Conversation Analysis reveals what truly unfolds in business conversations — far beyond the binary "won/lost" label common in sales. A powerful reminder that the "best" outcomes often transcend immediate closes, turning apparent losses into stronger, trust-based wins later.

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Today, this paper from almost 30 years ago has clear practical value, as doing this right might be the difference between success or failure of voice agents that do customer service, sales, and other conversational tasks.

Understanding that conversation analysis of voice calls can achieve good enough quality by relying on transcripts alone saved us a lot of time at Loris when we were expanding from supporting digital (chat like) channels to voice. We could reuse all the technology we already had.

At the first glance, this is such a weird feature of human conversations. But it is not that weird. The speaker is managing both the attention of the other participant, making sure that they are ready to receive their own and their own fear of rejection by a kind of warm up.

And of course when the participants ignore the real meaning, it creates funny moments: Q: "Can you hand me the pen?", A: "Yes, I can" (no action).

Word choice matters: Saying "I want to talk to you" in a tense and strained situation may be rejected as intrusive. However, saying "I want to speak with you" would be perceived as respectful and thus accepted. #ConversationalAI #ConversationDesign #ConversationAnalysis

my deep thinking over a box of documents for shredding

The "use their name often" sales tip is a myth. Fake familiarity from reps feels inauthentic—we don't know each other. Skip forced rapport, just help accomplish the goal. #ConversationalAI #ConversationDesign #ConversationAnalysis

To converse is human. Thoughtful, intentional conversations can save the world. Reckless conversations antagonize and cause conflicts. The book "Talk" by @lizstokoe elucidates just how much we act through words. #ConversationalAI #ConversationDesign #ConversationAnalysis

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What if... ➡️ you could train an LLM to beat GPT-4 for your use case? ➡️ and, that LLM was open-source and <1% the size of GPT-4? ➡️ and, you could do it for free? If that sounds appealing, then don't miss our virtual workshop - free compute included! https://t.co/xSONeCWSZg

A clear use case for AI is idea generation. The evidence is strong across many studies that AI (GPT-4, Claude 3, Gemini Advanced) can help boost human creativity & the costs of getting bad answers is low. My Innovator GPT: https://t.co/Jha0oT9DIj More:

Is Cosine-Similarity of Embeddings Really About Similarity? Netflix cautions against blindly using cosine similarity as a measure of semantic similarity between learned embeddings, as it can yield arbitrary and meaningless results. 📝 https://t.co/rbtsmXQ19s

New details show a pattern of rape and mutilation against Israeli women by Hamas in the Oct. 7 terrorist attacks, a New York Times investigation found. https://t.co/FrChcRLvYC

Always thrilled to learn something new from an EconTalk convo. This week's episode with @havivrettiggur is special because I learned many things. I gave it an unusual title because I don't want you to miss it. Please RT:

Extraordinary video in which a Jewish student highlights the extent of antisemitism on campus at @MIT. Elite universities and their DEI bureaucracies have failed us. https://t.co/X2lX9sMw8l

"I know everyone loves the underdog.. The poor and helpless underdog. Well, sometimes, the underdog is, in fact, helpless. ...And sometimes the underdog is a sadistic maniac who tries to decapitate people with a shovel."

I will never forget the testimonies I’ve heard today at the UN about the brutal rape, sexual assault, and murder of Israeli women during the Hamas massacre on October 7th. It’s horrific and disgusting and must be shared with the world. Don’t remain silent about it; you can watch

Seriously though, Oakland City Council! Denying what happened and explicitly refusing to condemn Hamas in the resolution...?!