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
Bots
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
Chatbots Go Cha-Ching: The Looming Impact of AI in Finance
From minting coins to dispensing greenbacks on ATMs, the love affair between money and machine goes a long way back. The pervasive influence of technology in how we create, exchange and store money treads a colorful history — replete with culture-shifting innovations such as cash registers, magnetic credit cards and mobile wallets.The romance is far from over. With recent … [Read more...] about Chatbots Go Cha-Ching: The Looming Impact of AI in Finance
Balancing Machine Learning And Human Intuition In The Travel Industry
Travel planning is incredibly stressful. Between researching options, paying for bookings, and organizing your itinerary, you may also have to contend with the risk of being beaten and dragged off planes.Machine intelligence can alleviate some of the pain points for both you and the travel companies you book with. Perhaps no one knows this better than Giorgos Zacharia, CTO … [Read more...] about Balancing Machine Learning And Human Intuition In The Travel Industry
4 Approaches To Natural Language Processing & Understanding
In 1971, Terry Winograd wrote the SHRDLU program while completing his PhD at MIT. SHRDLU features a world of toy blocks where the computer translates human commands into physical actions, such as “move the red pyramid next to the blue cube.” To succeed in such tasks, the computer must build up semantic knowledge iteratively, a process Winograd discovered was brittle and … [Read more...] about 4 Approaches To Natural Language Processing & Understanding
100 Best Bots For Brands & Businesses
You’d never expect Mark Zuckerberg, king of social networks, to publicly admit that “messaging is one of the few things that people do more than social networking,” but the evidence is now indisputable. In 2015, Business Insider reported that messaging apps overtook social networks in popularity.Since then, every major messaging product - from Messenger to iMessage, Slack … [Read more...] about 100 Best Bots For Brands & Businesses
Answer These 5 Basic Questions Before You Build A Chatbot
Here a bot, there a bot, everywhere a chatbot—there's no denying that chatbots are drawing a great deal of attention lately! You may be asking yourself, "Is now the right time for our business to hop on the chatbot bandwagon?"If so, you're not alone: Many companies are exploring the benefits of using bot technologies to support all kinds of business use cases. Just take a … [Read more...] about Answer These 5 Basic Questions Before You Build A Chatbot
Bringing Bots To Life With Artificial Intelligence
Any video gamer knows how boring NPCs (non-playable characters) in digital worlds are. Their behavior is simple and predictable and their words entirely scripted by a staff of writers. This makes them uninteresting opponents and unsatisfying companions.We’re far more likely to emotionally attach to lifelike characters, like the emo robot sidekicks in the Star Wars … [Read more...] about Bringing Bots To Life With Artificial Intelligence
4 Critical Steps To Maximize Chatbot Retention & Engagement
To survive, businesses need to find and engage customers. To go beyond survival and achieve success, they need to both grow an audience and retain customers over time. A post-mortem analysis of over a hundred failed companies found that the inability to identify the right market and genuinely connect with customers caused them to fold up and implode with a whimper. … [Read more...] about 4 Critical Steps To Maximize Chatbot Retention & Engagement
9 Critical Decisions Behind Successful Customer Service Bots
Customer service is one of the most popular business applications of automation and bot technologies. Applied successfully, chatbots not only cut costs, but improve customer satisfaction. In contact center environments, chatbots can reduce the Average Handle Time (AHT) per contact, increase First Contact Resolution (FCR) rates, reduce escalations to higher-cost channels, and … [Read more...] about 9 Critical Decisions Behind Successful Customer Service Bots