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VUX World

Kane Simms

Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.


We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.


“One of the most consistently insightful and deeply respected podcasts in the industry”

Bradley Metrock, Score Publishing

Hosted on Acast. See acast.com/privacy for more information.

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  • 22 episodes
  • weekly
  • Avg 46 min
  • English

Episodes 22

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  • March 13 · 57 min

    The realities of deploying generative AI in customer support with Alia Azim, Citation Group

    Generative AI is changing how customer support chatbots are built, deployed and measured. In this episode, we sit down with Alia Azim, Product Lead for Chatbots at Citation Group, to discuss the company’s shift from traditional NLU chatbots to generative AI conversational agents. Alia brings a wealth of experience in conversational AI, including time spent at Lloyds Banking Group, and she gives us an honest account of what it actually looks like to move from NLU-based chatbots to generative AI in a real business environment. Citation Group provides HR, compliance and business services for thousands of small and medium businesses. Supporting those customers means handling everything from platform troubleshooting to account access issues. Alia explains how their team rebuilt the chatbot strategy around generative AI, focusing on specific use cases, improved knowledge management, and outcomes that actually resolve customer problems. We explore the limitations of traditional intent-based bots, why generative AI dramatically changes how conversational systems are designed and why success metrics like containment are being replaced by resolution rate. We also get into the debate around whether conversation design is dead. Designers and engineers still play a critical role, but the work now focuses less on building rigid flows and more on shaping AI behaviour through guidance, knowledge design and customer journey thinking. Show notes Follow Alia on LinkedIn: https://www.linkedin.com/in/aliaazim/ Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.la/scale Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

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  • February 20 · 42 min

    AI agents with salaries: Inside the “Cloud Employee” model with Gabe Larsen, Atonom

    What happens when AI stops being treated like a tool and starts being hired like an employee? In this episode, we sit down with Gabe Larsen, Chief Revenue Officer at Atonom (formerly known as Signals), to explore a bold reframing of AI agents as “cloud employees” hired on salary to perform specific job roles. Rather than selling software seats or charging per conversation, Atonom packages AI as role-based digital workers. You hire an AI SDR, a customer service rep, or a recruiter. You coach them and you measure their output. And if they do not perform, you let them go. Gabe explains why the traditional SaaS model failed to deliver outcomes, how AI agents are shifting from tools to teammates, and why pricing AI like a human employee simplifies adoption. We dive into multi-channel AI employees, autonomous multi-agent systems, role-based templates and the realities of scaling AI across sales, customer service and recruiting. Gabe also shares his views on the broader AI market, where Signals sits relative to other AI players and why he believes multi-channel autonomy is a key differentiator. Show notes Find out more about Atonom: https://atonom.ai/ Follow Gabe Larsen on LinkedIn: https://www.linkedin.com/in/gabelarsen Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.la/scale Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

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Showing 21–22 of 22 episodes