Thursday, April 27, 2017

noHold’s AI Continues to Improve Efficiency in the Call Center

SICURA QuickStart™ is making it easier than ever for Call Centers to adopt bots


April 27, 2017, MILPITAS, CA – Since the launch of SICURA QuickStart, users have shared multiple ways they are using Albert (the bot created from existing documents). One use case that adds significant value to businesses is leveraging Albert in the Call Center. Recently, a globally recognized conference brand based in Long Beach, CA, created an Albert designed specifically to help Call Center Agents become proficient quickly, and compliant when answering customer questions.

This Call Center is responsible for providing technical support and customer care to people in multiple countries 24 hours a day, 7 days a week, all year round. After trying different methods and resources to help Agents, the Call Center Manager turned to noHold for help.
In the past, noHold has worked with large enterprises to implement Virtual Assistants in the Call Center, proving Artificial Intelligence works as a great resource not only for customers, but also Agents. According to a recent blog by Cisco, bots are included in the top ten technologies to consider for contact centers in 2017 (Cisco).  

Now, with SICURA QuickStart, the same concept can be applied using Albert, except no programming skills are required to create Albert and the implementation time is much quicker. The Call Center Manager was able to input all the content Agents needed to know about into one Word document, upload it to the QuickStart platform, and within minutes a bot was created. Agents are able to use Albert while replying to customers’ emails, and also while on the phone.  Specifically, the Call Center Manager achieved the following objectives: 
  • They reduced the time to get an agent up to speed from one month to one week.
  •  Agents were excited to get a tool that made their job easier and more fun, which decreased churn significantly.
  • Since Albert delivers information to the agents’ fingertips in real time, AHT dropped by 12 points.
  • Consistency and compliance of the information delivered by the agents improved significantly because agents were all leveraging one single source of information.
  • Albert provides specific reporting on how many questions agents ask every day and what most of the questions are about. This helps the Call Center Manager make sure that the company is always ahead of what is needed to make the agents successful. 

In summary, Albert took less than an hour to set up and it paid for itself upon launch. Most of all, Albert helped the Call Center Manager with the constant challenge of onboarding and training new agents necessary to keep the Call Center fully staffed.

Diego Ventura, CEO and Founder of noHold says, “We believe that Albert is taking the Consumerization of IT one step further, empowering agents with the same sophisticated tools, such as bots, that people are starting to use in their daily lives.”

To learn more about how businesses can leverage Albert to improve Call Center efficiency, you can find more information here.

Friday, April 7, 2017

How-To Guide to Customizing Albert's User Interface

As you may already know, noHold introduced QuickStart PRO a couple months ago enabling small businesses and business units within large enterprises to create and customize their own bots quickly and easily. No programming skills needed! One of the benefits to upgrading is the ability to customize the look and feel of Albert on your own terms. Similarly to how easy it is to keep Albert's content up to date, you can also update the user interface whenever using the styling options under settings. 

As a little tip, I wanted to share a short tutorial video to show you just how simple using PRO is, and demonstrate exactly how to customize your bot.


If you are interested in upgrading to PRO, please click here or if you have any questions, please feel free to send me an email.

Have a great weekend! Cheers
www.albertai.com
www.nohold.com

Friday, March 31, 2017

noHold Connects its own Albert with Amazon’s Alexa

March 30, 2017, MILPITAS, CA – noHold is excited to announce the availability of a connector that can link SICURA™ QuickStart to Amazon’s Alexa. QuickStart empowers non-programmers to create a bot (Albert) from any existing documents such as, product manuals, employee manuals, training documents, etc. Through the connector Albert can now easily turn a document into an Alexa skill. For example, say you want to extend Alexa to answer questions about your home. Today, to be able to achieve this goal, you would have to be a programmer, or at least very technically savvy. With Albert this is no longer the case. All you have to do is:
  1. Create a document that contains FAQ’s about your home (i.e. where is the main valve for the water? Where is the electrical panel?)
  2. Use QuickStart to create an Albert by ingesting the document
  3. Use the connector to link Albert to Alexa

From that moment on, you can say, “Alexa, ask Albert where the water valve is?” and Alexa will answer back from the knowledge she obtains from Albert. This can be a pretty useful system, especially if your guests are accidentally flooding your home. 

Other use cases involve creating an Albert/Alexa combination that can answer questions in the boardroom, at a hotel concierge, in a company lobby, at the post office, in a classroom, etc. The possibilities are endless.

The next step is to take the connector from the lab and make it available to everybody with the click of a button. Diego Ventura, CEO and Founder of noHold said, “I am looking forward to the day when everybody with a QuickStart account and an Amazon Echo will be able to expand Alexa’s capabilities in minutes without having to be a programmer. With a bit of luck, that moment is around the corner.”

Friday, March 10, 2017

How to Leverage Artificial Intelligence in the Call Center to Improve Productivity

Businesses face many different challenges when it comes to the Call Center. We believe there are some definite use cases for bringing Artificial Intelligence into the Call Center to alleviate some of these pain points. 

Here are a few ways a Virtual Assistant that is available to your agents will add value to your business, and tackle some of the challenges that these professionals face.

First off, churn can be high in some call centers, which can be expensive for companies. It can take up to a month for new agents to train and become productive. Providing a bot for these new agents to access at anytime during a customer interaction, can make them better prepared to handle calls, in a shorter amount of time; making them be just as productive as seasoned agents.

Another important aspect of the Call Center, is for agents to know how companies want them to respond based on their brand. Having a bot that knows exactly how you want your agents to answer questions, increases consistency and compliance within the call center. 

Even seasoned agents can use some help, too. Sometimes agents need to know a little bit of information about a plethora of products and services. Having a bot there as a reminder, or to keep up to date on ever changing products can be a powerful resource.  

Some of noHold's enterprise customers have Virtual Assistants implemented for their Call Centers already and have seen advantages such as decreased Average Handle Time (AHT), increased customer satisfaction, lower churn, and more. Click here to learn more about this story. 

Using Albert, you can create a similar experience for your customers using a word document containing all the information you want your Call Center agents to know and uploading it to the QuickStart platform. Then, the information they need will be readily available right at their fingertip. 

If you are interested, here are a few links to magazines we have found that write specifically about the Call Center space.
http://www.connectionsmagazine.com/
https://www.contactcenterworld.com/
http://www.icmi.com/

Have a great weekend!

Friday, March 3, 2017

Exclusive Breakfast with Albert

Image result for coffee

Happy Friday! 

We are excited for next week as we prepare for our first Breakfast with Albert event. In the heart of Silicon Valley, we will be joined by enterprise executives and small business owners to talk about all the new updates to Albert, and introduce PRO. All while enjoying some fresh pastries, coffee, and giveaways. 

Since the beginning of the year, we have had a tremendous amount of diverse use cases that we would have never thought of if it wasn't for our customers. A few of them will be at the breakfast to share there experience with Albert, and how bots have added value to their business.

If you have a small business that is interested in learning more about chatbots, please contact us via the web. To sign up for a personal or business Albert, please visit www.albertai.com

Cheers!

Monday, February 27, 2017

noHold Releases Next Generation of Albert

February 27, 2017, MILPITAS, CA – Last month, noHold announced SICURA™ QuickStart, the first platform designed to allow non-programmers to create a chatbot (Albert). Today, noHold is excited to introduce the next generation of Albert. There are many new features implemented to make creating a quality bot easy for anyone.
Here is a list of the new features offered on the platform:
  • Phrases Digital Signature (PDS) – This is a new algorithm that allows Albert to no longer rely solely on the Headings to retrieve information. Now, Albert can analyze the entire document (headings and content) to determine what the end user is asking and provide the most accurate solution.
  • Synonyms list – Directly within your document, you have the ability to create a list of synonyms for words that are specific to your business. For example whether Joe asks about “Droid settings”, or “Android settings”, Albert understands they are the same questions, because “Droid” and “Android” are set as synonyms.
  • Albert Etiquette – This feature gives users the ability to add some personality to Albert. Simply add a few phrases and answers to your document that you would like Albert to answer in a certain way. For example, if someone asks Albert a silly question like “what is your favorite color?” or “why is the sky blue?” You can let Albert know exactly how you would want him to respond. This sort of one off phrase adds character to Albert.
  •  Dialog configuration – Users can now manipulate the dialog settings. This includes changing greeting messages, escalation phrases when Albert does not know the answer, and escalation links for further assistance.

In addition to the new features mentioned above, noHold also introduces SICURA QuickStart PRO, making Albert available for commercial use. Features that are exclusive to PRO users include:
  • Commercial Use – Companies are able to create and distribute business chatbots, either for external or internal use for little cost.
  • Customization of the User Interface (UI) - The free version offers a standard UI that is not customizable. With PRO, account holders have the ability to easily change colors, add company logos, and more all without touching the HTML.
  • Multiple Alberts – There are many advantages to having more than one Albert. For example, a company can leverage different Alberts to be knowledgeable about various business units. There can be one bot that knows all about support questions that is positioned on the website for external purposes. Then, another Albert can know about HR policies/company manuals used internally for employees.
  • Key encrypted URLs – An extra level of security was added to ensure that Alberts that contain company sensitive information (particularly for internal use), stay private.

Diego Ventura, CEO of noHold says, “Companies are surprising us every day in how they are using Albert. A dealership uses Albert to train and onboard new employees. A technology company is connecting Albert to Near Field Communication (NFC) tags to activate Albert when a user phone gets close to a specific device. A design agency uses Albert to rapidly prototype new bots. We would have never thought about these applications if it weren’t for our customers.”

It is great to be able to offer a more dynamic option to users, still without needing programming skills, and for very little cost. To upgrade your personal account to PRO is as little as $100/month. To sign up for a PRO account, please click here.

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 Cisco, Dell, Intel 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. 

Friday, February 3, 2017

What Would You Do With Your Own Bot?

noHold is excited about the response we have received from the BETA program of our latest platform, SICURA QuickStart. If you don't know, QuickStart is a platform designed for anyone, even non programmers, to create a chatbot out of a Word or GoogleDoc. We call these bots, Albert. Get your own Albert here!

Small businesses are adopting the concept already. One example is Revolve Robotics, creators of the teleprescnce robot Kubi. Check out the video below to see how Albert has helped enhance customer service without requiring much effort at all. 


In this instance, Revolve Robotics is using Albert to answer support questions, but Albert is versatile and can be knowledgeable about whatever you want. It can be used for internal purposes including employee manuals, sales processes, and general IT information. Individuals are also using personal accounts to create customized AI assistants from documents they already have such as recipe bots, teacher assistants, and more.

For more small business use cases, please click here. If you would like to sign up for your own free, personal account you can visit www.albertai.com, and click 'sign up' in the top right corner. Already have an account? We would love to hear how you are using Albert! Tag us on Twitter (@albertai2)/Facebook (@Albert) or contact us via the web, and share your story for a chance to be featured on our website.
Cheers!
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