VUX World: Helping Companies Improve CX/Agent Experience

Meet Kane Simms, the founder of VUX World, which acts as the front door to the world of AI-powered customer experience, helping business leaders and teams understand why voice, conversational AI, and NLP technologies are revolutionizing how humans live, work and get things done.

VUX helps executives formulate the future of customer experience strategies and guides teams in designing, building, and implementing revolutionary products and services built on AI and NLP technologies.

Initially, Kane used to make music and fancied himself as a rapper. He then immersed himself in a range of other things, from trying to sell music to putting on club nights and events. Eventually, he realized he didn’t know what he was doing and studied marketing to figure out how to build an actual business.

He then worked at a marketing agency for quite some time but found it to be boring as it was just about selling stuff rather than being useful. So, he moved to work for the government to affect people’s daily lives. Eventually, Kane got involved in user experience design, user research, and technology and managed digital transformation programs helping government organizations transform the way they deliver services.

Later he came across Alexa, which seemed to have a blend of everything, Kane had done before. “It seemed to play to my strengths of design, audio production, customer experience, and service design, and also the conversational layer has the potential to transform businesses fundamentally, which I was trying to do at the same time,“- he remembered.

Kane eventually started the VUX World podcast in 2018 to help learn how to develop and use conversational AI apps. Since he entered the market relatively early, he established a name for himself in the field of customer experience and automation using AI.

Helping Companies with Innovative Services

 Alongside its podcast and content, VUX World is a customer experience consultancy that helps companies improve CX/agent experience, increase revenue or save costs by utilizing emerging AI technologies like chatbots, voice bots, and natural language processing. VUX World helps businesses with strategic planning, training and skills, technology architecture, use case validation, proofs-of-concept, and end-to-end delivery of AI-powered conversational applications.

“Our main goal is to find the areas where AI tools can bring the most value to people. Fundamentally, we’re aiming to help improve customer experience and make people’s lives easier, help businesses solve fundamental problems relating to operations, service delivery, and being fit for the future,“- stated Kane.

When the Pandemic Encouraged Businesses to Better Utilize AI

 Kane believes the pandemic has supercharged digital transformation for many organizations and specifically for customer service; the need to make systems more efficient has become evident. It’s interesting to note from a customer service perspective on a regional level, depending on the expectations, companies needed to react differently. For example, the users in the US have a very strong opinion on customer service, and if expectations are not met, then companies face a problem. This is compared to the UK, where people may be annoyed by long wait times but could be more vocal about changes.

In summary, the pandemic encouraged businesses to utilize AI to solve some of those fundamental problems.

Tackling Challenges

 The primary challenge in AI is the lack of education and awareness, which means when most deploy solutions, they do without the appropriate resources, skills, and training. The outcome isn’t nearly as valuable as it could be and even contributes to giving AI technology a bad name. So, VUX World’s most significant challenge lies in convincing businesses that it isn’t as easy as buying an AI platform and automatically solving all of their problems. It’s about applying the right tools to the right use case, having the resources to make it a success, and designing the solution appropriately.

Additionally, there’s a lot of hyperbole in the market with false promises and over-inflated expectations.

“One of the most influential voice tech specialists in the world.”

How AI is Improving Customer Experience

 When used correctly, AI, and more especially conversational AI, may enhance customer experience while saving businesses money and time, ultimately benefiting both businesses and customers. Imagine a world in which a person can ask their nearest voice assistant for anything they need from a company on the planet, talk to any website or app, or use any messaging platform to ask any questions or get any issues resolved throughout the customer journey, all with the conversation being entirely mediated by AI. Businesses could simplify every aspect of their operations, offer exceptional value, completely change the way business is conducted, and adopt the user-friendly, most customer-focused business model.

Mission and Vision

 VUX World’s primary mission is to create a world where humans are not hampered and limited by technology but where technology makes people’s lives easier, better, and more fulfilled. It will do that by ensuring that every business on the planet that utilizes emerging technologies such as AI does so responsibly and in a way that’s fundamentally beneficial for users, and that helps transform and future-proof businesses.

“In the next few years, AI is going to balloon into an industry and practice in of itself, and we will be there to guide the practitioner’s business leaders in how to utilize best practices and get the most value. Think of us as a Gartner or Forrester, but with a specific specialism in conversational AI,”- said Kane.