Avoid These 3 Common Live Chat Mistakes

Posted by Jamasen Rodriguez on 9/12/17

Live Chat can be the most challenging support channel to execute well. Customers are expecting the same real-time response as phone support, however typing and juggling multiple conversations at once is slow. You aim to achieve the same attentiveness as email. However, the right way to talk to customers with instant recall can prove difficult.

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Biases in AI: Algorithms v.s. Data

Posted by Divya Susarla on 9/11/17

With A.I. being such a buzzword recently, so many misconceptions are being built about the technology. From articles talking about how Facebook had to shut down an AI after the system created its language, to the widely known Microsoft’s bot that became racist, A.I. is developing an illusion of being uncontrollable.

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Topics: Artificial Intelligence

Customer Service AI vs Chatbot

Posted by Jamasen Rodriguez on 6/23/17

We grade the intelligence of a software based on how well it can mimic a human being. There is even a test developers refer to in order to assess if the computer can trick a human into believing that it's human. The Turing Test. If you can’t distinguish between a human being’s reply and a computer’s, the computer is considered intelligent.

In today’s world, a chatbot that sounds like a human being belongs to one of two categories:

Rule-Based Chatbots

Consider the last time you sat through a long automated phone menu where you press 1 for Spanish, 2 for account info, 3 for ... etc. A rule-based chatbot is the same technology in chat/conversation format. When you start engaging with a chatbot, it offers you a few options, you select 1, 2, or 3 and the chatbot responds based on your choice. This chatbot has a pre-programed answer that guides the conversation to flow in a structured manner.

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Topics: Customer Experience, Artificial Intelligence

Artificial Intelligence 101: Everything You Need to Know To Understand AI

Posted by Jamasen Rodriguez on 6/22/17


This post was originally posted by our friends at Diamond.io

Sometimes it seems like every other website, app, or productivity tool is citing Artificial Intelligence (AI) as the secret ingredient in their recipe for success. What’s less common is an explanation of what AI is, why it’s so cool, and how companies are leveraging it to provide better user experiences. 

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Topics: Artificial Intelligence

Does Live Chat Rule Over Other Customer Service Channels?

Posted by Jamasen Rodriguez on 6/21/17

The customer experience department should have one main goal; to make it simple for customers to get their problem resolved as quickly and painlessly as possible. From all the different customer service mediums available to customers including email, phone, sms or chat, live chat is by far the easiest, fastest, and least obtrusive. Live chat requires zero behavior change for the customers since we all enjoy the easy of live chat in our personal lives. It's familiar, private, quick and, most importantly, convenient. Live chat is a customer service option that fits into the consumer’s lifestyle.

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Topics: Customer Experience