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Chatbots are a hot topic. Looking at my twitter and LinkedIn feeds, the interest and excitement that is bubbling around this area is vast. Having worked in conversational user experience (UX) for the past 12 years, it’s exciting to see that the industry is experiencing a rapid growth, and delving into emerging technologies like bots and agents.

Topics: Chatbots, IVR Futures

By Helen Casewell
June 19 2017

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Are intelligent assistants like Siri and Alexa the next big thing in customer service? It’s starting to look that way – but the customer experience has to be right.

Topics: IVR Futures, featured

By Kerry Robinson
August 10 2016

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If you’re interested in where human computer interfaces are going and you haven’t seen Spike Jonze’s latest film, ‘HER’ yet; stop reading this and go to the movies now. It’s a fascinating, cautionary tale of a man who falls in love with his automated personal assistant named Samantha (the voice of Scarlett Johansson).

This is categorically not SIRI....

Topics: IVR Futures

By Kerry Robinson
April 14 2014

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There’s been a lot of talk in technology and usability circles about whether virtual assistants like Siri and Lexee, to name just two, are the ‘new interface’. But I think there’s an even more fundamental business model question to consider.

Topics: IVR Futures

By Kerry Robinson
November 20 2012

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Let’s face it. Siri’s great when it works, and rubbish when it doesn’t. Me: “Remind me to call Simon tomorrow morning at 9” – Siri: “OK, I’ll remind you”. Sorted. But it’s not always like that. Every now and again I say something that should work and I get something garbled and stupid back, or an even more annoying: “Sorry, I can’t do that right now, try...

Topics: IVR Futures

By Kerry Robinson
November 15 2012

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