Monday, March 31, 2014

Barcelona Moves Forward With the Internet of Everything, Becoming One of the Top Smart Cities in the World

The Internet of Everything (IoE) movement is booming. More and more people are connecting devices to the Internet every day. In fact, Barcelona, Spain has already embraced the Internet of Everything ‘lifestyle.’ Check out an example below (by Cisco) to see how they've created a smart city, successfully.


"Worldwide Smart City spending on the Internet of Things will be $265 billion in 2014" (IDC). Soon, most major cities will become smart cities; making positive changes for the lives of many. The ability to stay connected is meant to make everyday activities less daunting. For example, in the video above, Barcelona eliminated a large chunk of street traffic by making it easier for people to find parking. In addition, the smart bus stop allow people to find route information and insight into the surrounding areas. They turned what was a long, unpleasant activity into an interactive experience with the city.

Integrating a Virtual Agent into the Internet of Everything sensation will only increase the satisfaction of future communities. Similar to Siri, whenever you have a command or question about your connected devices, a Virtual Agent will act as a 'butler' and will help manage all your connected devices via a single user interface. To find out more on how Virtual Agents will augment the Internet of Everything, click here.     

Thursday, March 27, 2014

Throwback Thursday: The Evolution and Future of Social Media

prohibitionpr.co.uk
When we think of social media, Facebook,Twitter, and the most 'popular' social media sites come to mind.  There are dozens of sites similar to these, and your audience could be on any one of them, at any time. In fact, the number of people on social media continues to increase daily.

To the right, is an infographic about the evolution of social media (Prohibition). As time progresses, more and more social media sites are appearing and each one has its own unique functionality. One way to enhance social media sites is to integrate Virtual Agents (VAs). Here are just a few reason for doing so...
  1. They can answer questions on Blogs/Facebook. Consumers look towards social media to get quick answers to their support and sales questions. Implementing a Virtual Agent onto your blog or Facebook profile will give consumers a fast, reliable option while getting great customer service; and as we know, customer satisfaction via social networks is critical. If one person is unhappy, they often blast negative remarks about your company to their network, discouraging potential customers to shop with your brand. On the flip side, if they are happy with your products/services, they could post a positive recommendation. According to an article in Yahoo! Small Business Advisor, "50% of shoppers have made a purchase based on a recommendation through a social media network" (15 Social Media Statistics That Every Business Needs to Know).
  2. Sharing is another popular function on social media. When you find a solution or cool new product from the Virtual Agent, you have the capability to share that information easily with your network. 
  3. Virtual Agents can be applied to community forum pages as well. For example, when a member posts a question, the Virtual Agent will assess the question and depending on the degree of confidence, it can post the appropriate response automatically. Similarly, the Virtual Agent can be a more passive option, by simply being available to answer questions if engaged by your audience. In both examples, a Virtual chat is beneficial because most community forum pages don't provide immediate solutions. Users can get an immediate response and have confidence that it is the right solution. 
Today, human interaction is still necessary. By realizing the popularity of social media, and considering the benefits of a Virtual Agent, the two go hand in hand. Artificial Intelligence (AI) is already everywhere (Siri, Watson, Google Now, etc.) - Can you imagine a future where Virtual Agents become the 'MVPs' for interacting with your clients in community forums? What about on Facebook/ Blogs?

Tuesday, March 25, 2014

Virtual Agent Tips and Tricks: 5 Reasons Why Your Support Site Encourages Customers to Call You

     Have you ever wondered why, in a Web dominated era, phone calls are still one of the most common channels for receiving support? To add to that, phone calls are one of the most expensive channels for support teams to upkeep, often more than $10 just to pick up the phone. One motivation for consumers to call in is due to the way support sites are organized. When designing a support site it is important to encourage cost effective methods such as self-service.  Here are 5 reasons why your support site discourages self-service and encourages 'call in' behavior.
  1. A list of FAQs doesn't cut it. Let’s face it, a low cost list of FAQs is costing more money than it should. When the end user can't easily find a solution, he/she is forced to call. 
  2. The live assistance option is front and center. If live assistance is what the customers see first, more often than not, they will use that channel. It's best to provide multiple options, without making live assistance difficult to find. That said, if you encourage end users to call you, they will. 
  3. There is no GPS for navigating a website. Your customers might be asking themselves: Where do I go for sales questions? Where do I go for support? What's the cost to your company if the end customer engages with a live chat agent for sales rather than the support agent they need?
  4. The company has built a library full of wonderful content, but there is no easy way to find the right resource. To the end user, some common phrases are: I have a problem,error, not working, help! It's not easy to solve the problem without an interactive experience, especially when troubleshooting is necessary. 
  5. Lack of promotion. Most customers are not aware that there are options. Make it known that support and sales options are available and make it fun for customers to use. One way to make consumers aware of the cost effective support solutions is by making it fun, encouraging them to come back. Apple's Siri advertisements demonstrate a friendly 'pal' when you need answers to questions. Think about this: A Virtual Agent for your website can be just as engaging and even fun to interact with. In addition to answering the typical support/service/marketing questions, embed contests, surveys, candid and 'quirky' responses to add some personality. In addition, make it easy for your customers to share with their own network through social sharing. 
     Having a multi-channel website is essential, but positioning and encouraging self-service is equally important. Using these tips will help cut the cost of support and increase Customer Satisfaction (CSAT). The more your consumers use self-service, the greater the ROI will be. Does your support site encourage ‘call in’ behavior? Maybe it’s time to evaluate.      

www.nohold.com

Monday, March 24, 2014

Advancing From Virtual Worlds to Virtual Realities: A Completely Interactive Experience

     The high tech industries involved in creating virtual realities are gaining momentum in a big way. The latest progress in virtual realities comes from Sony's announcement of their initiative "Project Morpheus", a gaming headset for the Playstation™ 4. This fully immersive virtual reality takes gamers on an interactive experience where they actually feel apart of the video game. Check out the clip below for more information on the prototype of Project Morpheus. Although virtual realities are becoming popular in the gaming community, they are not only for video games. Dr. Richard Marks, of Sony's Research and Development department stated, "Virtual Reality will becoming the 'preferred medium' and will even extend beyond games to other industries."  




     Similar to the blog I wrote about virtual worlds, Throwback Thursday: Then and Now: Lenovo's eLounge vs. Disney's "Avatar Land", Lenovo created an interactive experience for online shoppers circa 2009. This eLounge was created to give customer a unique "trip" when shopping online. Consumers can get information on the products they are interested in  buying or they can share their experiences with other avatars (online shoppers from all over the world). 

     We have come a long way since 2009. Instead of just interacting with a virtual world, we are able to totally immerse ourselves in a virtual reality, not just for gaming, but also for eCommerce, customer service, and more. What do you think the about virtual realities? Will immersive experiences become the norm for all Internet/Online related interaction?

Thursday, March 20, 2014

Throwback Thursday: QR Codes and Virtual Agents

Quick Response codes, or QR codes, have been around for quite some time. The announcement of QR codes was released in 1994, but during that time they were mainly used to track parts for vehicle manufacturers in Japan. Today, QR codes are used in a variety of ways. For example, many marketers utilize QR codes in their strategies, as well as commercial tracking, product labeling, etc. 

With the rise of the smart phones, the use of mobile recognition technology has risen as well. It is predicted that by 2015, there will be double the amount of money invested into mobile recognition technology (364 million dollars) and a large part of this includes QR codes. QR codes are gaining popularity because it is a quick way to scan and get information. In other words, it is an easy to use resource for end users. 

Offering access to a Virtual Agent through scanning a QR code is a great tip for companies looking to elevate their customer service and support strategies. Providing consumers with Virtual Agents via a QR code gives them more power to make an informed decision about the product of interest. Consumer knowledge is key to gaining new customers and creating loyalty. 

QR codes are just one way to access a Virtual Agent via your mobile device. In addition to native mobile apps, and mobile friendly VAs, there are other alternatives that might appeal to your company's target audience. Some alternatives include:
  1. SMS short codes 
  2. Augmented reality apps
  3. UPC bar code reader
  4. Bluetooth and NFC (nearfield communication)
To give you an example of one of the alternatives to QR codes, Bluetooth and NFC work like a sensor. When you walk near or through these "sensors", they trigger a notification to be sent to your mobile phone. (More information about NFC can be found here.) For a Virtual Agent, the notification can range from a personal virtual shopper, a virtual assistant, information on products, or limited time coupons to entice consumers to purchase products on the spot.   

In short, mobile recognition technology (whether it be QR codes, SMS short codes, etc.) are an important part of a mobile strategy. Monitoring the target audience and adapting to what the consumer wants is essential when adopting mobile strategies.  How does your company make it easy for customers to interact with your brand via mobile device? Does your strategy include QR codes or apps? Share your mobile marketing or support strategy here. 

One of the Top 3 PC Manufacturers Along With the Leader in Networking Renews Contracts with noHold, Inc.

March 20, 2014, Milpitas, California – noHold customers continue to renew contracts after achieving multi-year success with Virtual Agent and Knowledge Management solutions. Virtual Agents continue to achieve popularity with advances in Artificial Intelligence and market validation from leaders such as Apple® (Siri®), IBM® (Watson™), Google™, and more.
 
One of the largest PC and Consumer Device manufacturers has decided to continue its relationship with noHold, marking the 6 year anniversary date. The company began its partnership with noHold in 2008 and has successfully expanded to support products such as PC, peripherals, mobile devices, as well as gaming systems. A Virtual Agent is a popular choice for the end customer, specifically with gamers and technology aficionados who enjoy the Artificial Intelligence (AI) interaction with quick and accurate responses. In addition, the increasing demand for a mobile support/service option places the Virtual Agent at the top of the preference chart due to its ability to carry a conversation similar to text messaging.
 
The leader in networking has also opted to renew its relationship with noHold, marking an 8 year anniversary date. This company started its partnership with noHold in 2006, and has leveraged the Virtual Agent as well as Knowledge Management solutions across business units such as consumer electronics, small business, video teleconference, and more. The trusted brand has won multiple awards for support and self-service and is a visionary in the Internet of Everything (IoE) movement. Virtual Agents have proven to be ‘butler-like’ applications that will change the way humans interact and experience the IoE.
 
noHold customers continue to achieve Return On Investment (ROI), Higher Net Promoter Scores (NPS), and consistent adoption by expansion of Virtual Agent technologies. In recent analysis Virtual Agents in PC and related industries performed very well, with a cost per session (full conversation) less than the price of a vending machine gumball.  With clients in pertinent industries such as Consumer Electronics, Telecommunications, Computing, Finance and more, these Virtual Butlers are proving to be the customers’ preferred interaction channel.
 
"The industry has evolved incredibly since the late 90's. It has been nice to witness and be part of every single step forward. However, I believe the best is yet to come. We are happy to have such great customers who share that vision,” said Diego Ventura, CEO 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 interaction. noHold customers include Toshiba, Lenovo, Cisco and a host of industry leaders. More information can be found at www.nohold.com.

 
Press Contact
Sarah Ramoz
Marketing Operations Manager
sramoz@nohold.com
408.946.9200 ext. 305
Copyright © 2014 noHold Inc. All other product and service names are the property of their respective owners.

Wednesday, March 19, 2014

The Most Commonly Used and Most Effective Virtual Agent Solutions

As we've mentioned in the past, metrics are an important aspect of a Virtual Agent (VA). Virtual Agents automatically capture actionable customer intelligence based on each interaction, and powerful administrative tools allow your company to create custom reports on the usage of the Virtual Agent based on organizational needs. Trusted brands use the metrics to report on things such as effectiveness, escalation, abandonment, completion, and more. In addition, noHold provides clients with a monthly value card as an added bonus from the Professional Services team with great recommendations, best practices, additional metrics, etc.


One category provided in these values cards is the top 5 most commonly used solutions and the top 5 most effective solutions. Here is a snapshot of the most commonly used solutions for one of the leaders in the PC/Consumer Electronics industry. 

For one line of products (Product X), the top 5 most commonly used solutions were: 
  1. Drivers and software
  2. Install drivers manually
  3. You want to update drivers and applications using "Product X" System Update
  4. Windows support
  5. Get a Product Recovery CD or DVD
For that same line of products, the top 5 most effective solutions were:
  1. Install drivers manually
  2. Download SM Bus Controller
  3. Drivers and software
  4. You want to update drivers and applications using "Product X" System Update
  5. Get a Product Recovery CD or DVD
The most commonly used solutions and the most effective solutions might sound similar, but there is an important distinction between the two and a good reason for listing both. Most commonly used solutions can be defined in exactly the same way they are interpreted; these are the solutions that the end customer uses most frequently. The most effective solutions are the solutions that users rate as very helpful for solving their problem. Effective solutions are important to note because they allow you to learn from your customers as to what works best and can be used as a guide for improving the solutions provided by the Virtual Agent. For example, a solution can make the most commonly used list, but not the most effective list. This could be an indicator that your customers are asking this same question, but aren't finding the solution very helpful. Your company can take this information and adjust the Virtual Agent accordingly to better suit customers needs. 

The demand for excellent customer service is high; it can make or break a business. Using reporting tools to learn more about your consumers is a proven effective way to increase customer satisfaction. 


Monday, March 17, 2014

Robots Learn to Express Human Emotions


This is a short clip from technologynewsvideos entitled "Robot Baby Learns How to Express Human Emotions." It is an interesting video showing the advances the robotics community is making with Artificial Intelligence in relation to cognitive functioning. Robots (as well as Virtual Agents) are incorporating more of a human element to their user interface to augment the friendly feel and personable connection between man and machine.

Developing "humanoid" robots that are able to, in a sense, feel emotions, is a controversial topic. Are robots created to enhance our lives? Are we venturing into uncharted territory? Where do we draw the line? To learn more about the future of humanoid robots check out this 2014 documentary, Future Humanoid Robots- From Fiction to Reality.

Cheers!
www.nohold.com

Thursday, March 13, 2014

Throwback Thursday: Happy 25th Birthday to the World Wide Web

Yesterday (March 12, 2014), was the 25th birthday of the web. Sir Tim Berners-Lee, the inventor of the World Wide Web, wrote as a guest blogger on Google’s official blog a couple days ago. Click here to read the entire blog. He comments on how the project first came to fruition and his decision that would affect the entire world forever, to make the web accessible to everyone without paying royalties. Berners-Lee states, “This decision enabled tens of thousands to start working together to build the web. Now, about 40 percent of us are connected and creating online. The web has generated trillions of dollars of economic value, transformed education and healthcare and activated many new movements for democracy around the world. And we’re just getting started.” 

The web is still very young; with the technology and knowledge we possess today, the possibilities with the Internet are endless. What started as an open "information management system" has turned into something that has enhanced the lives of billions. Experts are predicting that by 2025, "The Internet of Things, artificial intelligence, and big data will make people more aware of their world and their own behavior" (Internet 2025: How It Could Look Like). With the direction the web is going, people are anticipating a more interactive and immersive experience. (Manufacturers are already moving towards the development of products that have the capability to connect to the Internet only.) 

The Internet has only reached a fraction of its potential. What do you think the future of the web will look like? 

I'll leave you with this photo of the first web server on the World Wide Web used by Tim Berners-Lee, displayed at Microcosm (the public science museum at CERN).
Photo Credit: Wikipedia


Wednesday, March 12, 2014

"...It's the Only Support Solution That Drives the Cost Down the More it is Used.”

The best way to measure the success of a Virtual Agent is to learn straight from the clients that implement them. One of noHold's customers, ViewSonic, a globally recognized leader in visual display technology, provided noHold with a testimonial on their experience with a Virtual Agent. 

"InstantSupport™ helps us provide quick and consistent solutions for our customers with just a few key strokes.  Its reporting tools guide us towards updates to keep our solutions current and it’s the only support solution that drives the cost down the more it is used.” - Carol Hansen, Manager, Customer Care, ViewSonic

Kudos to ViewSonic for maximizing the use of their Virtual Agent and reaping the benefits of lower support costs and higher customer satisfaction. 

Are Virtual Agents one of the only support solutions that drive down costs the more they are used? What's your opinion? 

Tuesday, March 11, 2014

Virtual Agent Tips and Tricks: Best Practices for Virtual Assistant Implementation

With over 14 years experience in the Knowledge Management and Virtual Assistant space, noHold provides best practices to its customers. Spanning across industries such as Telecommunications, Hi-Tech, Finance, and more, noHold customers have achieved Return On Investment (ROI) while creating award winning eService experiences for their customers.

This excerpt from a recent best practices guide was designed for our client's implementation and ongoing success. Take a look below for a snapshot, and if you would like access to the full document, there are instructions below for contacting us.

This document will address the following:
• Content
• Positioning
• Promotion
• End User Experience
• Integration
• Key Performance Indicators (KPIs)
• Tasks and Timeline
• Post-Pilot Roles and Resources

Positioning

Once you have determined your content, you will need to decide where you would like your VA to live and in what form. This means deciding where on your website you would like the VA to be placed, and if you anticipate this being a tool used on mobile devices. This step will help to drive promotion and the success of the VA.

Tip: Look at where your audience currently accesses support and contact information. In order to generate the most effect level of deflections from live agents, you will need to position the VA in places where people looking to answer questions will most likely engage with the tool.

This might mean integrating with your support page, positioning the VA to preempt the opening of a support ticket, etc.

Questions to ask when deciding on positioning:
  • Should the VA be mobile friendly?
  • Should the VA be positioned on the website support pages? Contact us page? Product pages?
  • Should the Virtual Agent be part of email and marketing communications to your audience?
  • Do you want the VA to have its own internal landing page?

Promotion

After determining the various aspects of scope, Cisco was faced with the challenge of driving self-service adoption. That is, now that the tools were in place, how would Cisco make sure that they maximized their investment and reach as many users as possible? “Promotion,” Mahmoud says. “And by promotion, I don’t mean like offering a coupon for customers, but make the customer aware that these platforms exist. Most companies make the assumption that once you have it online, customers will find it…you have to be proactive to make your customer-base aware of what their options to get support are.” – Tarik Mahmoud, Cisco

This step is directly related to the positioning of the VA. In order to attract customers to the VA, it must first be positioned so it can preempt other channels. Second, the VA must retain those customers by providing effective content. Before either of these things can be achieved, customers need to know that a VA is now available for them to use.

Tip: Here are some effective ways to promote your VA:
  • Good positioning on your site is the key. The link to the VA should be easy to find and located consistently throughout the site, not just under support, but possibly also in the Products page or Contact Us page.
  • Retain customers by providing a unique user interface. Integrate multimedia, Wizards, videos and your logo to foster brand recognition and loyalty.
  • Link to the VA from your community forums, blogs, and other support channels. Give your customers unrestricted access to this great tool.
  • Advertise the VA on your product packaging. The link to the VA should be clearly displayed on packaging, manuals and marketing collateral.
  • Advertise the availability of the VA as a competitive differentiator. “We offer 24/7 support no matter where you are in the world!”
  • Promote the VA in every communication with your customers: Newsletters, email blasts, and on the support agent’s email signature.
  • Advertise it on your IVR. Let people who are on hold know that the VA is available.
These are just a couple tips for implementing a Virtual Agent. To receive access to the full document and get best practice techniques on content, end user experience, integration, key performance indicators (KPIs), tasks and timeline, and post-pilot roles and resources please follow the link to the 'Contact Us' page and request a copy.

Monday, March 10, 2014

A Self-Driving, Personal Virtual Assistant




Smart car sales are continually increasing in popularity since their adoption in the US. Each year they seem to be getting a little more advanced. For example, Apple has created CarPlay, which they launched at the Geneva Motor Show. This software provides iOS users a hands-free option to make phone calls, check voice mail, etc. It is comparable to having a Personal Virtual Assistant programmed into your car.


Similarly, Google is taking smart cars to the next level with their design of the self-driving car. If you live in the Silicon Valley, you have probably seen Google’s self-driving car in action. The video above is Google’s vision for the future of smart, self-driving cars. With the Internet of Everything (IoE) era among us, and the ability for devices to connect with each other, this vision of less congested, safer roads is not too far away. Automobile manufacturers are already incorporating smart machines in vehicles for things such as hands free GPS, and music. How will smart machines and Artificial Intelligence continue evolving along with self-driving cars?

Thursday, March 6, 2014

Throwback Thursday: Virtual Agents Replacing Old Habits

Mashable
Do you remember the time when letters were handwritten and sent via the postal service? What about when a disposable camera was necessary to capture those priceless moments on vacation? To the right is an infographic depicting 50 things society has replaced thanks to technological advances. Some examples from this infographic include making a phone call to find out accurate movie times, recording favorite shows using a VHS recorder, and one I am guilty of no longer taking part in, keeping printed bills and bank statements. Do any of these sound familiar to you?

Today, everyday tasks are made accessible electronically and/or via self-service. There is no need to call movie theaters to get show times. All we have to do is pull out our Smartphones and look it up online. Banking options are also available online now, such as paying bills, depositing checks, transferring money, and tracking bank statements. It seems like we have transitioned from an era of full-service to an era of self-service (the consumers preferred channel).

We have come a long way with technology, and as you can see have made great changes, but there is always new ways to do things lurking around every corner. With the invention of all these new smart machines, virtually everything can be connected to the Internet. There are Smartphones, smart cars, smart dishwashers, smart watches, and more. Virtual Agents are able to act as butlers to augment these devices and the Internet of Everything. We will soon be able to ask a single Virtual Agent to do multiple things that before, we would have had to do manually. For example, changing the temperature in your home can be accomplished through inquiring a Virtual Agent on your Smartphone. Similarly, you can set your DVR to record your favorite show through that same Virtual Agent. Using Virtual Agents as a butler will help simplify your life and make using your smart devices more convenient. And as you can tell from looking at how we've done things in the past and comparing them to how we do them today, technology is created to make daily tasks easier. The possibilities are endless. What do you think the future has in store for technology? What things do we do today that might change in the future?

Happy Throwback Thursday!

Tuesday, March 4, 2014

A Trusted Telecommunications Company Positions a Virtual Agent to Reduce Support Incidents Rate without Sacrificing CSAT




Above is a visual representation of how a leading provider of Home Phone, High Speed Internet, and Wireless Digital TV services positioned a Virtual Agent to preempt the "Contact Us" page. By doing this, the volume of calls, emails, and chats into the Contact Center were cut in HALF!

Here are some keys to success that work for trusted brands:
  • Select a Virtual Agent that is Interactive and Diagnostic to have the best chance at increasing First Contact Resolution (FCR). 
  • Position the Virtual Agent so that it pre-empts the Contact Us page and other channels.
  • If you are not sure what people may ask, deploy an empty Virtual Agent to find out.

Monday, March 3, 2014

And the Oscar Goes to...Artificial Intelligence!


...Spike Jonze, the screenwriter of the film "Her", a film based around a man (Joaquin Phoenix) that falls in love with his Operating System (Scarlett Johansson). Congratulations to Jonze and all the individuals who worked so hard on the film. This movie has really opened people's eyes to a world of advanced technology; a world integrated with Artificial Intelligence. An A.I. movie winning an Oscar is validation that people are more comfortable with the evolution of A.I. and the reality that it will become apart of our daily lives.

Similar to the Oscars, some of our clients win prestigious awards for improved Customer Satisfaction (CSAT) and great Customer Experience, augmented by self-service technologies such as a Virtual Agent (i.e. Artificial Intelligence). Fortune 500 companies utilizing Virtual Agents as a primary resource for online support are winning award titles such as TSIA's STAR Award for "Best Online Support" and "Excellence in Online Support." This just further solidifies the success and consumer demand for this technology. 

Have a great week!