots as the principle is the same.
But the benefits are a mix of very tangible financial benefits and ones that are intangible or a little more challenging to monitor if not impossible.
Find out more about voicebots and chatbots on our site here.
Slightly different episode today, we were at the South West Expo yesterday and we wanted to quickly chat about it and share our experience and what people were talking to us about.
Big should out to Significant Signs in Plymouth for getting us sorted at very short order.
This week, we discuss how chatbots and voicebots are revolutionising how businesses and organisations can reach out to their customers via broadcast messages and outbound automated voice bots calls.
We cover the fact that these can be used for a range of messages from reminding appointments or getting members to use a service to stop churn of customers, by engaging and encouraging the use of services like gym visits.
There are a range of costs savings and benefits to this approach, listen to find out more.
Find out more about chatbots and voicebots by visiting our website.
Today, we are all business, going back to basics on the conversation of chatbots. As part of our education push to help businesses understand what chatbots are and how they can be used in simple terms and will the basics covered.
- What is a chatbot?
- What are the benefits to a business?
- What are the benefits to a customer
- What is the difference between live chat and a chatbot?
- How is the content handled?
- AI/ML as part of chatbots, what is that about?
- What other options are there for businesses to take a look at?
Find out more about chatbots on our site.
Today, we talk about the challenges that any business is having when it comes to recruiting developers and the current demand outstripping supply. Developers are skilled and essential for the growth of businesses today, but it is a tough question to answer on how do you get your smart solutions built and deployed in business cost effectively and with continuity.
Find out more about development support here
Today we discuss the to various terms around voice and phone systems such as IVR, AA, Auto Attendants and Voice Bots and Automation. These terms are used quite extensively and it is a bit of minefield so here comes a bit of jargon busting.
We explain where you have come across them and what the difference is between the services in technology terms. So take a listen and lets us know what you think.
Find out more about voice bots here.
Also we include our client shout out this week for sketch London - an amazing Michelin star restaurant that it run by an absolutely amazing team. See more here.
We are discussing today lead generation using chatbots. It is something that we have not concentrated on in conversations to date, but is a very strong and useful element of chatbots that is a powerful addition to your overall effort to generate new business into your organisation.
We discuss restaurants and hospitality examples as well as how all the supporting journeys support and interact with this crucial part of any business.
Find out more about chatbots here.
We discuss today an exciting project using image recognition, that will provide identification of creatures from a snapshot taken and uploaded by a member of the public.
Apart from the awareness and engagement that our charity clients will see, there is the host of data that will be available from the usage around species patterns around the identification process.
Take a listen and see what you think?
See other development projects that we work on our website.
Today, we talk about voicebots in insurance and discuss a couple of effective use cases and how they have helped a real world case study.
We talk about the automation of claims journeys and even why the cancellation process can be a valuable journey to automate.
Especially with the changes in insurance regulation, the voicebots can add to your compliance and improve your customer experience.
We have discussed the benefits of taking in and answering queries with a chatbot, but we have evidence and experience of chatbots impacting the operational side of a charity.
This impact can be around volunteers or working with local partners with referrals in and out of the organisation.
Have a listen to the podcast to find out more, but if you are interested in chatbots, then follow the link.
We are excited to introduce Tom Houwing to the team at Disruption Works. Tom brings a huge history of expertise in voice and today we have a really in depth conversation about his experience of where voice and voicebots were and where they are today.
Tom, studied Music at the Conservatory of Rotterdam. In 1999, after 15 years within the music industry and – education, he switched career to speech technology, leveraging his past experience within the IT industry starting as Voice User Interface Architect at Speechtel Benelux B.V.
Tom has revolutionized dialogue design and created applications that are exemplary in terms of usability, conversational structured prompting, event-handling and audio design.
He is not only a true subject matter expert, but also one of the most appreciated visionaries worldwide.
In recent years services have expanded to ensure the integration of natural language and effective communication related to automation through ChatBots, VoiceBots, Websites, IVRs, Scripting, Manuals, AI and more.
We have all had really poor experiences with Automated voice phone calls, but the technology has moved on and we should no longer accept that as the standard.
We discuss today how and what we look at when making a voice automation more human. From conversational nuances to on brand voices.
Another instalment of the chit chat podcast with Sean and Steve, talking about today the challenge that is appointment management using Voice Automation. With people being very precious we have been set the challenge by a business this week of looking at the automation of the appointment journey. This challenge is actually quite easily managed with the right tech partner but there is a huge win for businesses that implement this as a solution.
We talk about that impact and the nuance of how the process can be used in any business that relies on appointment setting and the all important confirmation journey.
Welcome to 2022, we hope you are all well and we have picked an opener for this year around an Essential Chatbot for Gyms. We are all trying to get in a better shape in 2022 and to do that of course it seems like the whole world is heading to their local gym.
So how as a super busy gym can you get going with a digital helping hand and what does that look like in a chatbot?
Light hearted but passionate as always on this one and Sean is doing the talking (sorry about that!)
Take a look at this and any of the others in our ongoing series and of course take a look at our website at disruptionworks.co.uk for more about what we do and how we can help.
We talk about a few highlights of what we talked about in the podcast in 2021 and if they are still relevant at the end of the year and what is to come for the new year in 2022. We discuss the restaurants small talk and why the small stuff matters and has an impact as well as some other of the popular posts that we did this year around chatbots, voice automation and voicebots as well as RPA or process automation and of course development work.
Sean and Steve discuss how voice automation can be used across a few sectors in our podcast today. From being a lie detector to simply automating a booking. Take a listen at our bitesize podcast and see how voice is going to be the norm when it comes to convenient and available customer service operations.
With our guest speaker today, Ollie Jackman from Agile Comms. We are discussing the challenges for business and charities and how a simple but disruptive approach to how you view your comms can transform these communication challenges. This is a great opportunity to learn more thinking differently about your phone and comms systems with our great guest Ollie.
We are discussing how the use of technology such as chatbots, Google Assistant or Alexa can improve inclusivity to your services for generational, disability or ethnic minorities. These are absolutely huge portions of our society that may struggle with sight or hearing impairment or barriers such as language. Particularly as most services and support are assuming English as the language or deployment, there is a big opportunity to help or access our diverse communities by using technology as a bridge.
All our podcast are here: Podcasts from Disruption Works
Chatbots are there to do a job, but if they are hidden and not talked about, it is difficult to get the most use from it that your business could have.
We discuss how to increase the visibility of your chatbot to the audience that will prefer using this service and how to make sure that this keep working hard for your business or organisation.
Our increases in digital requirements especially around the changes in working habits and how digital operations are growing exponentially is a really problem.
We discuss briefly how and why there are not enough developers in the world, so you have to make the most of this resource and be smarter with how you approach requirements to get the job done via a diverse development team.
Sean and Steve chat about RPA and how you can start to shortlist and identify the processes that can be automated in a business. We cover some very simple and logical steps, but also do you start with a very large process or something simple?
We discuss today the perceived challenge of getting a chatbot live and how it can be much easier than it first seems. The technology and expertise is available and it can be leaned on to make this something that does not turn into a huge project.
Most businesses have a lot on their plates and projects in the pipeline that never seem to clear. But a chatbot is now needed more than ever before, so how can you make it happen and how much time does your team need to spend in it really?
Here we have another chit chat with Sean and Steve. Talking about Voice automation and explaining what it is and why it is different than simple automated IVR.
Discovering some really useful elements of a powerful voicebot and how that can help you to forget that you are speaking to a robot.
it is all in the detail as you will find out.
We have diverse societies and customer bases around the world or here at home, many do not speak English as their first language and why should they.
But the technology is there to help you to communicate and have a language with your customer in what ever language they speak. We talk about that today to explain how a chatbot can bridge the gap.
A conversation about how chatbots are being used in retail and how this impacts not only customer service but also the personalisation of the whole experience.
Here we are talking about the livechat service and how a chatbot can be used in a smarter manner when handing over to your human agents. This can transform your customer experience when managed properly.
On this weeks Podcast Steve and Sean talk about chatbots in charities and specifically the work we are doing for Age UK and what is surprising that has come out of this project, that we did not anticipate looking from the outside in.
Have a look at the chatbot case study if you are interested in finding out more.
RPA is a acronym that is bandied about a lot but what is it and how can it be used and why it is important to take a look at this technology. But what is Robotic Process Automation and how can it help your business.
A quick chat about poor chatbots and why they exist and what to do about it. It is not good for a brand to have a poorly conceived bot as a primary contact point, but it does not have to be like that! Oh a bit noisy this one - the trials of doing a podcast when the rooms are all taken!
Slightly technical conversation, taking an example of a multisite restaurant, how simple is it to capture the context of delivering different location information based on a user's behaviour and/or question within a chatbot.
Talking about the simple insurance cancellation journey and why this is a great candidate for voice automation. Helping an insurance brand take the long view and save money at the same time.
Find out more about Disruption Works at www.disruptionworks.co.uk
Sean and Steve chatting about how chatbots are being used for business continuity and talking about some real world examples that happened recently.
This real use case gives you pause for thought, when you find something not working as expected.
Find out more about Disruption Works at www.disruptionworks.co.uk
Talking about Live Chat and how that might work with taking the load off your call centres or staff taking incoming calls with the use of chatbots
Another short conversation that could just be interesting.
Find out more about Disruption Works at www.disruptionworks.co.uk
Sean and Steve talk about how a small conversation item in a chatbot can make a difference to the overall experience for a restaurant.
Basically we talk about trainers!
It is ok it is only 10 mins.
Find out more about Disruption Works at www.disruptionworks.co.uk