Forrester Invites CEO of noHold to Discuss Intelligent Assistants and the Digital Enterprise

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Going to be in the Chicago area next week? On May 8th, Diego Ventura, CEO of noHold will be participating in Forrester's Digital Transformation 2017 event in Chicago, IL. Diego was asked to be interviewed in part of the new AI Summit portion of the event. Here is a little background information on the Summit...

"Artificial intelligence (AI), machine learning, and related data-driven technologies have moved to the forefront of the business technology agenda. Together, they promise real-time analysis, immediate adaptability, and scalable automation. But the actual implementation of AI varies dramatically from function to function — and there are unique challenges to each application. 

In this program, co-located with Forrester's Digital Transformation Forum, we will examine how AI systems are transforming business operations, rewriting business strategy, and creating new engines for rapid, disruptive growth. We will look at best practices in AI for both business and technology professionals in:

• Core AI systems.
• Business intelligence and analytics.
• Commerce and payments.
• Internet of things, robotics, and automation."

(Digital Transformation - AI SUMMIT)

Andrew Hogan, Analyst of Forrester will conduct the interview with Diego talking about Intelligent Assistants and the Digital Enterprise. 

Registration is required to attend, so please click here to register. 

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Lenovo Uses noHold’s AI to Provide Consumers with a Single Point of Search

November 19, 2015, MILPITAS, CA – noHold recently announced the release of a new AI connector that allows for integration with multiple knowledge sources such as Bing, Google, Lithium Communities, and more. This connector is unique because of its ability to pull content from different sources, all within one place; we call this Single Point of Search.

Lenovo, a leader in providing innovative consumer, commercial, and enterprise technology, is one of the first companies to utilize this type of connector. When discussing web self-support, creating a seamless customer experience was a top priority for Lenovo. With the use of noHold’s connector, Lenovo is able to provide users with a sophisticated search experience through one intelligent interface.

As a strategic way to provide a self-service tool that will augment the customers’ experience, Lenovo’s new product portal focused on a few major areas:

•   A cleaner, more concise user interface with simplified navigation.
•   New and updated content was created.
•   The use of a Virtual Assistant to provide a search experience was enabled to provide real-time solutions from 3rd party sources.

According to a recent Forrester study, web self-service has officially surpassed the use of the voice channel for the first time (Forrester’s Top Trends for Customer Service in 2015). As the number of self-service users continues to climb, the self-service technology itself needs to advance as well. Single Point of Search is the start to shifting the way consumers engage with companies. There will no longer be a need to jump from channel to channel to find the answers you need. Customers will have the information that is most relevant to them, with the convenience of accessing it from a single point. 

“There are three factors that are making the adoption of Single Point of Search critical for companies in the near future: (1) the volume and complexity of content is increasing, (2) the number of repositories for content to be pulled from is growing, and (3) end users are demanding there be one place where they can find exactly what they need. We are pleased to see companies, such as Lenovo, recognizing the need for this type of support and paving the way for others to follow suit,” said 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

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Virtual Agent Tips and Tricks: Leading Analyst Predicts Top Customer Service Trends for 2014

A few months back, Kate Leggett (Principal Analyst at Forrester) wrote a blog titled “Forrester’s Top Trends for Customer Service In 2014.” She suggested 12 new developments to adopt this year to keep customers satisfied and coming back to your business for more. Here are just a few of her tips that really hone in on how to provide over the top customer service.

“Trend 1: Customers Demand Omnichannel Services”
noHold's opinion:
People like to have multiple options when it comes to customer service. Although voice is still the most used channel of communication, it is still important to offer other preferred channels, such as self-service, to balance out the company’s support ecosystem.

“Trend 6: Knowledge Will Evolve from Purely Reactive to Giving Advice”
noHold's opinion:
It is going to be crucial for your company to invest in a knowledge management solution this year. “67% of consumers use web self-service to find answers to their questions” (Forrester's Top Trends for Customer Service in 2014). Since customers prefer self-service, it is important to have the company’s knowledge easily organized, shared, and analyzed so people can find the right solutions on their own time, quickly. Analysts foresee an increased use in Virtual Agents to support a more natural conversation. This will help create an enjoyable experience for the customer, instead of sending lengthy, irrelevant documents.

“Trend 7: Decisioning Will Power Offers, Actions and Connections”
noHold's opinion:
Predictive analytics is a growing trend this year. Brands are analyzing what you look at and your past purchases to try and predict what it is that you would want/ need. Predictive analytics is a great resource for cross-selling/ up-selling. For example, if someone buys something online and encounters  a problem, they can pull up the Virtual Agent, get the answer they need and the Virtual Agent will be able to provide them with the right content personalized for them.

“Trend 10: The Agent Experience is No Longer an Afterthought”
noHold's opinion:
Another top trend for this year is to increase Contact Center agent efficiency by simplifying their work space. One way to accomplish this is by implementing a Virtual Agent into the Contact Center directly. By doing this, your company will improve the Average Handle Time (AHT) per phone call, increase consistency, improve churn, and even new trainees can effectively give solutions to customers with the help of the Virtual Agent.

These are just a few of the top trends talked about in this article; there are many more predictions that can help your company exceed your customers expectations. To read the full blog, click here.  

How do you plan to keep customers satisfied and increase loyalty? 

Cheers!
www.nohold.com 

Throwback Thursday: Customer Service via Facebook

Throwback Thursday!

     Forrester believes that Facebook matters to customer service. With such a vast audience on Facebook, and really all social media channels, it is important for companies to give their consumers what they really want...GREAT customer service! Back in 2011, Forrester analyst, Diane Clarkson, wrote a blog emphasizing the benefits of utilizing Facebook as another way to give great customer service, and in turn improve customer satisfaction. noHold was mentioned in this blog for promoting customer service on Facebook via our Virtual Agents. Diane's blog applied then, and with the Facebook audience only continuing to grow at rapid rates, it applies just as much now. 

     

     We have the same opinion, Facebook is an excellent way to promote online customer service and we provide innovative ways to implement these practices. In May of 2011, noHold became one of the first Virtual Agent providers to offer Facebook integration. Having the ability to implement your company’s Virtual Agent on Facebook not only offers more customer support to your consumers (who can complain about that?), but also allows you to analyze metrics in a way you could not do before. With this large audience, it is important to understand what types of questions are being asked. Knowing the answers to these questions gives you the power to create better products/services for your patrons. 

     "Since the very beginning, noHold has been all about empowering people to get the information they need, when they need it, and on their own terms. We share this goal with Facebook, so being able to integrate with their platform is a natural result of our strategy." - Diego Ventura, CEO, noHold, Inc.

Happy Throwback Thursday!