Tuesday, June 30, 2015

noHold A.I. Enables PC Industry Leaders to Transform Issues into Opportunities

June 30, 2015, MILPITAS, CA – Within the past 12 months, noHold Virtual Assistants have handled over 25 million conversations. During these interactions with the Virtual Assistant, actionable metrics were captured regarding end user behavior. noHold was able to turn these metrics into valuable insight not only for the support organization, but also for product marketing, engineering, sales, and more.

In working with the leaders in the PC and related industries, noHold has identified the top 10 most frequently used solutions from support questions in this space. The top issues include: downloads and drivers (39%), system restore (18%), wireless issues (10%), Windows issues (6%), webcam issues (5%) , no boot/no power (5%), touchpad issues (5%), monitor issues (4%), audio issues (4%), and owner manuals/guides (4%).

It is important to target your organization’s top issues and leverage those issues to create opportunities to better serve your customers. In fact, a noHold client used the information collected through the Virtual Assistant to redesign the support site and simplify customer engagement. Here are a few tips on how you can turn insight from the customer into opportunities:

  •   Create a seamless customer journey for end users – integrate CRM, live chat, social media, and mobile.
  •   Be prepared – make self-service front and center throughout all support mediums. Be ready to answer questions related to new products or services. For example, there will be a lot of questions surrounding Windows 10.
  •   Incorporate up-sell opportunities – if the battery is not holding a charge, maybe it’s time for a new one. Provide direct links to order pages, or co-browsing functionality to make it an easy process.
  •   Offer premium support when necessary – research shows that a large portion of users will pay for enhanced support, and VIP treatment.


For more information on tips and best practices, please follow this link: http://www.nohold.com/assets/best-practices-web-print.pdf

“There are many tools on the market that can collect metrics in a quantitative manner,” said Diego Ventura, CEO and founder of noHold. “In addition to quantitative metrics, the advantage to our tool is that the Virtual Assistant is also able to provide qualitative insight on customer intent. With that kind of information, organizations are better equipped to make decisions that will enhance their customers’ experience.” 

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 www.nohold.com.

Press Contact
Veronica Cech
Marketing Associate
vcech@nohold.com     
408.946.9200 ext. 356

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

Friday, June 19, 2015

Robotics Challenge Finals 2015- Humanoid Robots Continue to Advance Each Year

Just a couple weeks ago, teams from all over the globe competed in the Robotics Challenge Finals 2015 put together by DARPA (The Defense Advanced Research Projects Agency). Check out this video from Yahoo! Tech to get a summary of what went down at this event.



Each year the robots entered into these challenges advance greatly. While the technology is rapidly growing, it is still in its infant stage according to DARPA's own Gill Pratt, the person in charge of the Robotics Challenge. "'These are still the Model Ts,' Pratt told me. 'In coming years, reliability will go up, prices will go down. And the technology here can be applied to robots for many, many purposes- in particular, robots for an aging society. In the United States right now, 13 percent of the population is over age 65. In 15 years that number will rise to 20 percent. Who's gonna take care of us? Wouldn't it be better if I could age in place, if I wouldn't have to go to a nursing home? If there would be technology in my home to make life better, so that I can have a more dignified life as I grow old?'"

Society is slowly gaining more and more acceptance of humanoid robots, and moving away from the fear of AI world domination. What is your opinion on robots, and their progression throughout the past 5 years?  
www.nohold.com

Tuesday, June 9, 2015

Cortana on Windows Phones, PCs, and now...Apple and Android Devices

Photo Credit: Yahoo! Tech
With the summer release date for Windows 10 to come out, Microsoft is making some big moves this year. In addition to Windows 10, Microsoft also announced that later in the year Cortana (Microsoft's Personal Virtual Assistant) will be available on Android and iOS devices via a mobile application (Yahoo! Tech). While Cortana might not have all the capabilities it does on a Windows Phone, Microsoft plans to continually improve its functions across all devices.  

What does this mean for the Virtual Assistant space?

1. It is further validation that Virtual Assistants are becoming the new norm. Big brands and industry experts agree that self-service and Artificial Intelligence is the way of the future and companies need to jump on board or risk getting left behind.

2. The competition between Siri, GoogleNow, and Cortana will stiffen, and in the coming months we will see how the public takes to Cortana's availability.

3. More companies (even outside the mobile market) will continue to invest in advancing their Virtual Assistant technology to better serve the consumers. 

What is your opinion on Microsoft's expansion to Apple and Android devices? What other implications does this have for Artificial Intelligence and the Virtual Assistant market?  
www.nohold.com       

Wednesday, May 27, 2015

BPOs Begin Leveraging noHold AI to Improve Efficiency in the Call Center

May 27, 2015, MILPITAS, CA – After the soft launch of noHold’s Call Center Virtual Assistant (CCVA) product for Business Process Outsourcers (BPOs), call centers around the globe are experiencing a streamlined method of delivering excellent customer support. noHold has recently received recognition from Gartner, one of the most reputable analyst firms in the industry, as a 2015 ‘Cool Vendor’ in Business Process Services for innovative customer management. This recognition, coupled with the recommendation that BPOs must automate in order to achieve non-linear growth and profitability validate the need for Artificial Intelligence in the call center.

Compared to noHold’s flag ship product, the CCVA is a Virtual Assistant used by call center agents to reduce average handle time, manage traffic spikes, and decrease training time and churn. Currently, over 5,000 agents are utilizing noHold’s CCVA within multiple call centers around the world. This technology is able to support products across a broad range of complexities from security software applications to highly sophisticated networking equipment.

Benefits for adopting a Virtual Assistant for BPOs include:
  • Procedure Guidance - using noHold’s Natural Language Processor and Inference Engine to guide users through complex solutions without the need of creating scripts.
  • Crowd sourcing - agents have the ability to contribute content and fill knowledge gaps quickly, on their own.
  •  Provides a safety net - during peak call times (i.e. crisis, holiday, new product launch, etc.) a CCVA is always available, so Average Hold Time and customer satisfaction are not negatively impacted during critical spikes.
  •  Consistent and approved content- analysts agree that lack of consistency and quality of content is one of the most common issues among BPOs. Virtual Assistants offer a single point of search while empowering brands to offer approved solutions

In speaking with industry experts from various BPOs, one executive said, “At my company, existing and potential clients are demanding value additions and innovations in the Customer & Technical Support solutions we provide. We see Artificial Intelligence that Agents & Technical Support Engineers can use to diagnose problems in real time while serving a customer a must have solution. This type of solution combined with a strong well trained support representative can assure that the customers’ needs are covered quickly, and accurately the first time.”

“It has been comforting to see such a quick market adoption for CCVA.  In only a few months thousands of call center agents have experienced the benefits of Single Point of Search and Procedure Guidance by leveraging content and resources already available to their company.  Analysts are asking for more automation at the Call Center, now BPOs have a way to get it without a risky investment.” -Diego Ventura, CEO and founder of noHold.

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 www.nohold.com.

Press Contact
Veronica Cech
Marketing Associate
vcech@nohold.com     
408.946.9200 ext. 356

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

Thursday, May 21, 2015

Virtual Assistant Best Practices: Insight into Enhancing End User Experiences

As an acknowledged leader in the Knowledge Management and Virtual Assistant space, with over 15 years of experience under our belt, noHold is continually developing and adapting a list of best practices, so companies can get the most out of their Virtual Assistant. Below is an infographic created to help companies find out how to enhance end user experiences with the use of our Virtual Assistant technology. 

**I apologize for the small font, please click on the image for an amplified version.



To print a copy of this infographic, please click here.
Cheers!
www.nohold.com

Friday, May 15, 2015

Google Announces Self-Driving Car for Public Debut in Summer 2015

In this day and age, it seems like technology is pointing us in the direction of self-service. In fact, self-driving cars are making their way to becoming the latest cutting edge technology in self-service. Just recently, Google released pictures and announced their first prototype of their self-driving car that is set to hit the streets this summer. While there are still limitations to what can be done with this car (so far), it is a step forward in advancing this type of technology and changing the automotive industry forever. 

Photo Credit: Yahoo! Tech

To read more about Google's self-driving prototype car, click here. 
 www.nohold.com

Thursday, May 7, 2015

National Small Business Week: Top 3 Benefits of Self-Service for the Small Business Owner


Photo Credit: auditionsfree.com
"Every year since 1963, the President of the United States has issued a proclamation announcing National Small Business Week, which recognizes the critical contributions of America’s entrepreneurs and small business owners" (sba.gov). This year, May 4th through the 8th is the week dedicated to honoring small businesses in the US. As a small business our self, noHold appreciates the value our solution brings within enterprises, but also recognizes the benefits that it can produce for small businesses. Here are the top 3 advantages to making a Virtual Assistant apart of your small business team.

1. Implementing a Virtual Assistant is cost effective. As a small business, saving money where you can is important. By offer your customers with a web based self service solution to cater to their support needs, you empower them to find the answers to their own questions 24 hours a day/ 7 days a week, thus reducing support costs.  
Photo Credit: ncsbc.net

2. The Virtual Assistant reduces the volume of calls/emails to contact centers, decreasing the load that a live agent would need to tend to. 

3. The Virtual Assistant is designed to be easily maintained making it convenient for small businesses who do not have a lot of man power. 

Photo Credit: dekalbchamber.org
Those are just a few of the advantages that come from a Virtual Assistant for your small business. While most of our clientele are enterprise companies, we have successful implemented a number of Virtual Assistants for smaller companies and they have seen great results.    

In similar news, noHold was recognized by Gartner as a 'cool vendor' in business process services for 2015. These 'cool vendor' titles are specifically designed to recognize the innovations of small and medium sized businesses that normally would not be able to compete with large enterprises. To read the press release and find out more about Gartner's 'cool vendor' series, click here. 

www.nohold.com