Tag Archives: tobias goebel

Is Messaging the Final Frontier in Customer Service?

Is Messaging the Final Frontier in Customer Service?

Businesses have access to a number of different customer service channels, all of them serving one common purpose: meeting customer needs. In January, I provided a methodical analysis of these different channels, which showed how powerful a medium messaging is.

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Why Your Approach to Chatbot and IVR Projects Is All Wrong

Why Your Approach to Chatbot and IVR Projects Is All Wrong

Businesses today treat interactive voice response (IVR) and chatbots for customer service like any other IT project: gather requirements, define solution architecture, choose vendor, purchase platform, install/configure platform (the latter is still needed, even in the SaaS model), build IVR scripts on platform, test, deploy, end of project.

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Google Duplex’s Conversational AI Shows a Path to Better Customer Service

Google Duplex’s Conversational AI Shows a Path to Better Customer Service

Google Duplex, the artificial intelligence system (AI) revealed by Google CEO Sundar Pichai at the Google I/O developer conference earlier this month has been perceived as an outright miracle by some and an almost existential threat by others. With Duplex, Google Assistant can make phone calls  on behalf of users

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Does Your Company Need a Chatbot?

Does Your Company Need a Chatbot?

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 presence, and phone and email support — do we really need another channel? It comes down to

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How Robotic Process Automation Fits in Your Contact Center

How Robotic Process Automation Fits in Your Contact Center

Automation has introduced efficiency throughout enterprises for decades now.  One example comes from the world of customer service. Contact centers have long embraced automation in the form of Interactive Voice Response (IVR), much to the dismay of their customers.

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AI-Driven Enterprise Search Is Closer Than You Think

AI-Driven Enterprise Search Is Closer Than You Think

One of the biggest challenges of bringing artificial intelligence (AI) into enterprise search is simply getting it in the door.  The people building information management solutions have little interest in conversational applications.

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What it Takes to Deliver Successful AI-Driven Search

What it Takes to Deliver Successful AI-Driven Search

Artificial intelligence (AI) promises to deliver enterprises higher efficiency, increased accuracy and greater utilization of corporate information assets.  But these promises can only come true if the AI is built on a solid information architecture.

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How AI-Driven Search Could Bring Us Closer to the Intelligent Workplace

How AI-Driven Search Could Bring Us Closer to the Intelligent Workplace

Artificial intelligence (AI) isn't a new magic concept.  AI has been kicking around for a while now, though many associate the concept with Alan Turing, who introduced what we know as the "Turing Test " in a 1950 paper, "Computing Machinery and Intelligence.

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