Friday, July 25, 2014

A Look Back at noHold's Top Stories of the Week: July 21st-25th

Happy Friday! 
Here is a snapshot of noHold's top stories of the week. 

1. Meet Jibo, the first family robot to hit the market. Katie Couric interviews the woman who created this social robot, Cynthia Breazeal. Click here to check out noHold's perspective and the full interview.
Photo Credit:

2. This weeks Virtual Agent tip...sharing coupons, promotions, and hot offers via a Virtual Agent. Offering coupons through the Virtual Agent encourages prospective buyers to make the purchase. 

3. A recent implementation is receiving great feedback from users. This Call Center Virtual Agent is reaching ratings of 91% effectiveness.     

We are very excited to announce our involvement with the LANDESK One Partner Program. Together we are working to bring smarter self-service to the Help Desk. 
Thanks for sharing another great week with us! I'll leave you with this photo...

Photo Credit:

Enjoy your weekend!

Thursday, July 24, 2014

noHold Joins the LANDESK One Partner Program to Create the Next Generation Help Desk

"MILPITAS, CA, (July 24, 2014) — noHold, Inc. announced today that they have joined the LANDESK One technology partner program to provide employees with the next generation, self-service help desk solution. LANDESK One is designed to provide opportunities for ISVs to create innovative and complementary technology on the LANDESK platforms. The program advances LANDESK’s user-oriented IT vision by enabling ISV partners to amplify the complete LANDESK portfolio to create customized, user-focused solutions. noHold and LANDESK are coming together to support the need of interactive technology for internal customers (employees). 

noHold Virtual Agents are used by leading brands to revolutionize their customers’ experience. Albert is an extension of noHold’s flagship product, InstantSupport™, but instead designed for employees to find answers to their problems, on their own terms. Albert can be customized with company-specific information or pre-packaged with answers to top questions about Bring Your Own Device (BYOD), Windows and Apple Operating Systems, and more."

Please click here to continue reading the full press release. 

Wednesday, July 23, 2014

Call Center Virtual Agent is Reaching Ratings of 91% Effectiveness

Recently, a long-time, valued customer of noHold chose to broaden their self-service options and implement a Call Center Virtual Agent into another one of their Call Centers, over seas.  Within the first few weeks that it has been live, it is already receiving a 91% effectiveness rating. (Effectiveness is measured in terms of if the user voted the solution to be very helpful or not.)  They are getting great use out of their Virtual Agent and are benefiting from the advantages the Virtual Agent has to offer. 

Does your company use outsourced Call Centers? Also, how do you train your agents to be knowledgeable and efficient all at the same time?

I'll leave you with this business case about a leading security software provider surpassing their own expectations of reducing Average Handle Time (AHT), churn, and second tier escalation by adding a Virtual Agent in their Call Center.

Tuesday, July 22, 2014

Virtual Agent Tips and Tricks: Sharing Coupons, Promotions, and Hot Offers for Virtual Agent Users

We’ve mentioned before how Virtual Agents can educate, provide advice and offer opportunities to purchase complimentary products and services (cross-sell). Empowering your audience with self-service via a conversational Virtual Agent has proven to increase sales in stores, online, and in the Call Center.

Other benefits include:


Throughout the years, we have learned best practices to get the most out of your Virtual Agent. One of those best practices is to share coupons, promotions, or ‘hot offers’ through your Virtual Agent. The Virtual Agent uses logical reasoning and determines the appropriate promotion or coupon to encourage users to buy the product. Using limited-time coupons entices people to make the purchase right then and there as opposed to waiting for a better deal. This way, the company wins by locking in the sale, and the customer is happy from their great experience.

Here is an example of the Virtual Agent encouraging the user to buy the product with a coupon:

If you were on the fence about a product, would offering a limited time coupon sway you to buy it? What other self-service methods encourage online shoppers to make a purchase, instead of abandoning cart?

Monday, July 21, 2014

The First Social Robot to Hit the Market, Jibo

Throughout time we have used robots to accomplish many different missions: sending them to space, using them within the military, efficiently running a manufacturing line, and more. Now, social robots are hitting the market, such as Jibo, the world's first family robot. 

Photo Credit:

Jibo is a compact robot with a huge personality, designed by a pioneer of social robotics, Cynthia Breazeal. Similar to Virtual Personal Assistants (such as Siri and Google Now), Jibo can greet you and remind you of appointments throughout the day. More importantly, social robots (like Jibo) have been seen to have a greater impact on literacy and second language learning than standard computers. The interactive element of Jibo makes learning easier because of it companionship feel, unlike a regular application on a device (Meet Jibo: The World's First Family Robot).

Click here to watch an interview with Breazeal talking about her inspiration for Jibo and its different functions.

With robots gaining popularity, some people are concerned about robots replacing humans within jobs, and/or replacing human roles in general. As Breazeal said in her interview with Katie Couric, "It's about human empowerment." Artificial Intelligence (A.I.) is being used to augment human actions, not take over.  

How do you feel about a personal, social robot for your home? Would you buy one, why or why not? 

Friday, July 18, 2014

A Look Back at noHold's Top Stories of the Week: July 14 - July 18

As another week is wrapping up, lets take a look back at some of noHold's top stories of the week...

2. noHold announces their efforts in the charitable initiative, Virtual Volunteers!

"Over the past year or so, noHold has been working on a charitable initiative called Virtual Volunteers. A Virtual Volunteer is a Virtual Agent aimed to provide nonprofit organizations with a self-service solution that will guide users to answer their own questions, quickly. Our mission is to serve as a Virtual Volunteer for your organization. This means working to help your cause provide real answers to real questions in a fast and efficient way. Our goal is to fill the overall need of getting accurate and important information to your audience."

Click here to ask Vint a question!

3. Increasing support and service revenue with the help of a Virtual Agent. 

A company in the consumer electronics industry leveraged their Virtual Agent to help get their customers the services they need, while increasing revenue for the company.

"Humans are programmed to reject typical forms of advertisement, but everybody still appreciates a helping hand when they are trying to solve a problem." 
-noHold, Inc. 

Does your company leverage self-service to generate revenue? How do you offer the right services at the right time? 

4. Throwback Thursday: Here we talked about the evolution of movie robots, and the evolution of the brains behind the robots, Artificial Intelligence. 

To conclude this week, I want to share with you some pictures I stumbled across of this years best photos taken from a drone. I'll leave you with a couple of the top pics. Cheers!

Photo Credit

Photo Credit

Thursday, July 17, 2014

Throwback Thursday: The Evolution of Movie Robots and Artificial Intelligence

Trivia Question: Does anyone remember the first movie a robot appeared in?
...Give up?

The first robot debuted on the big screen in the 1919 film, ‘The Master Mystery’, except they weren't called robots yet; they were called automatons. For today’s audience, robots are a common thing to see in movies and they have only gotten more technologically advanced…and bigger! Check out this Yahoo! Movies video that takes you through a short tour of the evolution of movie robots.

As you can see, robots, and the brains behind the robots, Artificial Intelligence (A.I.), have continued to evolve throughout time. The beginning years of A.I., the technology did not have the diagnostic, conversational ability. Before, humans would interact with A.I. but it could only pick out keywords. In essence, there was no logic behind it. For example, if you asked an A.I., “I need directions to the grocery store from noHold”, it would pick out the key words (directions, grocery store, noHold), but it wouldn't be able to decipher the connecting words. The A.I. might interpret your request incorrectly and give you directions to noHold from the grocery store instead.

Now, A.I. is more advanced, and does not only use logic to process information, but also customizes responses. 

One way to provide custom responses (that is gaining popularity in the market) is using predictive technology. Taking the example from above about directions, if you ask a Virtual Agent where the nearest movie theater is, and it can respond with the solution AND give you options of nearby restaurants or the latest reviews on a current movie as well. Predictive interactions make it easier for users to get relevant information, without having to ask.

Location-based awareness is also a trending technology for new devices. Using GPS tracking to pinpoint your location, a Virtual Agent can use that information to provide users with location-specific content.

By combining logic, predictive interactions, and location-based awareness, Artificial Intelligence has evolved to become more user-friendly and personalized.

Do you remember your earliest interaction with a robot or Artificial Intelligence (AI)? How has the experience evolved over time? In your opinion, what will AI be capable of 5 years from now?