chatbots

What Comes Next for Chatbots and Customer Experience

PHOTO: Teacher Traveler Chatbots are a simple and fun way to help shoppers find what they are looking for and enhance their online customer experience. Thanks to recent advances, web developers are now creating chatbots that are ever-more human, aiding the flow of communication by recognizing verbal patterns and interpreting non-verbal signs. Chat applications such as WhatsApp and Facebook messenger allow...

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Why I Hate Customer Service Chatbots

PHOTO: bebeplace My recent experiences with artificial intelligence-powered chatbots, especially those used for customer support, have left me feeling irritated rather than amazed — and I don't think I'm alone.  How do I hate chatbots? Let me count the ways:  Chatbots Want to Talk Your Ear Off If I chat with a human being, I can express complex issues and speak in...

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A Good Chatbot Is Hard to Find

PHOTO: 수안 최 I am currently yelling in frustration at the chatbot on the website I am visiting, and it doesn’t seem to care. While I recognize that chatbots and conversation-driven marketing and sales platforms can be highly beneficial for B2B sales, they are a major source of frustration for the average B2C customer experience — because chatbots cannot establish relationships, display empathy,...

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How to Start Your Digital Transformation

PHOTO: SpaceX Digital transformation relates to the change associated with the application of technology, but it isn't just about adopting new technologies. Digital transformation is also about how these new technologies affect the way we work, who we work with, and how we create value. You probably already have some form of digital transformation going on in your organization. Process automation is...

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The Intelligent Workplace’s Promise and Pitfalls #DigWorkChat

PHOTO: Ida Kammerloch Artificial intelligence has been making its way into the workplace for a few years now, whether in the form of AI-driven search platforms, rudimentary chatbots or voice-enabled assistants. But with the promise of AI comes some caveats.  As much as we hear businesses proclaim the power of AI to augment employee effort, workers are wary of the potential loss...

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Boosting Productivity in Office 365 Through AI

PHOTO: Bill Jelen Office 365 is an ever-changing ecosystem of tools designed to address all kinds of business needs. The tools and services help us stay organized, communicate, automate tasks and more. And while the existing tools can help boost productivity on their own, organizations can also customize Office 365 applications to tailor productivity enhancements to their own needs. Artificial intelligence (AI)...

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The Intelligent Workplace Couldn’t Come at a Better Time

PHOTO: Knight Center for Journalism The pace of change, especially technological change, is moving faster than ever. As technology advances, it continues to become more capable and accessible, leading to disruptions in both our personal and professional lives. The effects of technological disruptions aren’t subtle, and that’s especially evident in the workplace. There’s been a four time increase in people...

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Chatbots Belong in the Workplace (Provided They’re Well-Designed)

PHOTO: jens johnsson Chatbots, or conversational user interfaces, allow people to interact with systems in more human ways. In the workplace they promise to tackle information overload, simplify services and lighten the load of repetitive tasks using rules and artificial intelligence (AI). The rapid development of AI promises a future where bots will run routine tasks better and cheaper than humans.  This,...

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Does Your Company Need a Chatbot?

With so many communication channels already in play, how can a business decide if it needs a chatbot? A way to decide when and where you might want to deploy one. PHOTO: Rob Cruickshank If you're in customer service or marketing, you hear a lot about chatbots and messaging, but you might ask yourself: Does my company need this? We have a website, a mobile app, a social...

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We Need to Build Accessibility Into Our Digital Workplaces

As our reliance on technology increases within the digital workplace, are we at risk of disenfranchising part of our workforce? PHOTO: Brian Suda According to the 2010 U.S. Census, one in five people have some form of physical or cognitive disability. And yet as of 2016, only 17.9 percent of people with disabilities were employed, compared with 65.3 percent of people without a disability. Nevertheless chances are at...

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