Designing conversational AI - The 5 decisions you need to make
With the surge in voice-controlled devices, conversational interfaces for virtual assistants are...
Why Callers are Falling Out of Love with Telephone Customer Service
New research from the UK’s Institute of Customer Service says more customers rely on telephone...
VoxGen Supports Mens Health in Movember
Our own Tony Blackburn, head of development, is growing an awesome moustache as part of the...
Don't Lose Customers Over a Prolonged Omni-Channel Adoption
Switching to omni-channel customer service may seem like a major undertaking – but big plans on...
How small data can make a huge difference to your IVR experience
Customers are happier when brands know what they want and tailor their service accordingly. It’s...
#IVRFAIL: Angry Tweets as IVR call containment strategies backfire
How far should you go to try to contain calls within the IVR? These angry tweets show it’s a...