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

Poor Customer Service Will Cost Companies More than $1 Trillion.

Posted by Jamasen Rodriguez on 6/12/17

Don't be a statistic. Poor customer service costs your organization a lot of cash. So much so that based on research done by Accenture, 52% of consumers have switched service providers in the past year due to poor customer service.  This shows that if your organization doesn't provide a great customer experience, customers will leave for your competitors. This "service hopping" will end up costing companies $1.6 trillion!

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Topics: Customer Experience, Artificial Intelligence