Insights
Ideas from the field
Articles, opinions and news on applied AI — from chatbots and LLMs to data and automation.
16 Oct 2026 · Paulo Nunes
Monitoring every customer conversation: how 100% quality coverage works in practice
How to review every customer conversation, human and bot, across all channels with AI. Five building blocks, a worked example and a first phase.
08 Oct 2026 · Paulo Nunes
How to choose the first process to hand to an AI agent
This article is about which process to start with, how to tell a good candidate from a risky one, and what the path from a first agent to several looks like.
01 Oct 2026 · Paulo Nunes
Exceptions ARE the work. Why rule-based automation has a limit.
Then you walk the floor and find people doing the same work they did five years ago. They open documents, read them, decide what they are, re-type the important parts and pass them on. The automation hasn't failed. There are just too many exceptions.
04 Feb 2025 · Two Impulse
Two Impulse & Alphalect.ai Team Up to Redefine European Patent Processes with AI
Alphalect.ai, a pioneering Legal-AIaaS startup, and Two Impulse, a leading Munich-based AI solutions provider, have joined forces to transform the European patent landscape.
30 Oct 2024 · Paulo Nunes
3 Spooky AI Myths... Debunked!
This rapid innovation is exciting, but it’s also a bit spooky. It's hard to keep up with the pace of innovation and stay informed, and some of the implications can feel unsettling. Here are three "spooky" myths about AI and a look at the real impact behind them.
16 Apr 2024 · Paulo Nunes
How Insurance and Financial Services can Benefit from LLMs
Unless you were cut-off from all technology news throughout 2023, LLMs probably ended up stealing all the AI buzz around you, just like they did for everyone else in the tech industry. In this article, I take a deep look into how these models can benefit Insurance and Financial Services. This includes RAG based Q&A applications, Underwriting, Claims and Fraud Detections, Investment Portfolio Mamagement, Sales and Customer Service.
25 Oct 2023 · Paulo Nunes
Chatting with Your Data: The Potential of Retrieval-Augmented Generation (RAG)
The rapid advancements in Generative AI, and specifically of Large Language Models, have given birth to numerous technologies, some of them promising to revolutionize the way we interact with data. In this article, we are talking about the potential for a direct dialogue with data, in particular, through Retrieval-Augmented Generation, commonly known as RAG.
25 Sept 2023 · Two Impulse
Two Impulse and Critical Software: United to Speed Up AI Excellence
It's with great enthusiasm that we share some groundbreaking news: Critical Software has acquired a stake in Two Impulse. This strategic partnership is set to revolutionize the Artificial Intelligence (AI) domain, combining Critical Software's impeccable industry knowhow with our AI expertise, promising innovative solutions tailored to the diverse needs of the digital age.
09 Aug 2023 · Paulo Nunes
The Transformation of Customer Service Through Large Language Models
The potential of Large Language Models in customer service is immense, offering a leap in quality and efficiency that far surpasses traditional methods. Let's go though what you need to know, including applications and how to start.
05 Jun 2023 · Paulo Nunes
How to use GPT-4 to Revolutionize Customer Profiling
Harnessing the power of AI has become increasingly significant for businesses, particularly in the e-commerce landscape where understanding the customer is key to success. OpenAI's GPT-4 presents a remarkable solution, providing insightful analysis of customer behavior based on purchase history.
15 Mar 2023 · Paulo Nunes
Generative AI & ChatGPT: How Responsible Are They?
Generative AI, or artificial intelligence that can create new content such as images, text, and music, has been a hot topic in recent days, months and years. Let's go through all you need to know, including ChatGPT and how it all relates to Responsible AI.
18 Dec 2022 · Paulo Nunes
The Impact of Large Language Models in Insurance
Large language models are a type of artificial intelligence (AI) that are trained on a very large dataset of text and can generate human-like text. This articles discusses the potential and impact of this technology in insurance.
21 Nov 2022 · Two Impulse
A New AI Powerhouse is Born - JAAI Group & Two Impulse partnership
The JUST ADD AI Group from Germany (JAAI), a specialist in AI-based software solutions and products, and Two Impulse, the Portuguese AI and Software Engineering company, have joined forces. Both companies will work closely together to jointly implement and sell AI projects and products in Europe and the Americas.
27 Oct 2022 · Two Impulse
Two Impulse joins forces with PipeCodes
Two Impulse and PipeCodes are now closer than ever. After 2 years of a very strong partnership, both companies have decided to take it a step further. It does not come as a surprise for anyone in both our teams. We have been making things happen together, and lovin’ it every step of the way. So, why not take what’s already great and make it even better? That’s why Two Impulse is proud to announce that it has acquired a stake at PipeCodes.
05 Sept 2022 · Two Impulse
Chatbot platform botario takes over ROBO-AI
Yes, our conversational AI and messaging product has been acquired by botario. It’s always hard to create something from scratch, care for it and then letting it go. But we are very proud of the product we have built over the years, of its quality and potential, and even more honored that a leading player in the industry has seen that as well.
26 Apr 2022 · Paulo Nunes
Why No-Code Chatbots are the Future
Chatbots are becoming mainstream in Customer Service. Many major brands have introduced some kind of chatbot on their websites in the last few years. These attempts have had different levels of success with many resulting in failure. But the technology has clearly evolved and the discipline as well.
19 Apr 2022 · Paulo Nunes
From FAQ to Ecommerce with ROBO-AI Conversational AI
Imagine you own an E-Commerce Website. You go to a competitor’s website to do some online shopping. However, the size you need isn’t in stock. You can ask the customer service chatbot when your size will be available on the website. Great! It will be available next week if you pre-order now. You place your order and put your phone down. You wish your own website had the same feature.
14 Apr 2022 · João Ricardo
5 Data Trends in the Energy Sector
The current wave of digitization is changing the face of the Energy industry in many forms. And data is definitely being shaped by it. After over a year establishing relationships with businesses in this sector for Two Impulse, I can share a few data trends that were noticeable.
06 Apr 2022 · Paulo Nunes
Meet the ROBO-AI Bot Studio
All companies want to provide the best customer service possible to their customers. After all, customers are the pillar of a company’s existence. And the happier they are, the better the chances for profits to increase. It’s a Win-Win situation. We, at Two Impulse, want to make sure that companies have the best tools to make it happen. That’s why we’re here to help them supercharge their customer service. And this time we are not only providing the tools to make great chatbots, we’re also helping companies to do it very easily and super fast.
11 Feb 2022 · Paulo Nunes
Chatbots: What you need to know
A chatbot (bot for short) aims to have a conversation by mimicking interactions between humans. In other words, a chatbot is a software that tries to automate conversations. Chatbots are typically available on a chat popup on a website, on a messenger application like WhatsApp or on a mobile app. Customer behaviour and companies’ necessity to remain competitive have supported the rising need for chatbots. After all, there are many applications for chatbots these days.
25 Jan 2022 · Marc Giombetti
How to Successfully Turn your Data Science Project into an AI Product (2/2)
In the first part of this article, we saw the different types of data science projects that exist and how they are fundamentally different. In this part, we are focusing on the most interesting type of data science project, the one which turns into an AI solution or product. But how can the efforts it takes to build an AI product be explained? Isn´t it more or less the same as a PoC after all?
21 Jan 2022 · Marc Giombetti
How to Successfully Turn your Data Science Project into an AI Product (1/2)
In this article, I am going to share my experience on how to turn your data science project into a successful product. Far too often, we see great projects be stuck in the Proof of Concept (PoC) or Prototype phase, because going live globally would mean redoing much of the work, changing the programming language or frameworks the model was built from, or even starting from scratch. Even the quality of the data science model, like results of precision and recall, may heavily differ from the results obtained during the prototype phase.
06 Jan 2022 · Marc Giombetti
5 Signs Your Company Is Serious About Digital
The recent COVID-19 pandemic has given a boost to the adoption of digital technologies throughout many industries. Most of the newly implemented technologies are here to stay. But what are the characteristics of a digital company? Does digital mean people can work from home via VPN? Does it mean the company has an app or a customer portal?
20 Nov 2021 · Paulo Nunes
AI in the Insurance Value Chain
Technology advancements and customer expectations are rapidly changing traditional industry boundaries. Platforms that connect offerings and ecosystems that connect services have emerged across industries. Insurers can embed their products into seamless customer journeys by tapping into an ecosystem. We live in an interconnected world where embracing ecosystems is crucial to reaching customers at the moment of need, whether that’s fostering direct customer relationships or integrating with organizations that own the customer interface.
30 Sept 2021 · Paulo Nunes
Is your data safe?
This may not come as a surprise, but there is a large tech company watching you (actually more than one). Even more so, if you use a smartphone. Let’s take a closer look at this.
14 Jun 2021 · Paulo Nunes
How to introduce AI in your organization
Why is so difficult to introduce AI in Companies? It’s our fault that seems difficult to introduce AI in organisations and companies. We (the AI industry) mythicise it. AI is not magic. What is mostly known as AI today, is actually Machine Learning. Machine Learning is a computation paradigm that allows one to “teach” a computer something, based on examples. We don’t teach the computer the theory, we teach it practical examples. And we do that long enough, until we are happy with how well the computer is doing, whenever a new example comes. That’s it. So, why is it so difficult?
30 Apr 2021 · Paulo Nunes
Digitization VS Digital from scratch
Instead of automating paper processing, shouldn’t we be eliminating paper documents and providing a customer experience that doesn’t require sending letters to the insurance? How much should we be investing in efficiency of old processes versus creating new digital ones? Where do we draw the line? This is the key question.
12 Apr 2021 · Paulo Nunes
Customer Service Automation: Pros and Cons
Customer service automation can help companies improve their support agent productivity. This can reduce the amount of time live agents spend with customers. Besides insulating businesses from high call volumes, it speeds up customer service processes and reduces human error.
07 Mar 2021 · Paulo Nunes
Why (most) chatbots suck
Do you like talking to chatbots? Do you feel cheated when you click that chat button, type a message and realise it is not a human sitting on the other side? Join the team. You are not alone. Most chatbots offer a poor user experience. If I asked you if you like interacting with chatbots, what would you say? Chances are, you would say no. Simply put, chatbots don’t offer a good experience to customers.
22 Mar 2019 · Paulo Nunes
Why you need chatbots and messaging in your business
In this article we’re going to explain why companies need messaging and chatbots in their businesses. To do that, is important to provide some foundations regarding customer behaviour and expectations. Hyper-connectivity is changing the speed at which everything is done, from the way we communicate with our friends and family, through evolving how we travel and work, to the way we shop and purchase goods and services.