The winning Omni-Channel Customer Experience

8 Oct winning Omni-Channel Customer Experience

winning Omni-Channel Customer Experience

I just saw this really interesting and eye-opening infographic on LinkedIn and had to share.

Some really interesting statistics on current customer behaviour and attitudes towards brands and communication with them. E.g.

  • The probability of successfully Cross-selling and Up-selling to a potential customer is just 5%-20%, but a whooping 60-70% with an existing customer. (So, watch it and respect your existing customers please!)
  • More than 63% of customer service enquiries are initiated through social channels (So, watch your social media streams!)

Read more here

2014 was mainly about the METALOGUE EU project!

27 Feb

Here’s the 2014 annual report for this blog.

The EU METALOGUE project definitely dominated the year!

Here’s an excerpt:

A New York City subway train holds 1,200 people. This blog was viewed about 4,900 times in 2014. If it were a NYC subway train, it would take about 4 trips to carry that many people.

Click here to see the complete report.

A.I.: from Sci-Fi to Science reality

17 Jan

Just found this very brief and illustrated History of Artificial Intelligence at and I couldn’t help but share it!

We have come a long way! (e.g. getting a Chatbot to pass the Turing Test and having to come up with a new test now!) But we also still have a long way to go until the dreaded Singularity moment comes!

A timeline of developments in computers and robotics.


Call Centre Training e-poll

11 Oct

As part of our METALOGUE project, we have created an electronic poll (e-poll).


Our goal is to collect actual real-world requirements from Call Centre professionals that will inform our system pilot design and implementation. Through this and a number of other e-polls, we are asking some basic questions on Call Centre Agent training goals, Call Centre Agent preferences, target functionality of an automated agent training tool, etc.

We are inviting anyone from the Industry, from Call Centre Operators and Managers, Agent Trainers, to Call Centre Agents (experienced and novice) to participate. Feel free to add your own input and comments.

If you can also use the Contact form below to indicate whether you are a Call Centre Operator / Manager, Trainer, or Agent (or all of the above!), we would be able to collect some data on the demographics of the e-poll respondents.

Thank you in advance!

Award to our METALOGUE Presentation Trainer!

26 Sep

Fantastic news!

Our EU project METALOGUE has won the EC-TEL 2014 Technology-Enhanced Learning Best Demo Award! Our METALOGUE Partners at the Dutch Open University (OUNL) demonstrated and won the audience over with their Presentation Trainer, a public speaking instructor which tracks and analyses the user’s body posture and movements, speaking cadence and voice volume, and provides instructional feedback on their non-verbal communication skills (sensor-based learning). Congratulations to our OUNL partners!

EC-TEL 2014 Best Demo Award

EU FP7 logo

METALOGUE: Building a Multimodal Spoken Dialogue Tool for teaching Call Centre Agents metacognitive skills

21 Jul


Since November 2013, I’ve had the opportunity to actively participate in the new EU-funded FP7 R & D project, METALOGUE, through my company DialogCONNECTION Ltd, which is one of the 10 Consortium Partners. The project aims to develop a natural, flexible, and interactive Multi-perspective and Multi-modal Dialogue system with metacognitive abilities, i.e. a system that can monitor, reason about, and provide feedback on its own behaviour, intentions and strategies, as well as the dialogue itself, guess those of its interlocutor,  and accordingly plan the next step in the dialogue. The goal is to dynamically adapt both its strategy and its behaviour (speech and non-verbal aspects) in order to influence the interlocutor’s reaction, and hence the progress of the dialogue over time, and thereby also achieve its own goals in the most advantageous way for both sides. The project runs for 3 years (until Oct 2016) and has a budget of € 3,749,000 (EU contribution: € 2,971,000). METALOGUE brings together 10 Academic and Industry partners from 5 EU countries (Germany, Netherlands, Greece, Ireland, and UK).


The METALOGUE research focuses on interactive and adaptive coaching situations where negotiation skills play a key role in the decision-making processes. Reusable and customisable software components and algorithms will be developed, tested and integrated into a prototype platform, which will provide learners with a rich and interactive environment that will help them develop metacognitive skills, support motivation, and stimulate creativity and responsibility in the decision-making, argumentation, and negotiation process. The project will produce virtual trainers capable of engaging in natural interaction in English, German, and Greek, using gestures, facial expressions, and body language.


Pilot systems will be developed for 2 different Sectors: Government and Industry. The corresponding user scenaria that have been selected are: a) Youth Parliamentarian Debating Skill Tutoring (for the Hellenic Youth Parliament) and b) Call Centre Agent Training (for multilingual UK Call Centres). Particularly for Call Centres, we have identified the following broad CC Agent training goals:

CC training goals

CC training goals B

These training goals translate into the following metacognitive skills that a Call Centre Agent needs to learn and which will be taught through the METALOGUE system:

CC training goals C

To this effect, DialogCONNECTION Ltd and myself are looking for UK-based Call Centres, preferably with multilingual agents, that would like to participate in the course of the project.


What we need from you

Ideally, we would get access to real-world Call Centre Agent-Caller/Customer recordings. However, simulated Trainer – Trainee phone calls that are used for situational Agent training are also acceptable (either already available or collected specifically for the project). 2 hours of audio (and video if available) would suffice for the 1st year of the project (needed by October 2014). By the 2nd year (Dec 2015) we would need a total of 15 hours of audio. The audio will be used to train the METALOGUE speech recognisers and the associated acoustic and language models, as well as its metacognitive models. We are looking for Call Centres that are either small and agile (serving multiple small clients) or large (and probably plagued by the well-known agent burn-out syndrome). Strict EU Guidelines for data protection will be applied on all the collected and all the published data (e.g. caller anonymisation, sensitive data redaction) and ultimately YOU determine what can and what cannot be published both during and after the project has ended.


What’s in it for you

  • Participation, input in, early access & evaluation of all intermediate pilots as they are developed (No need to wait until the end of the project like the rest of the world!)
  • Provide feedback, express wishes with regards to your own requirements for features and functionality (i.e. the pilots and the end system will be customised to your own needs!)
  • Full METALOGUE system at the end for free, customised to your needs and requirements (no source code, or speech recogniser, just the system as-is)


If I have sparked your interest, please get in touch by leaving a comment to this post or contact us through our company website. Here is a handy PDF with the invitation to Call Centres (METALOGUE Poster).


You can get updates on the progress of the METALOGUE project by connecting with us on LinkedIn and on Twitter. Watch the future happen now!


EU FP7 logo

2013 in review – 4,300 views! :)

12 Jan

The stats helper monkeys prepared a 2013 annual report for this blog.

Here’s an excerpt:

A New York City subway train holds 1,200 people. This blog was viewed about 4,300 times in 2013. If it were a NYC subway train, it would take about 4 trips to carry that many people.

Click here to see the complete report.


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