Friday, February 27, 2015

The Evolution of Virtual Customer Assistants

A look back at the advances Virtual Agents have made in the past 20 years.


Photo Credit: dailygalaxy.com
Virtual Agents have become a part of the mainstream culture now. Just take a look at Siri, Google Now, Cortana, and many other large brands are starting to follow suit and acquire Artificial Intelligence companies. As a company with over 15 years of experience working within the Virtual Agent space, noHold has constantly been advancing our technology to fit with the times. Here is a brief recap to show you how far Virtual Agents have evolved since their inception:


1. A Virtual Agent (VA) can get data only from its own database
2. VA can leverage content from other databases
3. VA can integrate with back office systems
4. VA can connect to external devices
5. VA leverages context intelligently by being super connected

As you can see, Virtual Agents have advanced tremendously.Going from only being able to retrieve data from their own database, to leveraging information intelligently from multiple sources is incredible. [Click here to read how noHold helped a global giant move from traditional support to leveraging a Virtual Agent for more complex issues.]

What do you think the next step will be in the evolution of Virtual Assistants? Is your company noticing the upward trend in Artificial Intelligence use and what are they doing about it? Let us know your thoughts in the comments below. 
Cheers!

Thursday, February 19, 2015

ViewSonic Leverages noHold A.I. for Next Generation Customer Service

The company continues its 13 year relationship with noHold


MILPITAS, CA, February 19, 2015 - noHold, Inc. is excited to share that ViewSonic Corp., a leading global provider of visual solution products, has decided to continue its relationship with noHold. ViewSonic and noHold are dedicated to being innovators and share a passion for creating a cutting-edge customer support experience.

Before Virtual Customer Assistants (also known as Virtual Agents) became popular, customer-centric brands like ViewSonic, were already seeing the need for 24x7 interactive web support. The company launched its first Virtual Assistant on its support site in 2002. Although this form of self-service technology was new to the market, ViewSonic was already seeing the benefits:
  •     reduction of calls in their call center
  •     ability to launch new products without the need to increase support headcount
  •     increased overall customer satisfaction.

Today, the ViewSonic Virtual Assistant answers questions and offers troubleshooting about the company’s innovative display and cloud products, while capturing actionable metrics related to customer behavior.

“We value our partnership with noHold and will continue to collaborate with them to meet and exceed our customer service needs. Based on our data, a segment of our customers rely on the convenience of virtual agent tools and has trended upward over the last 10 years. InstantSupport has been instrumental in our efficiency to provide that instantaneous solution to our savvy users,” said Michelle Toda, Customer Care Manager of ViewSonic Corp.

“Artificial Intelligence is becoming more and more part of our daily life and ViewSonic is leveraging this trend to continuously improve customer satisfaction. noHold will continue to provide the technology that empowers ViewSonic to engage its customers effectively and on their own terms,” said Diego Ventura, CEO of noHold.

About ViewSonic
Founded in California in 1987, ViewSonic is a world leading visual solutions provider.  As an innovator and visionary, ViewSonic keeps the world connected with a portfolio of professional level visual solutions that enhance the way we compute, collaborate, communicate and connect. Our products include LED monitors, interactive commercial displays, touch displays, projectors, thin client, zero client and smart displays. To find out more about ViewSonic, visit viewsonic.com.      
  
About noHold, Inc.
noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based self-service solutions with a mission to deliver real answer to real questions – real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer support into cognitive customer interaction. noHold customers include Toshiba, Lenovo, Cisco and a host of industry leaders. More information can be found at www.nohold.com.

Press Contact:
Veronica Cech
Marketing Associate
408.946.9200 ext. 356

Friday, February 13, 2015

Customer Loyalty Proven to be Just as Important as Acquiring New Customers

Expanding your customer base is important to any business, but customer retention can be equally as important. Figures show that "repeat customer spend 33% more than new customers" (LivePerson Twitter) and "65% of a company's business comes from existing customers, and it costs five times as much to attract a new customer than to keep an existing one satisfied." (camfoundation.com) The question is, how do we get customers coming back for more? 

One solution is for your brand to provide world-class customer support. We have worked with top named brands for years to help them create an excellent customer experience for their audience. Throughout the years, we have found that Virtual Agents are effective support tools for increasing customer satisfaction and reducing support costs.

What is your company's strategy for customer loyalty? 
www.nohold.com

Tuesday, February 3, 2015

Microsoft’s Virtual Assistant, Cortana, Shows up on Windows 10 PC’s

Photo Credit: PCWorld.com
Microsoft recently announced their latest operating system, Windows 10 to come out soon. Windows 10 is centered on the customer, with new features that include things such as Spartan (a new browser that is said to have the most advanced features), having more integration with Xbox capabilities, and Cortana being fully functional for all Windows 10 PCs. These are just a few of the new features for Windows 10, but we are particularly excited about the integration of Cortana on the PC.

The trend is continuing to shift in favor of Artificial Intelligence. Cortana integrating onto PC’s is only further validation that top name companies are realizing more and more people are accepting, and actually preferring, the use of a Virtual Assistant in their day-to-day lives. This same paradigm goes for support as well. Consumers are looking to simplify their lives with technology, and a Virtual Assistant allows them that opportunity.

What do you think about having a Virtual Assistant directly on your PC? Will other operating systems follow suit? 

Friday, January 23, 2015

Virtual Customer Assistants Advancing in 2015 to Solve Complex Problems

Virtual Personal Assistants (VPAs) have become a household name; something we use daily without thinking twice about it. Things such as Siri, 'Okay Google', Cortana, etc. have been integrated into our lives, it has become second nature to communicate with Artificial Intelligence. Most people actually prefer it to get quick and easy answers to their needs: getting directions, scheduling an appointment, calling a friend, etc. 

Virtual Customer Assistants (VCAs) have been used to streamline customer support questions long before VPAs became popular. VCAs have advanced greatly since their inception, though. Now, VCA's are not just used to answer simple support questions, they have the capacity to integrate with back end systems to understand more complex problems and connect with more sophisticated devices. Stay tuned for next weeks announcement on a project noHold and one of the largest networking companies in the world have been working on. 
Cheers! 
www.nohold.com

Thursday, January 15, 2015

Self-Service and the Internet of Everything Make a Big Splash at CES 2015

It was a record breaking year for the International Consumer Electronics Show (CES). There were tons of innovative and immersive technologies being showcased, including things like driver-less cars, 4K TV's, advances in wearable devices, and virtual realities.

But what do all these things have in common? They all have the potential to be connected with the Internet of Everything (IoE) phenomenon, a continuing hot topic throughout the space. Check out this short clip from CES's YouTube channel, highlighting one of the major trends at this years show, the IoE.



Artificial Intelligence and Virtual Assistants also made an appearance at CES 2015. According to an article from inc.com, Virtual Assistants are one of the top tech trends to watch out for this year (8 Hot Tech Trends Coming to Your Office in 2015). Gartner also predicted in 2012 that "by 2015 [this year], 50 percent of online customer self-service search activities will be via a Virtual Assistant for at least 1,500 large enterprises" (Gartner Says Organizations That Integrate Communities Into Customer Support Can Realize Cost Reductions of Up to 50 Percent). While the exact numbers are not available at this point, it is apparent that since 2012 more and more companies are adopting self-service strategies to support their customers' needs.   

What were some of the tech gadgets that caught your eye this year? Any predictions for CES 2016?  
www.nohold.com

Thursday, January 8, 2015

A Look Back at Some Highlights of 2014

Photo Credit: theweeklyracer.com
Welcome back! I hope everyone had a fun and relaxing holiday. Now that we are back in motion, I wanted to share a quick recap of some of the memorable moments of 2014. 

1. noHold kicked off our Virtual Volunteers initiative. We successfully implemented a Virtual Customer Assistant (VCA) for the non-profit organization, Family Giving Tree.   
Virtual Volunteer

2. The Internet of Everything (IoE) was, and is continuing to be a hot topic in the tech space. noHold Connect, the evolution of Confederated Knowledge™, is revolutionizing the way humans experience the IoE from a single user interface.

3. noHold's CEO, Diego Ventura, was published in an interview in Connect World Magazine, followed by a feature on the Peggy Smedley Show, the voice of M2M and connected devices. Alongside Diego was special guest Glenn Schleicher, Senior Director of Customer Service of Cisco. Together, they discussed the IoE, Artificial Intelligence, and how noHold fits into the equation. 


Diego Ventura featured in Connected World Magazine
Listed are only a few of the highlights of 2014. To see more click here. It was been a busy year for the team at noHold, and in the coming year we are excited to continue to modernize the way we look at the customers' experience. To keep up with noHold and industry news alike, follow us on LinkedIn or Twitter: @noHoldAI

Cheers!