Conversational AI for Everyone: Conversational Design Beyond Jargon

June 28, 2021/ Under Conversational AI,

In our human history, there are benchmarks that heralded our difference from many other creatures on this planet. Some of these benchmarks include discovering cooking and herbal medicine, forging iron, copper, and steel, or shifting from foraging to agriculture. Even before all of these, at some point, we began to talk and communicate in layered and specific ways. Communication was probably first physical (haptic) and visual (look at the cave paintings at Lascaux, France as concrete examples), and verbal in a basic sense. 

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Waterfield Technologies Joins Google Cloud Partner Advantage

Waterfield Technologies, a global leader in contact center technology solutions, today announced that it has joined the Google Cloud Partner Advantage program. The partnership enables Google Cloud customers to tap into Waterfield’s deep expertise in customer experience design, voice application development, and leading managed services program making it easy for organizations to launch natural, conversational experiences.

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Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time


Xcelerate’s Time-Based Routing (TBR) empowers system administrators to quickly build, edit and schedule call routing configurations through an easy-to-use, guided interface. It’s a powerful addition to the Xcelerate feature set that will come in handy in any number of situations. For example, you may want to route interactions to a different agent group during a special sale, or play a notification message for a holiday, or inform callers if you’re experiencing longer than normal hold times.

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8 Common Mistakes to Avoid When Implementing WFO

March 28, 2021/ Under Workforce Optimization,

Implementing a Workforce Optimization Suite can be exciting. However, planning for a smooth implementation can be time-consuming and challenging, especially when it comes to aligning expectations.

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Evaluate your IVR by asking these 4 questions

February 28, 2021/ Under Contact Center, IVA,

Customers develop a perception of your brand based on their experience with your IVR. 

Your IVR is one of the many faces of your brand and a significant component of your customer experience. However, many companies neglect to keep tabs on how their system is operating. That’s really not surprising. After all, how often do you call and engage with your own IVR system for customer service functions? Probably never.


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Voice and AI Chatbots: Using Intents and Entities in questions

January 14, 2021/ Under Conversational AI,

When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult, there are lots of descriptions out there on how these things are different. Intents are verbs, Entities are nouns, is the simplest and most common definition.

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Common Voice and Chat Script Problems – Part 2

December 3, 2020/ Under Contact Center, Conversational AI, IVA,

In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand and is good for business.

So, if you want to make an even bigger impact, don’t stop there! Let’s take a look at a few ways to make your IVR and Chatbots feel smoother.

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Common Voice and Chat Script Problems – Part 1

November 5, 2020/ Under Contact Center, Conversational AI, IVA,

Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels to make them easier to navigate and more customer friendly.

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Fostering Belonging in Remote City

October 8, 2020/ Under Support, Workforce Optimization,

In a season when many were forced to trade watercooler chatter at the office with Slack messages and company lunches with Zoom happy hours, many businesses have been surprised by the consistent and even increased efficiencies from their employees. As it turned out, the ease to which teams made the adjustment to remote work now has many businesses re-evaluating their long-term employee location requirements. 

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3 Tools Your Agents Need to Make Working from Home Successful

September 24, 2020/ Under Workforce Optimization,

For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20 minutes to 20 seconds, and athleisure became the new business casual. But as days turned into weeks and weeks turned into months, screen fatigue had set in and people began longing for a normal routine again.

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