A great episode with a real expert ! Klaus Failenschmid specialises in UI/Design Processes, chatbots & voicebots and linguistics in general and is Head of UX Chatbots and Interaction Technologies at Sabio.
Klaus tells us in this episode how these technologies can create excellent experiences for the customer and the agent and discusses their impact on the wider contact centre.
We also hear how Klaus was actually the first European employee of SpeechWorks – now Nuance – before joining Sabio and also we hear his thoughts around how he sees natural language understanding (speech context) impacting the contact centre and particularly the agent/customer interaction.
A great guy with really great ways of bringing his expertise to light.