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The Best of Applied Artificial Intelligence, Machine Learning, Automation, Bots, Chatbots

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How To Structure Intent In Chatbots And Gather Useful Feedback

December 14, 2021 by Fabio Chiusano

I recently collaborated on several projects involving chatbots and had the opportunity to discuss with industry experts about the main difficulties that are often encountered in this type of project. While it is becoming easier and easier to build conversational assistants, it looks like there are some problems that emerge systematically as the chatbot grows, as a consequence … [Read more...] about How To Structure Intent In Chatbots And Gather Useful Feedback

Why Bots Are So Difficult to Get Right

June 26, 2019 by Clement Tussiot

chatbots Salesforce

Most of today’s biggest companies have begun experimenting with chatbots, and many others are poised to follow suit. A recent survey found 56% of service leaders were actively looking for ways to integrate artificial intelligence, including chatbots. This surge in interest reflects the significant benefits this technology can offer: bots can save human agents time by providing … [Read more...] about Why Bots Are So Difficult to Get Right

Consumer Report Shows How Chatbots Accelerate Service & Improve Customer Journeys

May 17, 2019 by Mariya Yao

customer inquiries

Vanson Bourne and Bold360 powered by LogMeIn surveyed business leaders and consumers across the globe to understand how these groups view Customer Experience (CX), determine where there is still friction in CX, and define how emerging technology like Artificial Intelligence (AI) can help deliver better outcomes.Here are the key findings of the report:On average, less … [Read more...] about Consumer Report Shows How Chatbots Accelerate Service & Improve Customer Journeys

6 Technical Approaches For Building Conversational AI

September 10, 2018 by Mariya Yao

State of Conversational AI Mariya Yao

How do you order toilet paper online?If you were using a modern graphical user interface (GUI), you would:Go to your computerOpen up a browserType in Amazon, then type "toilet paper" into the search windowSuffer analysis paralysis over the gazillion selections that pop upMake a choice but then be confronted with more choices over how many packs to getSign in if you … [Read more...] about 6 Technical Approaches For Building Conversational AI

11 Powerful AI Tools You Can Use To Upgrade Your Customer Experience

August 6, 2018 by Mariya Yao

artificial intelligence customer service agent

After enjoying years of steady growth, your business suddenly sees your customer satisfaction scores sinking. What happened?When you investigate, you find that your customer support team is simply not keeping up with the volume of requests that they’re receiving. Customers have to wait two or more days for a first response, and they’re voicing their discontent in growing … [Read more...] about 11 Powerful AI Tools You Can Use To Upgrade Your Customer Experience

Automating Customer Support With Human-Like Virtual Agents (Interview with Rachael Rekart of Autodesk)

June 1, 2018 by Marlene Jia

Rachael Rekart Autodesk Ava Virtual Assistant Agent Chatbot Bot Customer Service Automation

As part of our AI For Growth executive education series, we interview top executives at leading global companies who have successfully applied AI to grow their enterprises. Today, we sit down with Rachael Rekart, Director of Machine Assistance at Autodesk, a software firm that provides specialized software for the architecture, engineering, construction, … [Read more...] about Automating Customer Support With Human-Like Virtual Agents (Interview with Rachael Rekart of Autodesk)

From Gloom to Glam: The Evolution Of Facebook Messenger Chatbots

October 2, 2017 by Mariya Yao

Facebook Messenger Chatbot Anand Chandrasekaran

Good things come to those who wait, but sometimes you have to ride out rainstorms to get your rainbows. In 2011, Facebook launched its Messenger platform and people gladly hopped in, forming an active community of around 600 million chatty humans by 2015. In April 2016, the social network opened Messenger to chatbots, conversational software programs driven by algorithmic … [Read more...] about From Gloom to Glam: The Evolution Of Facebook Messenger Chatbots

The Most Successful Bot Company You’ve Never Heard Of

July 13, 2017 by Adelyn Zhou

Xiaoi Chatbot Bot China Technology Pinpin Zhu

The world’s fastest supercomputers reside in China, not America. And, while the majority of the planet’s most valuable tech brands still carry Uncle Sam’s imprint, Chinese rivals tread not far behind. Alibaba, Tencent, Baidu, Xiaomi, and Huawei are just a few of the massive brands across the Pacific that rival the unicorns in Silicon Valley.In the emerging and … [Read more...] about The Most Successful Bot Company You’ve Never Heard Of

8 Different Types Of Customer Service Automation Technologies

June 13, 2017 by Marlene Jia

Customer Experience 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

June 13, 2017 by Marlene Jia

Customer Experience Automation Customer Service Metrics

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

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