A blog about teaching robots to talk

Keep up-to-date with the latest IVR news, technology and conversational developments with the VoxGen blog

AI can’t solve your customer service problem. Here’s why.

Everyone’s talking about AI. Like ‘the cloud’ numerous years ago, if your product isn’t powered by AI forget it. If you believe everything you read you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants and IVR systems (which, unfortunately, it isn’t).

Design IVR Conversations not Call Flows

Planning any type of automated customer communication can be tricky, but in the voice channel...

IVR User Experience Testing

I’ve often been asked why user testing is so important. It’s an activity that is embedded in our...

Designing conversational AI chatbots and what we can learn from IVR

Conversational AI chatbots are a hot topic. Looking at our Twitter and LinkedIn feeds, the...

Improving the IVR Experience with Personalization

Personalisation has been a hot topic in IVR Customer experience (CX) circles over the last...

Start with the caller: why UX research is vital to great IVR

Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it...