Monday, April 16, 2018

noHold's CEO Becomes Member of the Association of Home Appliance Manufacturers (AHAM)


Artificial Intelligence has been impacting a wide variety of industries in the recent years. It has also been effecting various business units within those industries as well. AI is continuing to grow, and becoming so versatile, Gartner suggestions company leaders start laying down their organizations AI foundation now, before it's too late.
Photo Source: Content Science Review

Through research and experience, noHold developed an innovative way for the Appliance industry to leverage AI (Virtual Assistant technology) to better engage with their customers via QR codes. This past month, a press release regarding the exciting new things noHold is doing within the Appliances industry went out. If you missed that release, you can find it here.  

In line with these recent moves into the Appliances industry, noHold has become a member of the Association of Home Appliance Manufacturers (AHAM). This year, Diego Ventura, CEO and Founder of noHold will be attending AHAM's annual member meeting called Expectations 2018. From April 19th to the 21st, noHold will be in Arizona meeting with leaders in this space to share how AI can help brands exceed customer expectations. By placing QR codes on appliances that will invoke a Virtual Assistant that is knowledgeable about that specific product, these brands are able to reduce Customer Effort Score (CES), provide assistance in multiple languages, 24/7, up sell, and capture metrics that can be used to spot product improvements or knowledge gaps.

If you would like more information on AI and Virtual Assistants, please contact us via the web, and we would love to help you out. To become a member of AHAM or register for the Expectations 2018, please click here.


www.nohold.com

Monday, April 9, 2018

The Do's and Don'ts of Using QR Codes

In March, noHold released a press release on how the Appliances Industry is leveraging Artificial Intelligence (AI) via QR codes to reduce the effort it takes for customers to  get support for their products. (Customer Effort Score- CES) Here is a link to the full release on Yahoo! Finance: https://finance.yahoo.com/news/nohold-artificial-intelligence-improves-way-140000281.html

Shortly after, I bought a new washer from a huge, globally recognized brand, and inside the box came a "support" flyer with a few common questions about the washer. See the picture of the flyer below. (I have removed identifying logos for obvious reasons)




It was great to see major brands recognizing the potential of QR codes and using them to support their customers. In fact, Apple is starting to embrace the QR code trend as well. iPhone's don't require a separate app to be able to scan the codes anymore. In a recent update, iPhone cameras already have the QR reader built in for easy use. 

Kudos to the companies above for their forward thinking, but there are some aspects that can change to make better use of the technology such as: 

1. Instead of having multiple QR codes linked to individual videos, 1 QR code can be provided that pulls up a Virtual Assistant that has access to all the videos plus more if you wanted. Creating an interactive Virtual Assistant is easy and takes no programming skills with Albert. (Side note: Not only can Albert come up from a QR code, but that same Virtual Assistant can be used on Amazon's Alexa or Google Assistant for a voice enabled feature.)

2. Positioning the QR code directly on the product. It is beneficial since most people can never seem to find the manual/flyers that the product came with when they need it the most. Also, positioning the QR codes so they are easy to scan. The above flyer is almost impossible to scan the correct QR code because they are so close together. 

3.  Only being able to support English can be really frustrating for customers who don't speak English. Having a multi-lingual strategy makes a huge impact on customer satisfaction. Virtual Assistants are a great way to provide multi lingual support, without needing live agents who know every language. 

For more information on Artificial Intelligence and QR codes, please contact us here and we will get back to you as soon as possible. 

Tuesday, March 27, 2018

Industry Stats that Every Business Leader Needs to Know


For a while, Virtual Assistants have been making a significant impact on business strategy. The role they are playing has expanded beyond the typical customer support paradigm, and moved into many different business units. Analyst firms and publications are agreeing that business leaders need to have a strategy for incorporating Virtual Assistants, whether it be for support, pre- and post-sales, internally, customer experience, etc. 

One of the benefits of deploying a Virtual Assistant is the decrease in call center interactions. “Organizations report a reduction of up to 70 percent in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33 percent saving per voice engagement.” (Gartner) noHold has also looked at similar analytics from a Telco customer of ours. Before the Virtual Assistant was implemented 65% of people who went to the 'contact us' page ended up calling the company. After the Virtual Assistant, that percentage went down to 30%. Over half the calls were handled by the Virtual Assistant, and at a fraction of the cost. 


Gartner has made some positive predictions for the future of AI as well:
  • According to Gartner, "25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020."
  • "By 2020, 30 percent of all B2B companies will employ AI to augment at least one of their primary sales processes."

Interested in learning more about Virtual Assistant technology? Feel free to send an email through our contact page and I would be happy to help you out. 
Cheers!

Monday, March 19, 2018

noHold’s Artificial Intelligence Improves the Way the Appliances Industry Engages with Customers

March 15, 2018, MILPITAS, CA – noHold is revolutionizing the customer experience for the Home Appliance industry through Artificial Intelligence. Home appliances are an essential part of consumers’ everyday life, and noHold thinks companies in this space need more than just a great product to be successful, they need to create a great customer journey as well.

noHold has developed a strategy to be able to invoke a Virtual Assistant through a QR code that is positioned directly on the product. Using this strategy, customers’ would have to put little effort into searching for answers/ information. Here is an example of how a company can use noHold’s technology to reduce Customer Effort Score (CES) for both potential buyers and current customers.  

A woman comes into a store looking for a new refrigerator. She finds one, but has a couple of questions about it. Instead of trying to find the right salesperson that knows about that specific refrigerator, she uses her smart phone to scan the QR code on the product. Instantly, a Virtual Assistant appears and answers her questions. She ends up buying the refrigerator. A couple years later, she is having a problem with her ice maker. Using the same process of scanning a QR code, she is able to quickly find the exact part she needs to buy to fix her ice maker.

Using the QR codes to leverage a Virtual Assistant was beneficial for a few reasons.
  • She did not need to look and wait for a sales personal that knew about a product.
  • Even after several years of owning the fridge, she did not need to scavenge up the manual she probably threw away.
  • The Virtual Assistant was able to upsell.
  •  Metrics were captured to learn about her experience, and used to improve the product or support for the product.


QR codes are not the only unique way people can pull up a Virtual Assistant. noHold has created connectors to Google Home, Amazon’s Alexa, Facebook Messenger, and more, so people can reach the Virtual Assistant through their preferred channel, whenever they want.

Diego Ventura, Founder and CEO of noHold, adds, "I believe we are in a unique position to help companies accomplish this paradigm, because we have built a platform that empowers companies to create Virtual Assistants automatically out of existing documents such as manuals."

Thursday, March 8, 2018

Proven Strategies to Improve Customer Effort Score for PC Manufacturers

noHold's 18+ years of experience, and long standing customers in a variety of industries (including PC) have given us insider knowledge when it comes to what companies can do to better support customer efforts. Diego Ventura, CEO of noHold, took some time to look into the PC industry, and determined a few key pointers that will help improve Customer Effort Scores (CES). 





For more information about noHold please visit, www.nohold.com

Friday, February 2, 2018

Computer Manufacturers and ISVs Leverage noHold’s Artificial Intelligence to Help with Meltdown and Spectre Crisis

January 31, 2018, MILPITAS, CA – At the beginning of 2018, the news broke about Meltdown and Spectre, two new computer vulnerabilities that put almost all processors manufactured in the last 20 years at risk for a cyber attack. According to The New York Times, almost all devices can possess the security flaw including desktops, laptops, cloud-based computers, tablets, smartphones, and other gadgets.

This news made waves in all aspects of a business, including the less obvious impact it had on the customer support teams. noHold works with some of the leaders in PC manufacturing and in the software industry. As you can imagine, these type of companies saw a significant increase in Virtual Assistant interactions regarding the crisis. The bulk of the questions being asked were, “Am I affected?” and, “How do I fix it?”

Here is a quick summary showing just how quickly these companies were able to respond to their customers through the virtual assistant.
  • At 9:15 am we got a call from some of our customer regarding the potential knowledge gap regarding the recent Spectre/Meltdown news.
  • Immediately, noHold was able to look at the metrics and confirm that 5% of all contacts were about Spectre and Meltdown.
  • By 10:10 am, relevant content was uploaded and live on the Virtual Assistant.
  • In a matter of a week, the Virtual Assistant has successfully answered 97% of the questions regarding the crisis. The number is continuously growing as the security flaws become better known to the public.


This is a real time example of how a Virtual Assistant can help companies in the midst of a crisis. These companies were able to provide their customers with answers through their preferred channel, avoid a spike in call center interactions, and do it quickly. Diego Ventura, CEO and Founder of noHold adds, “Avoiding or helping a customer manage a crisis is one the most important things we do. I’m glad we played a role in helping customers’ better deal with this issue.”

Press Contact
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Thursday, January 25, 2018

Learn How to Create an Alexa Skill or a Google Action in Minutes

noHold is proud to announce Diego Ventura, Founder and CEO of noHold, will be taking the stage at the 2018 Conversational Interactions conference hosted by AVIOS. This conference is all about connecting humans and machines. It will largely center around Natural Language Processing, Virtual Assistants (bots or digital assistants), and the various channels customer conversations can happen on. For more information about the conference, visit www.conversationalinteractions.com.

The event is being held close to noHold's headquarters in San Jose, California on February 5th and 6th. To catch Diego's presentation, be sure to be there on February 5th between 9:00 AM and 10:00 AM PST. He will be talking about, "The Easiest Way to Create an Alexa Skill or Google Action." It was a great opportunity to be able to speak at the conference last year, and it is an honor to be invited back to present again.

It was a great opportunity to be able to speak at the conference last year, and it is an honor to be invited back to present again.

To register for the conference, click here.
Cheers
www.nohold.com