Hey there - Happy Saturday! 

We're just getting back from The World Aviation Festival in Lisbon, Portugal, where our CEO spent the last few days chatting with some truly awesome people in the airline, airport, and travel tech industry. Lisbon was gorgeous, but we're excited to get back to the northeast fall weather and debut some new features!

Also, while we didn't win HubSpot's Million Dollar Pitch Competition, we did want to say a big thank you to everyone who wished us luck and supported us along the way. We greatly appreciate all your support.

Ok, let's get into it! 

New feature with all the "feels"  😱

Generative AI Enhances Emotion Detection And Response

There’s a difference between the customer who calls in and says, “Hello, I'd like to dispute a charge on my card,” and the customer who calls in and says, “Help! My card has been hacked, I'm worried. How do I dispute charges?” 

So why do we treat them the same in automated voice and chat conversations? 

Conversations by NLX now enables brands to offer empathetic responses to customers' frustrating situations by using pre-approved prompts to safely reframe AI-generated responses. For example, the prompt "I can guide you to dispute your charge" can be transformed into a more compassionate response, such as "{Bank} is here to support you. I'll guide you through the next steps to dispute the charges you mentioned."

Building trust 🛠️

Bots should sound like, well, bots

A recent study by PWC shows that trust is crucial in consumer buying decisions. Failure to disclose that a bot is a bot to your customers can sew customer dissatisfaction and distrust, ultimately fueling a decision to switch to another product or service. 

Furthermore, you’re also playing with your customers’ time, which is incredibly valuable and should be treated as such. Most people interact differently with bots than they do with humans. So, when customers enter your customer service pipeline, it should be clear if they’re speaking to a bot or a human so they can use their time most effectively to interact. 

And finally, the law requires you to be transparent. As an article from Zendesk points out, The “B.O.T law” requires companies to inform customers in California when they’re talking to a chatbot instead of a human. 

It’s for these reasons that we advise the companies that we work with to be forthright with their customers: It needs to be immediately apparent or stated that they are interacting with a virtual assistant. This process builds trust and often helps inform the customer on how to interact for the best results leading to a better experience. 

What we're reading 📚

We're big pet 🐕🐱 fans here, so you can just imagine how excited we were to read about the "AI and the Doctor Dolittle challenge" from in Current Biology! In the article, a research team probes the nuances of animal intelligence, communication, and the potential and limitations of AI capabilities. Maybe we'll be able to speak to some of our NLX pets pictured here eventually! 

Thanks for reading!

Be sure to follow us on social for more updates.