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
Bots
The Most Successful Bot Company You’ve Never Heard Of
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
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 Software Providers 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 Time The … [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
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