The Syndeo Podcast

Oliver Lennon

The Syndeo Podcast, hosted by Oliver Lennon delves deep into all things Conversational AI with some of the sharpest brains from the most innovative companies in the world of Customer Experience (CX). These are not a series of interviews, but conversations – a regular discourse designed to provoke, educate and enlighten business professionals with insights, learning and guidance on leveraging conversational AI to deliver meaningful CX. Music by chillmore from Pixabay read less

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E11: Conversational AI: Transformations and Challenges with Marina Ashurkina

E11: Conversational AI: Transformations and Challenges with Marina Ashurkina

In this episode host, Oliver Lennon is joined by Marina Ashurkina, a distinguished professional with over 13 years of Conversational AI industry experience. Marina has made significant contributions to the development of voice technologies like Siri and has been involved in various startups working on multiple exciting projects including, api.ai, a conversation platform acquired by Google in 2016 (now Dialogflow). She has also co-authored a book with Mike McTear, due for release in early 2024. The conversation delves into the practical aspects of AI and conversational design, exploring topics like regulations, the implications of hallucinations in large language models and the evolving complexity in building AI solutions. A significant focus is on the importance of prompt engineering and contextual understanding in developing these technologies. Marina and Oliver discuss the industry’s hype, the realities of implementing AI solutions and the future directions of Conversational AI, reflecting on the changes since the advent of platforms like Siri. Marina’s background in linguistics and translation, her early career startups and her experience at Huawei and other companies provides a rich context for her insights. The episode is an enlightening discussion for anyone interested in the current state and future of Conversational AI. Please note the book mentioned in this episode, which Marina has co-authored is called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents is available for pre-order on Amazon: https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1

Episodes

E11: Conversational AI: Transformations and Challenges with Marina Ashurkina

E11: Conversational AI: Transformations and Challenges with Marina Ashurkina

In this episode host, Oliver Lennon is joined by Marina Ashurkina, a distinguished professional with over 13 years of Conversational AI industry experience. Marina has made significant contributions to the development of voice technologies like Siri and has been involved in various startups working on multiple exciting projects including, api.ai, a conversation platform acquired by Google in 2016 (now Dialogflow). She has also co-authored a book with Mike McTear, due for release in early 2024. The conversation delves into the practical aspects of AI and conversational design, exploring topics like regulations, the implications of hallucinations in large language models and the evolving complexity in building AI solutions. A significant focus is on the importance of prompt engineering and contextual understanding in developing these technologies. Marina and Oliver discuss the industry’s hype, the realities of implementing AI solutions and the future directions of Conversational AI, reflecting on the changes since the advent of platforms like Siri. Marina’s background in linguistics and translation, her early career startups and her experience at Huawei and other companies provides a rich context for her insights. The episode is an enlightening discussion for anyone interested in the current state and future of Conversational AI. Please note the book mentioned in this episode, which Marina has co-authored is called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents is available for pre-order on Amazon: https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1

E10: Exploring Conversational AI’s evolution and impact: A conversation with expert Mike McTear

E10: Exploring Conversational AI’s evolution and impact: A conversation with expert Mike McTear

In this enlightening episode, Oliver is joined by Mike McTear, Emeritus Professor at Ulster University to delve into the evolving world of Conversational AI and its broader implications. With a career spanning over two decades in the field of spoken and conversational dialogue systems, Mike offers an unparalleled depth of knowledge and experience. As he nears the completion of his upcoming book, set for release in early 2024, he shares his insights on ethical considerations, advancements in foundational models, and the future trajectory of large language models in both academia and industry. The conversation also touches upon the rapidly changing landscape of AI technology, highlighting recent developments at OpenAI and significant industry shifts. Mike’s expertise shines as he discussed the practical applications and challenges of implementing these technologies in various sectors including customer experience and mental health support. This episode is a must-listen for anyone interested in understanding the current state and future potential of Conversational AI, straight from a seasoned expert in the field. Please note the book mentioned in this episode, which Mike is co-authoring is launching in February 2024. It’s called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents and can be pre-ordered on Amazon via this link - https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1

E9: The impact of Generative AI in customer service: a Google perspective with John Lush

E9: The impact of Generative AI in customer service: a Google perspective with John Lush

In this episode Oliver Lennon welcomes John Lush, an esteemed expert in the realm of customer service and experience. Boasting two decades of hands-on expertise, John’s prowess spans contact centres, CRM platforms, self-service tools, online chat, social media, mobile apps and IVR. His innovative approach and leadership skills have been instrumental in prominent organisations like Vodafone, Accenture, Eir Ireland and notably, Google. As Solutions Consultant at Google, John is responsible for improving the performance of Google’s worldwide support operations across a number of product areas. Gain insights from John as he shares the Google perspective on Generative AI and get an answer to the intriguing query: “Do you eat your own dog food?” John discusses agent productivity and self-service paradigms, evaluating the impact of Generative AI and other technological advancements. John also offers a visionary glimpse into the evolution of customer service over the next 20 years.

E8: Crafting conversations: a deep dive into Conversational design with Nat Walker, Vodafone

E8: Crafting conversations: a deep dive into Conversational design with Nat Walker, Vodafone

Join Oliver Lennon in this captivating episode as he catches up with Nat Walker, the Chatbot Experience & Linguistic Lead at Vodafone. With an impressive background in UX projects for giants like Google, Swarovski, and the Design Museum, Nat has been at the forefront of Vodafone’s Conversational AI product, TOBi, since 2017. Dive into the world of Conversational design as Nat sheds light on its significance, demystifies its core principles, and offers a rare glimpse into the inner workings of a typical Conversational AI project. Drawing from her wealth of experience, Nat outlines how she and her team have integrated Conversational design into Vodafone’s mobile app, enhancing user journeys like never before. Exploring the burning question of the era: “Will AI take our jobs?” Nat brings clarity to this concern, brilliantly articulating that it is not Large Language Models or AI that will replace us, but those who possess the skills to harness these technologies effectively. Tune in for an enriching conversation loaded with invaluable insights, as Nat imparts profound advice and shares practical tips that promise to reshape your perspective on Conversational AI.

E7: The Next Six Weeks, Six Months and Six Years: Exploring Large Language Models (LLMs) with Verint Experts

E7: The Next Six Weeks, Six Months and Six Years: Exploring Large Language Models (LLMs) with Verint Experts

Join host, Oliver Lennon and Verint Systems Inc’s AI experts, Ian Beaver and Scott Lindsay, in this enlightening episode as they delve into the world of LLMs. Ian, Verint’s Chief Scientist, and Scott, the Senior Director of Product Strategy for the Da Vinci AI Platform, bring their decades of experience together to provide a comprehensive understanding of LLMs and how they work. Prepare to be captivated by their insights and predictions as they discuss the future of LLMs and what lies ahead in the next six weeks, six months, and six years. Exploring the realms of ethics and legislation, they shed light on the uncertainties that await us. Additionally, they chat about the important role of the human-in-the-loop approach in refining and supervising AI models. This is an episode brimming with knowledge that you will not want to miss. Enjoy!

E6: The AI Awakening: LLMs, Conversational AI, and Exploring the Frontiers of Co-Bots with Evan Kirstel

E6: The AI Awakening: LLMs, Conversational AI, and Exploring the Frontiers of Co-Bots with Evan Kirstel

Join host Oliver Lennon as he welcomes B2B social media trailblazer and renowned tech influencer, Evan Kirstel to the podcast. With a strong background in enterprise tech, working with notable companies such as Philips and Oracle, Evan has dedicated the past decade to staying at the forefront of cutting-edge technology. Through his content creation and community building efforts, he has amassed an enormous following within the B2B tech sphere. In this captivating installment, Evan provides a unique and thought-provoking perspective on the world of AI. He delves into the value that LLMs and Conversational AI bring to the table, while also shedding light on the risks associated with these advancements. Furthermore, Evan explores the fusion of 5G technology with AI, highlighting the remarkable potential of putting more intelligence into everyday devices. In addition, he discusses the adoption of AI in the medical field and how ChatGPT is already revolutionizing the diagnostic process. Prepare to be captivated as Evan peers into the future, sharing his belief that within a mere five years, we will all have access to ‘co-bots’. Discover what this concept entails and envision the remarkable possibilities it holds. By the end of this episode, you’ll be left with a sense of awe and a profound appreciation for the incredible era we live in. A fascinating episode! Enjoy!

E5: The Engagement Capacity Gap and leveraging Conversational AI and LLMs for improved CX with Matt Pyke

E5: The Engagement Capacity Gap and leveraging Conversational AI and LLMs for improved CX with Matt Pyke

In this episode, our host Oliver Lennon engages in a thoughtful conversation with Matt Pyke, the Senior Director of Strategic Partner Business Development at Verint, a global leader in customer engagement. They discuss the ‘Engagement Capacity Gap’ and its significance in delivering exceptional customer experience. Matt chats about how this gap has widened in recent years and shares insights on how technology can serve as a bridge to this widening divide. With a focus on the transformative power of Large Language Models (LLMs) and Conversational AI Matt brings to light their capabilities in fostering richer, more personalized customer interactions. The episode takes some interesting detours when Matt reveals glimpses of his fascinating life off-duty in sunny California, including goat herding and his track cycling aspirations. An engaging and insightful conversation you won’t want to miss!

E4: Applying Conversational AI in the world of sales. And the maze of related technologies

E4: Applying Conversational AI in the world of sales. And the maze of related technologies

In this episode, Oliver Lennon is joined by Nicolas de Kouchkovsky, an expert in customer experience and customer-facing technology markets. Nicolas has extensive industry experience, having held various executive roles, including CMO in companies like Genesys and Alcatel-Lucent Enterprise. As a Fractional CMO with CaCube Consulting, he leverages this vast experience to help companies drive growth and innovation. Conversational Commerce from a sales and marketing perspective is an area he is currently focused on. During this episode, Nicolas and Oliver delve into the world of sales and conversational AI. They discuss use cases for conversational commerce and how it is transforming the sales process. Additionally, they explore the future of the technology and discuss related technologies such as Customer Data Platforms (CDPs) and their importance in creating personalized customer experiences. Nicolas also shares his thoughts on generative AI and its potential to change the industry. As they wrap up their conversation, the Rugby World Cup even makes an appearance. Don't miss out on this insightful episode that provides valuable insights into the world of sales and the rapidly evolving landscape of conversational AI.

E3: Applying the theory of Marginal Gains in the new world of Conversational AI with Dave Tainton

E3: Applying the theory of Marginal Gains in the new world of Conversational AI with Dave Tainton

In this episode, Oliver Lennon welcomes Dave Tainton, Senior Manager of Chatbot, AI and Voice within Vodafone to the show. Dave, also known as DT in the industry, has been a prominent figure in the CX space for many years and has worked with leading organizations such as Egg Bank, BSkyB, and Capital One. The conversation revolves around the concept of marginal gains and how to apply the theory in the new world of Conversational AI to drive business benefits. Dave shares insights on how to structure teams from an agile perspective, leveraging conversational designers and their scarce skills to drive results. A former international cricketer with the England indoor cricket team, Dave draws parallels between the world of sport and the business world, sharing lessons learned on how to use concepts such as marginal gains to achieve success. The discussion also touches on the impact and use of ChatGPT, even on its use in helping write Dave’s own wedding speech. Tune into this insightful episode and learn how to apply these concepts in your own organization.

E2: Evolution of self-service from IVR to Conversational AI with Daniel Hong

E2: Evolution of self-service from IVR to Conversational AI with Daniel Hong

Chief Marketing Officer at Minerva CQ, Daniel Hong joins Oliver Lennon to discuss the evolution of the contact center, discussing technology developments from IVR in the 1980s right up to modern day Conversational AI. Daniel has spent the last 20 years working in the CX and contact center technology and services space. A font of industry knowledge, he has worked for Analysts, including Forrester, Ovum and Datamonitor, and also contributed to publications such as the Wall Street Journal, the Economist and the Financial Times. Daniel shares his thoughts on contact center technology early adopters and laggards. He talks about ChatGPT and the potential challenges it brings and delves into empathy in AI. Daniel discusses what he thinks the next 5-10 years will bring and the importance of combining machine intelligence with human intelligence in the contact center.

E1: Technology innovation in the CCaaS space with Merijn te Booij

E1: Technology innovation in the CCaaS space with Merijn te Booij

Merijn te Booij, current EVP GM of the Employee Engagement Business Unit at Genesys joins Oliver Lennon to discuss technology innovation in the CCaaS space. Merijn is an industry veteran, having worked in the CX world for 20+ years and has enjoyed various senior roles in Genesys, including Chief Marketing Officer, EVP Product Strategy and VP Product Management. Merijn shares his perspective on the role ChatGPT will play in the industry and where he believes it can add real value. In his own unique and engaging style, he chats about empathy and ethics in AI, and gives his predictions on where the future lies in light of technological advancements. Listen out for the Barbie story!