Thursday, May 31, 2018

noHold's Artificial Intelligence Alleviates Live Chat Shortcomings


May 31, 2018, MILPITAS, CA – noHold is introducing a Virtual Assistant specialized in pre-empting the Live Chat channel. Throughout the years, various companies have come to noHold looking for a solution to solve some of the concerns related to Live Chat. Here is a list of the three most common issues:

  • Misdirected Chats- about 60% of live chat sessions end up being irrelevant to the live agents' scope of knowledge. For example, live agents that handle pre-sales questions receiving end users asking for support. 
  • Ghost Chats- An end user clicks on the Chat button, but then never interacts with the live Agent. This accounts for about 20% of all sessions.
  • Pre-Chat Questionnaires- often live chat agents ask end users a number of questions to pre-qualify them. This process can be automated.

noHold now offers a Virtual Assistant specialized in pre-empting the Live Chat channel.  The Virtual Assistant is conversational and helps companies reduce misdirected and ghost chats, while capturing key pre-qualifying information from the end user.

“The agents at your call center are the most sophisticated resource available to help customers better experience your product.  It is important to engage them only when absolutely necessary so that companies can reduce cost and improve customer satisfaction,” adds Diego Ventura, CEO and Founder of noHold.

Monday, May 21, 2018

noHold Does Mini Hackathon for Companies to Demonstrate How Quickly Creating a Virtual Assistant Can Be

Have you ever wondered how long a Virtual Assistant implementation would take? Like the saying goes, "time is money" and having a quick implementation is important for many companies. Now, the technology has advanced so far that the implementation of a well-structured, working Virtual Assistant can be live within a day!

Recently, noHold has been doing a "mini hackathon" approach with companies to demonstrate how quick it can be. We are able to go on campus, and create Virtual Assistants for them on the spot. How did we do it?

  1. Take existing content from the website. For example manuals, FAQs, or even internal documents they were able to share. The point is to get content that is already available.
  2. Make some changes to the formatting of the document to make it Albert compatible. (i.e. adding Headings)
  3. Uploading the document to the SICURA QuickStart platform. This upload only takes a couple of minutes. Once complete, you can launch your very own Virtual Assistant.
  4. Personalize the UI for each company such as adding color, logos, etc. 
  5. Doing testing on the Virtual Assistant by asking it questions. This way you can identify an knowledge gaps or improvements to the content through the metrics. 

We were able to do these steps in person demonstrating to companies that creating a Virtual Assistant does not have to be confusing or lengthy process. Using Albert to create the Virtual Assistant requires no programming skills and can be done in a short amount of time. If you are interested in learning more about creating a bot, please contact us through the website: www.nohold.com




Thursday, May 3, 2018

noHold Goes to Orlando's WATS2018 Conference

Source

On April 17th through the 19th, 2018, the CEO of noHold, Diego Ventura, went to a conference called WATS 2018. For those that aren't familiar with that conference, "WATS is the world's largest gathering of aviation training professionals serving airlines, regulators, training providers and training industry with more than 1,200 expected from 50+ countries." (https://www.wats-event.com/about-wats)

It was a great event, with over a thousand professionals in the aviation space attending. Multiple companies were really interested in learning more about Artificial Intelligence (AI), and Diego saw a lot of opportunities for AI to aid in the aviation training industry.

If you are interested in learning how the aviation field is planning to utilize AI, contact us via www.nohold.com.

Tuesday, May 1, 2018

noHold Advances Machine to Human Interaction by Creating a More Conversational Experience


April 30, 2018, MILPITAS, CA - Last year, noHold was recognized by Gartner as a Cool Vendor in AI for Conversational Platforms. Today, noHold is excited to announce the SICURA® platform has new features that are changing the way Artificial Intelligence interacts with humans. The new generation of Virtual Assistants are designed to mimic the natural flow of a conversation.


To accomplish this goal, noHold enabled Virtual Assistants to be able to handle multi-turn interactions with expansions. Multi-turn interactions mean the back and forth that happens within a conversation. Expansions refer to the various ways conversation can turn. Below are examples of expansions.

  • Opening: the Virtual Assistant can understand various greetings such as "how are you", "what is your name", etc. 
  • Screen: the Virtual Assistant will be able to handle questions such as "what do you know about" as well as "do you know about routers?" 
  • Closing: can determine various ending statements such as "bye" or "see ya." 
  • Escape: when a user types "never mind" the Virtual Assistant will know that the end user wants to move on. 
  • Repeat: the Virtual Assistant can repeat if end users ask things such as "can you say that again."
  • Elicit: End users can elicit information from the Virtual Assistant. Agent: "What kind of router are you interested in?" User: "Well, what are my choices?"
  • Paraphrase: End users can ask for more details. Agent: "Do you prefer a wired or wireless Router?" User: "What do you mean?"

Other features that help create a more dynamic Virtual Assistant include:

  • Handling confirming questions
  • Managing clarifying questions
  • Change of subject
  • Interruptions
  • Inference
  • Exception handling
  • Context retention

"Incorporating these features into the SICURA® platform is important. Whether consciously or unconsciously, the average person has multiple interactions with AI daily. Providing end users with the most natural experience helps decrease frustration, and at the same time increase satisfaction," said Diego Ventura, CEO and Founder of noHold.

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!