The public is riveted by artificial intelligence, but most people don’t have a clue what “AI” actually is. Media hype and populist stories confuse rather than clarify. How does popular perception impact the vast array of Silicon Valley companies building actual AI products and services? We spoke to leading entrepreneurs and executives to learn their unique challenges with … [Read more...] about AI Entrepreneurs Say “Faux AI Hype” Hurts Sales & Marketing Efforts
Business
8 Different Types Of Customer Service Automation Technologies
As automation becomes the best way to handle a growing business without the accompanying growth in customer service costs, increasingly more enterprise software vendors are entering this space. This diverse array of providers, from start-ups to large enterprises, can be categorized based on these 8 main offering types: 1. Contact Center SoftwareProviders in this … [Read more...] about 8 Different Types Of Customer Service Automation Technologies
The 8 Most Important Metrics In Customer Service
If you're applying automation or artificial intelligence to customer experience, you need to be able to benchmark whether or not technology is truly improving both your employee and customer experience. Here are the 8 key metrics that establish the efficacy of a customer service system.What Customer Service Metrics Should You Care About?1. Average Handle TimeThe … [Read more...] about The 8 Most Important Metrics In Customer Service
Best Practices In Implementing AI For Customer Care
Customer service is expensive for companies and often poor experiences for customers. Artificial intelligence can help mitigate some of these problems, but implementing successful automation at your company is no easy task, especially if you lack strong technical capabilities. Below are the key technologies and best practices employed by enterprises leading in customer … [Read more...] about Best Practices In Implementing AI For Customer Care
How Artificial Intelligence Is Used In Customer Experience Automation
Artificial intelligence and virtual agents promise improved user experiences and decreased servicing costs. These occur through several pathways.First, virtual agents can be used to ensure the customer is routed to the proper department. Virtual agents are conversational computer programs that interact directly with a customer without human intervention. They are also known … [Read more...] about How Artificial Intelligence Is Used In Customer Experience Automation
Common Pain Points In Customer Experience & Service
By 2020, customer care will overtake product and price as the number one way for a business to differentiate itself. This is the age of the customer, and companies must progress to meet changing consumer expectations. In the words of famed economist Arthur F. Sheldon, “He profits most who serves best”. Half of consumers will take their business elsewhere within a day as a … [Read more...] about Common Pain Points In Customer Experience & Service
7 Ways To Piss Off The AI Talent You’re Trying To Recruit
Pushy, slow, stupid, flaky.If you do a Google search for “Why are recruiters so…”, these are the autocomplete suggestions you’ll see. The industry doesn’t exactly have the best reputation.If you thought tech recruiters sucked, AI recruiters are even worse. To be fair, they’re not always entirely at fault. AI is a broad, complex, technical, and ever-evolving topic which … [Read more...] about 7 Ways To Piss Off The AI Talent You’re Trying To Recruit
Automating The Law: A Landscape of Legal AI Solutions
Legal technology, commonly known as LegalTech, refers to software that enable lawyers to do their jobs more efficiently and cost-effectively. Though very much an emerging sector, LegalTech already comprises a $16 billion market in the U.S and is growing. Undoubtedly the biggest change in this burgeoning market —taking lawyers by storm—is the rapid rise of … [Read more...] about Automating The Law: A Landscape of Legal AI Solutions
From Rice Paddies To Tech Centers: China’s Rapid Ascent In Innovation
Earlier this month, I had the honor of joining a delegation of Silicon Valley business leaders invited to speak at the International Big Data Expo, where Chinese tech luminaries Robin Li (Co-Founder of Baidu) and Jack Ma (Founder of Alibaba) keynoted. I visit China every year, but am stunned each time by the incredible year-on-year progress. I’ve literally seen rice paddies … [Read more...] about From Rice Paddies To Tech Centers: China’s Rapid Ascent In Innovation
The Art of Computer Conversation
What happens when you artfully blend storytelling with artificial intelligence? Done right, you might get a conversational bot smart enough to amuse and captivate us humans.Take it from animator, technologist, and former Pixar CTO Oren Jacob. Personally picked by Steve Jobs and Ed Catmull to lead the award-winning studio’s internal tech team, Jacob helped craft the moving … [Read more...] about The Art of Computer Conversation