Friday, February 5, 2016

Virtual Assistant Revelations

On January 28, 2016 Diego Ventura, CEO of noHold joined Re.Work at the Virtual Assistant and Artificial Intelligence Summit in San Francisco, California. He participated in a discussion "how will Virtual Assistants improve our daily lives?" Diego's experience left him with two thoughts:






1) "People are realizing that Virtual Assistants need to be able to integrate with each other to create meaningful Virtual Assistant experiences."

As the Virtual Assistant market takes off, integration becomes a focus for leaders in the space. The current model is to make Virtual Assistants confined to knowledge that they are programmed with. noHold has made many strides in connecting their Virtual Assistants together to pull knowledge from each other and resources improving end user experiences and business partnerships. Yet the growing market is forcing businesses to recognize the need for integration between Virtual Assistants produced by different vendors. In the end, this concept would help improve end user experiences; benefiting all Virtual Assistant vendors and businesses utilizing these technologies. Imagine a world where users can find answers to any question without changing interface. Creating a universal Virtual Assistant experience. 

2) "Importance for Virtual Assistants to have situational awareness, personality, and emotional intelligence to build trust with end users."


To better engage is directly related to context about each individual interaction. What day is it? Where is this person located? How old is this person? Is this person happy or sad? Providing Virtual Assistants with insights like these and knowledge about products, businesses, hobbies, etc. will help build bonds with end users. This concept should help to drive adoption of self-service tools.

Let us know what your thoughts are about the future of Virtual Assistants




Wednesday, January 27, 2016

noHold’s A.I. Advancements in 2015



January 27, 2016, MILPITAS, CA –In 2015, many developments were made in the Artificial Intelligence market, specifically surrounding Virtual Assistants. “The Consumer Technology Association predicts that Virtual Assistants will become more heavily used, especially since major tech companies have announced that the technology programs have gotten more advanced. In terms of the user experience, there will be fewer taps, clicks and swipes as virtual assistants begin to make more tailored recommendations rather than merely supplying a list of links from a search engine” (powermore.dell.com). As the market remains on the rise, expecting to reach $3.07 billion by 2020 (globenewswire.net), noHold is continuously making moves to improve self-service technology and enhance the customer experience.   

As the acknowledged leader in web based self-service solutions, noHold is excited to sum up some of the major successes of 2015 within the company.

§  noHold collaborated on a project with one of the top multinational companies that designs, manufactures, and sells network equipment. This project aimed to revolutionize the traditional Virtual Assistant paradigm by integrating with sophisticated back office systems and deeper understanding of complex problem resolution.

§  noHold was awarded the title of “2015 Cool Vendor in Business Process Services” by Gartner. As a highly respected analyst firm, noHold was honored to receive this recognition as an innovative SMB vendor with original technology foreseen to impact the market in a meaningful way.

§  noHold technology has grown with additional API connectors that can integrate the Virtual Assistant with various CRM systems, search engines, live chat, external databases, and communities & forums. The fruition of Single Point of Search is changing the way companies interact with their customers, having one place for customers to search multiple repositories of information simultaneously.

§  noHold Virtual Assistants can now provide users with a more personalized experience, and intelligently understand what information is given. Flexible Procedure Guidance allows companies to utilize self-service options, without sacrificing the humanistic element users expect.

§  Voice of the Customer (VoC) at your fingertips with Quadretto, the executive dashboard that provides information in real time about the performance of the Virtual Assistant such as most frequently asked questions, level of support for each issue, Virtual Assistant sessions organized by country, and more.  

§  In LAPTOP Magazine’s Tech Support Showdown 2015, one of the top PC Manufacturers (and long standing client of noHold) received top marks on their web & social support, with an honorable mention of their “interactive support agent” proving to be very useful.


“I will remember 2015 as the year where most of my meetings didn’t have to start with an explanation of what a Virtual Assistant (VA) is. VA’s are becoming part of our culture and we will continue to make sure they play a role that supports peace and love. Happy New Year!” – Diego Ventura, CEO and founder of noHold.



In addition, noHold's CEO, Diego Ventura, is speaking at the Virtual Assistant Summit in San Francisco on 1/28/16, at 1:50 PM. He will participate on the panel discussion "How Can Virtual Agents Improve Our Daily Lives." For more information, please visit: https://www.re-work.co/events/va-sanfrancisco-2016

Thursday, January 21, 2016

How Will Virtual Assistants Improve Our Daily Lives?

Guest Writer Diego Ventura, CEO of noHold Inc. 
Next week in San Francisco, January 28-29, experts in the Virtual Assistant (VA) and Artificial Intelligence (A.I.) industries will gather together to discuss the next generation in predictive intelligence. Leading innovators from major brands will share their views on the impact of VAs on business, communications, healthcare and industry.

If you are in San Francisco, come and say hello. I'm looking forward to participating in a panel discussion called, "How can VAs Improve our Daily Lives." You can find more details about the event here. It's going to be a great discussion, and I'm planning to talk about how competitors can actually work together to improve the experience. 

Check out this video to learn more about my perspective on this potentially controversial topic. 


So, let me know if you are planning to attend the Virtual Assistant Summit next week. I'd love to hear your thoughts on the topic. Or, you can click here to schedule a call to learn more about Virtual Assistants that work together.

Cheers, 
Diego 

Friday, January 15, 2016

4 Customer Service Predictions for 2016


How is technology going to grow in 2016? What is the world going to look like? How is my life going to change? These are questions that many try to answer with predictions for the new year. We have taken some time to review several opinions and find theses predictions about customer service to be interesting:  

1.The Internet of Things and Artificial Intelligence are going to play a crucial part in customer experience
The fast growing development of "smart" products is leading to a change in the way individuals interact with products and companies. Imagine a future that will allow you to get technical support from the product itself. 
http://www.forbes.com/


Online audio transcription, transcription service



2. Excellent Customer Service will require innovative technology.
Customer tastes are changing when looking for answers. It is important for companies to differentiate themselves with new technologies to help customers find solutions on their own terms. A new technology that is gaining popularity is video conferencing. 
https://blog.cgsinc.com/


3. Outsourcing will become necessary for companies that want to maintain high levels of Customer Satisfaction. 
BPOs are going to play an important part in customer service in 2016. Corporations will need to outsource their customer service initiatives to BPOs to adapt to the growing market. 
https://blog.cgsinc.com/


4. Personalization is key.

Customer data that is integrated into customer service operations is going to be more dynamic this year. Meaning that companies will be able to provide customers with a more comprehensive experience leading to increased customer satisfaction, better understanding of the customer base, and more efficient business operations. 
 https://infocus.emc.com/


Image Credit: http://bloomreach.com/

Companies that want to stay on top of their customer service game will need to prepare for the Internet of Things, acquire new technology, rely on BPOs, and personalize the customer experience. 


Let us know what your thoughts are on these predictions and please share any predictions you find interesting. 


Something Extra:


Consumer Technology Association (CTA) released Five Tech Trends to Watch- 2016 edition. CTA recognizes Virtual Assistants as a key player in the tech space. "The race for better search interfaces is on, and developers see personal assistants as the main focus. Many consumers are already familiar with using the personal assistant on their phones, with four out of 10 cellphone users reporting that they have used it at some time and 13 percent saying that they use it daily. These rates will likely increase as personal assistants improve at delivering information and completing tasks." 


Image Credit: cta.tech





Thursday, January 7, 2016

The Search Paradigm is Shifting, Are You Ready?

For the past two decades, the Search paradigm has dominated the person-computer interaction. Companies such as Google have led the way with their minimalistic UI we all know, but we have noticed that this traditional Search paradigm leaves the responsibility of sorting through a long list of possible answers in the hands of end users, often resulting in a cumbersome experience.

This year, the person-computer interaction will shift from the traditional Search paradigm to a next-generation Search experience. There are 4 key ingredients to improving the end user Search experience: N.I.C.K.

1. Natural Language Processor (NLP)
2. Interactive
3. Context sensitive  
4. Knowledgeable

We call this new paradigm the Concierge. Check out this week’s video to learn more about N.I.C.K. 
To find out if N.I.C.K. (the concierge approach) works for your company, contact us to organize an A/B testing between your existing search paradigm and N.I.C.K. 

Best wishes in the coming year, 
Diego

Thursday, December 17, 2015

noHold’s A.I. Helps Companies Break through Language Barriers

Successfully Deploying Virtual Assistants in 13 Languages


December, 17, 2015, MILPITAS, CA– noHold's Virtual Assistant technology officially supports 13 different languages. As the acknowledged leader in web based self-service solutions, noHold is proud to announce that we are now live with Virtual Assistants in Chinese (Traditional & Simplified), Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish and Turkish. Although we are live with 13 languages, noHold's technology has the capability to support any language (single- or double-byte).

“Research shows that 83% of consumers require some degree of customer support while making an online purchase.” (eConsultancy) Couple that with the fact that self-service is quickly becoming the preferred method for customer engagement (Forrester), validates the need for customer-centric brands to have multilingual support options.

The benefits of using a Virtual Assistant as part of your multilingual strategy include:
  • Increasing customer satisfaction and loyalty
  • The ability to understand cultural differences
  • Quick and easy implementation process
  • Global recognition as a leader in the industry

"Providing support in one’s native language is more important than one may think,” said Diego Ventura, CEO of noHold. “It creates affinity with the brand, and decreases customer effort to get where they need to go. Using pattern-recognition-like algorithms in our Natural Language Processor allows us to localize a Virtual Assistant in only a few days."


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 answers 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 interactions. noHold customers include Toshiba, Cisco and a host of industry leaders. More information can be found at http://www.nohold.com or subscribe to noHold’s vlog to hear more from CEO, Diego Ventura.
Press Contact
Veronica Cech
Marketing Associate
408.946.9200 ext. 356


All other product and service names are the property of their respective owners.

Friday, December 11, 2015

You Don't Have to Boil the Ocean!

When considering implementing a Virtual Assistant (VA), it is important to remember...you don't have to boil the ocean. What this means is, a VA does not have to start by covering every piece of knowledge in your company. There is no set rule on the amount of content that needs to be added to a good VA  because it can work on incomplete and empirical knowledge. 

We are biased towards starting with less content and letting the metrics tell us what is most important to your audience. In essence, smaller implementations will cost less and bring in results faster. Check out this video to learn more. 
So, how do you know what content you should be focusing on? We have found that EZIntel is an effective strategy for zeroing in on what your audience is looking for. Click here to schedule a call to learn more about it.

Cheers, 
Diego