In 1983, Steve Jobs and a few others filled a time
capsule and buried it at the Aspen International Design Conference. Over 3
decades later, the show Diggers helped organizers finally uncover the buried
treasure. The unveiling of the time capsule will be aired on the National
Geographic’s channel, February 25.
One of the items in the time capsule is the Lisa mouse. This
mouse is considered to be a significant part of tech history. “Jobs used it at the conference where he predicted many
innovations we use today. He envisioned the future of computers and the
Internet, the creation of the App Store, wireless networking and other Apple technologies.”
(Steve Jobs Time Capsule Finally Uncovered After 30 Years) Thanks
to the innovation of the Lisa mouse, it has set the bar high for top PC
manufacturers to provide cutting edge technology to their consumers. The
inception of the box mouse “Lisa”, helped lead to innovations like the wireless
mouse, touchpads, touch screen/tablet, holographic keyboard, and much more.
Virtual Agents are also making an
impact on tech history. Companies in today’s market are utilizing automated
self-service tools for more than just support . Since the conception of the Internet
of Everything, noHold Connect Virtual Agent’s advanced technology allowing them to
communicate with multiple Virtual Agents (noHold
Connect), providing a “butler” to keep users connected to all their devices
from a single User Interface (UI).
Here is an example of one of the top
3 PC manufacturers who is also recognized as a company that develops, sells, repairs computers and related products and services. The company began
using a Virtual Agent to provide a better customer experience.
This company wanted to gain insight into the top issues their customers were
inquiring about and be able to solve these issues. Instead of using a standard
approach to self-service and offering a long list of articles with answers to
an infinite number of questions, they implemented an “empty” VA (EZintel) to
keen in on what customers were having the most trouble with. After understanding
the questions through reporting analysis, they began providing interactive and
diagnostic solutions (InstantSupport) across multiple product lines (printers,
mobile devices, gaming, etc.). In addition, integrating the Virtual Agent with
their existing support ecosystem has reduced the need for human intervention.
By preempting live chat with the VA, customers have the opportunity to get a
quick answer through the VA before engaging a live agent. As a result, the
company recently reported a chat avoidance metric of 11%. Using this front line
technology has saved companies hundreds of thousands of dollars. Companies in
the PC industry report an average ROI of 850%.
Times have definitely changed since the
Lisa mouse, but the constant need to innovate is timeless. There will always be
a new way to do things, but adapting is key to staying competitive and
successful. What do you think the next big technology break through will be?
What would you want in your time capsule?
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