Showing posts with label IoE. Show all posts
Showing posts with label IoE. Show all posts

Monday, August 31, 2015

Miss Last Week's Episode of The Peggy Smedley Show?

Check it out here


Last week, CEO and founder of noHold, Diego Ventura, guest starred on The Peggy Smedley Show. He talked with Peggy about what he sees for the future of Artificial Intelligence (AI). If you missed the live show, be sure to catch the recorded episode by following this link: http://peggysmedleyshow.com/index.php?q=node/3593. (Episode 401). Diego begins his appearance in the third segment titled "Big Potential for AI."

Rainbow brain
Photo Credit: twinfinite.net

www.nohold.com

Thursday, January 8, 2015

A Look Back at Some Highlights of 2014

Photo Credit: theweeklyracer.com
Welcome back! I hope everyone had a fun and relaxing holiday. Now that we are back in motion, I wanted to share a quick recap of some of the memorable moments of 2014. 

1. noHold kicked off our Virtual Volunteers initiative. We successfully implemented a Virtual Customer Assistant (VCA) for the non-profit organization, Family Giving Tree.   
Virtual Volunteer

2. The Internet of Everything (IoE) was, and is continuing to be a hot topic in the tech space. noHold Connect, the evolution of Confederated Knowledge™, is revolutionizing the way humans experience the IoE from a single user interface.

3. noHold's CEO, Diego Ventura, was published in an interview in Connect World Magazine, followed by a feature on the Peggy Smedley Show, the voice of M2M and connected devices. Alongside Diego was special guest Glenn Schleicher, Senior Director of Customer Service of Cisco. Together, they discussed the IoE, Artificial Intelligence, and how noHold fits into the equation. 


Diego Ventura featured in Connected World Magazine
Listed are only a few of the highlights of 2014. To see more click here. It was been a busy year for the team at noHold, and in the coming year we are excited to continue to modernize the way we look at the customers' experience. To keep up with noHold and industry news alike, follow us on LinkedIn or Twitter: @noHoldAI

Cheers!

Monday, September 29, 2014

How Will the Internet of Everything Impact Your Healthcare?

Greetings! I hope everyone had a relaxing weekend!

I wanted to start off this week by sharing a video from Cisco's YouTube channel. As the acknowledged leader in the Internet of Everything (IoE), Cisco gives a great practical example of how the IoE can be utilized within the Healthcare space.   


As you can see, the IoE is working to improve the way we view healthcare, but it isn't stopping there. In the past, we have talked a lot about the use of Artificial Intelligence (more specifically Virtual Assistants) in the healthcare industry. As time progresses, there is an increasing amount of automation in the doctor's office. In fact, in a podcast shared earlier in the year, experts in this arena debated whether robots had better bedside manner than a human doctor. In the end, there were quite a few people who preferred the Artificial Intelligence.

People are beginning to warm up to the idea of letting robots and/or Artificial Intelligence play a major role in their lives. Take wearable devices for example. Most wearable devices are designed as a health monitor; tracking exercise, diet, blood pressure, etc. With the IoE, your personal physician can retrieve the data from your health monitor and sync it with your digital file. This way, if you have to see a doctor, he/she will have accurate data and be better equipped to diagnose the problem. 

Do you think the IoE is going to impact healthcare, or is it just an over-the-top fantasy? What do you think about Virtual Assistants becoming nurses? Let us know what you think in the comments section below. 

Cheers!

Monday, September 15, 2014

Happy 15th Birthday, noHold!

Photo Credit: mecury-labs.com
Last Friday, September 12, we celebrated noHold’s 15th birthday. We have always prided ourselves on being one of the longest standing virtual agent vendors to date. In an interview with Connected World Magazine, Diego Ventura, the CEO of noHold, talks briefly about how the concept of noHold all started.

CW (Connected World): It is said that the past is prologue, and in that spirit, can I ask you to describe how you came to start noHold 15-years ago?

DV (Diego Ventura): noHold is my second company; my first company was STEFRA Corp. We created a product called Video Control that was bundled with most of the Web cameras of the time. It was a very successful enterprise for us, but it also meant that millions of new customers had questions about our software. I have always been passionate about AI (artificial intelligence), so we thought about creating an Expert System that could answer customers’ questions automatically. The idea caught on and I realized there was the opportunity to create a separate company. I raised $15 million from VCs (venture capitalists) and started noHold.”
To read the full interview, please follow this link.

Throughout the years, we have continued to watch and contribute to the growth of this industry. noHold has acquired great experience over the 15 years of developing Expert Systems and we've determined best practices that help our clients enhance the customer experience, but our technology is also flexible and continuously adapting to keep up with the rapid growth of technology. As the acknowledged leader in Web based self-service solutions, we are very happy that in the past few years, Virtual Agents and artificial intelligence have grown to become household names. More and more people are feeling comfortable interacting and having a conversation with their technologies (artificial intelligence) than ever before. We predict great growth in Virtual Agent adoption, especially within the Internet of Everything (IoE). Nevertheless, we are looking forward to what the next 15 years will bring. Cheers!  

Wednesday, August 13, 2014

Didn't Get a Chance to Catch the Peggy Smedley Show? Check It Out on Demand

Yesterday, our CEO had the privilege to be featured on one of the most reputable radio shows for M2M and connected devices, the Peggy Smedley Show. Alongside was Glenn Schleicher, Sr. Director of Customer Service at Cisco. Together, Diego and Glenn, put on a great show, sharing their knowledge and forward-thinking about the Internet of Everything (IoE). 

We just wanted to take the time to say thank you to everyone that was able to tune in to the show. It was a great opportunity to let listeners know what noHold is doing and how important it is, especially as we getting deeper into the IoE. If you did not get a chance to catch the show, but would still like to hear their thought-provoking discussion, please follow the link to archived episodes and click on episode #333. There you will find four segments, Diego joins the conversation in the second segment, 'Interaction with the Internet of Things' and continues into the subsequent segments.    

In today's market, Diego believes the sky is the limit for Artificial Intelligence. It is apparent that A.I. is becoming apart of our daily lives already (i.e. Siri, Watson, GoogleNow, etc.) and it will only get more advanced in the future. Now, with things being connected to the Internet by the second, A.I. can help manage all those 'things.' During the discussion, Peggy mentions that Cisco said, "99% of things in the physical world are still not connected to the Internet, but by 2020, 37 billion intelligent things will be connected to the Internet." With so many connected devices, it is going to be imperative to leverage A.I. to simplify the complexities. 

Glenn joined the discussion and mentioned that there is a new level of challenges that comes with the Internet of Everything -updating software, troubleshooting problems, higher volumes of customers etc.- but by designing self-service (Virtual Agents) that can handle these complex interactions, the Internet of Everything is a very tangible concept for the near future. 

Take a listen to the show and let us know what you think about the Internet of Everything. If you have any questions, you can fill out a contact us form from our website, or tweet us your question by tagging @noHoldAI and using #IoEConvo. We will get back to you as soon as possible. 
www.nohold.com 

Tuesday, August 12, 2014

REMINDER: noHold's CEO Will be on the Peggy Smedley Show in T-Minus 30 Minutes

About a month ago, Diego Ventura, CEO of noHold, was published in an interview with Connected World Magazine. He had the opportunity to talk with Tim Lindner, a distinguished member of the Editorial Advisory Board at Connected World Magazine about the Internet of Everything and Artificial Intelligence, and how noHold fits in. To read the full interview, please follow this link.   

Today at 10:15 AM PT, Diego will be appearing live on the Peggy Smedley Show, the voice of M2M and connected devices. 

To listen in:  
2. Click on the "Listen Live Tuesday at 12:00 p.m. CT" link in the navigation bar at the top of the page.

Nearing the end of the show, there will be a Question and Answer portion for listeners to call in and ask questions or offer comments; the phone number is 866-977-2346 ext. 2. noHold will also be tweeting live throughout the show, so be sure to tweet your comments/questions to noHold by tagging @noHoldAI and using #IoEConvo.

Have questions after the show? You can let us know, by going to the contact us page on our website and filling out an 'email us' form located on the right side of the page. 

We hope you can join us! Enjoy!
http://www.nohold.com/diego-talks-ioe-peggy-smedley-show.html

Monday, August 11, 2014

Diego Ventura, CEO of noHold, with Special Guest Glenn Schleicher, Sr. Director of Customer Service at Cisco, Talk about the Internet of Everything (IoE) on The Peggy Smedley Show

August 11, 2014, Milpitas, California – In recent news, Diego Ventura, the Founder and CEO of noHold, Inc. was published in an interview with Connected World Magazine. Now, Ventura is invited back to be a guest on their live radio show, The Peggy Smedley Show.

Connected World Magazine is a trusted source for all things M2M. They provide insider knowledge about the latest innovations in connectivity, and top technology trends. Tim Lindner, a distinguished member of the editorial advisory board at Connected World Magazine, sat down with Diego to talk about the Internet of Everything phenomenon and how noHold fits into the equation. “What we learned is that what noHold does will at some point in the future touch your lives on a daily basis. It will soon be very transparent to you. All you will see, hear, and touch will be his company’s Virtual Agents.” (Lindner, 2014; Diego Ventura, CEO noHold, Talks IoE and A.I.). To read the full interview, please click here.

As a seasoned veteran on all things M2M and connected devices, The Peggy Smedley Show is a reputable source for industry professionals and technology enthusiast alike. The show features select guests to inform listeners of the different perspectives on the market today, and what they envision for the future. noHold is very excited to announce, tomorrow, August 12th at 12:15 p.m. CT, Diego Ventura will debut live on The Peggy Smedley Show. Glenn Schleicher, Sr. Director of Customer Services at Cisco will also be there sharing his thoughts on the topics at hand. They will sit down and discuss matters such as: Virtual Agents empowering humans to experience the Internet of Everything, Artificial Intelligence (A.I.), cognitive computing, and everything in between.

To listen, please go to http://www.peggysmedleyshow.com/, and click on the ‘Listen Live Tuesday at 12 p.m. CT’ link in the navigation bar at the top of the page. Be sure to call in during the Q&A portion of the show to share your questions and comments; the number is 866-977-2346 ext. 2. Also, we will be tweeting live throughout the show. To join the conversation tag @noHoldAI and use #IoEConvo.

“It is nice to see the industry accepting Artificial Intelligence as a strategic differentiator. The show will give us an opportunity to discuss some of the latest developments and what the future has in store.” 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.

About The Peggy Smedley Show
As the voice of M2M and connected devices, The Peggy Smedley Show is an entertaining, yet fun, resource for listeners looking to understand the issues and challenges of implementing the newest technologies both in the workplace and at home. Broadcast live each Tuesday from 12 p.m. - 1 p.m. CT on wsRadio.com, host Peggy Smedley brings her years of experience, knowledge, analysis, and sense of humor to each show. The Peggy Smedley Show features discussions with top-tech thinkers and newsmakers, offering in-depth analysis, while sharing the hottest connected-device stories and trends. To learn more, or to hear current or past shows, please visit www.peggysmedleyshow.com.

Press Contacts
Sarah Ramoz
Marketing Operations Manager
408.946.9200 ext. 305

Veronica Cech                                                                                                           
Social Media Assistant                                                                            
vcech@nohold.com                                                                                             
408.946.9200 ext. 356                                                                                          

Please follow noHold's 'Press Center' for our latest press releases and news.

Thursday, August 7, 2014

Throwback Thursday: 1983 'Compact' Laptop

"These days, technology is all screen-touch-this and Bluetooth-that. Remember when tech products used to really be state of the art? From the sweet joystick on the Atari 2600 to the compact Apple IIe personal computer, relieve the glory days of gadgets past." RetroGrade from Wired.com is a video series that showcases old-school technologies. They have a few interesting videos including technologies such as camcorders, handheld video games, and more. Check out this episode from the series: The Portable LCD-286 PC Computer.


It is interesting to see the progression of these devices. Take this video for example, the generation has moved from floppy disks to the cloud; from basic screens to HD touch-screen capabilities, from limited support options to interactive self-service solutions. 

What do you envision for the future of 'compact' devices?
_____________________________________________________________________

 NEWS ALERT!

Don't forget to tune into the Peggy Smedley Show next Tuesday (August 12th, 2014) to hear our CEO, Diego Ventura, with special guest Glenn Schleicher of Cisco, to discuss their thoughts on the Internet of Everything (IoE). 

Friday, August 1, 2014

A Look Back at noHold’s Top Stories of the Week: July 28-August 1

This week has been full of some great information; from blogs about the Internet of Everything to Virtual Realities, it has been an interest week. Here's a quick recap of the week's stories.

1. The Internet of Everything is taking city streets to a whole new level with Internet connected trash cans!
Photo Credit: govtech.com

2. Did you know, "35% of IT organizations will have 75% of IT service desk contacts from the business resolved by Virtual Assistants."



3. Flashy gimmicks are no longer the way to promote your company's new products or services. By using a Virtual Agent, it can provide the appropriate information, in the right context. Check out the blog, Leveraging a Virtual Agent to Cross-Sell Within the Right Context.

4. #TBT: Virtual reality is the new anesthesia? It seems so. Researchers are studying the effects of being immersed in a virtual reality while undergoing dental procedures. Studies are showing that the pain is significantly reduced when you distract a patient by immersing them into a virtual reality. Maybe one day, instead of being 'put under', all you'll have to do is put on a headset and drift into another reality. 
_____________________________________________________________________

Hope you all have a great weekend, cheers!
www.nohold.com

Monday, July 28, 2014

The Internet of Everything Improves Cities

Smart phones, smart cars, smart homes, and now, smart trash cans. This video shows how Philadelphia is moving towards becoming a 'smart' city by installing solar-powered trash compactors for the public. 


Video Credit: cnn.com

As they mention in the video, "The big belly solar compactor automatically crushes down it's trash, allowing it to hold 5 times the amount of garbage as a standard waste basket. When it's full, it sends an alert to a website indicating it needs to be emptied. That little alert makes a big difference." With the capability to hold more garbage and send notifications when it is time for a trash bin to be emptied, the city becomes more efficient, while saving money.

Internet connected trash cans are just another example of how smart technology is impacting our lives. As more and more things become 'connected', people will start to interact with Virtual Agents(VA) on a daily basis as their primary source to manage all these devices.

Do you think VA's are going to play a big role in the Internet of Everything? Can you imagine a 'butler-style'  Virtual Agent that can communicate with all your devices and notify you when something needs to be done?
www.nohold.com

Friday, June 20, 2014

Illustration of the Internet of Everything Working to Make Your Life Simpler

Check out this snapshot of a Cisco infographic. It illustrates an example of how a connected world (Internet of Everything) can help simplify your life. 


Click here to see the full document. 

How do you see your life being impacted by the Internet of Everything?

Thursday, June 19, 2014

Throwback Thursday: Managing Crowded Cities with the Internet of Everything

Photo Credit: suspectphotography.com

Above is a link to a video from CNN.com about a company using traffic cameras and algorithms to reveal data about pedestrians; essentially, becoming a part of the Internet of Everything (IoE).

The video was set in New York City, one of the most crowded places in the United States, with millions of people walking around daily. The Department of Transportation would hire individuals twice a year to use umpire pitch counters and manually track the number of pedestrians walking by. Using this method is not always accurate, though. In today’s society, now that everything is connecting to the Internet, a startup called Placemeter is supporting this phenomenon. Using various cameras around the city, they can count the number of people outside and inside buildings and turn those camera feeds in useful data.

Capturing these numbers and turning them into actionable data that can be accessed by the public is just another way to stay connected through the Internet. As they mention in the video, “Americans spend roughly 37 billion hours a year waiting in lines.” This technology can help the public reduce the number of hours they spend waiting in line. 

Imagine a world where a Virtual Agent can augment this type of technology by organizing and communicating this information to humans. For example, a Virtual Agent might have access to this data and let users know how many people are at the grocery store so it can estimate how long it might take you to go shopping. Or the Virtual Agent might notify you that your favorite restaurant has a short wait time. The more information you have on a location, the better equipped you are to manage those areas.

How do you feel about the ability for cameras to count people and share this information with the public? Would a Virtual Agent help to provide the 'human element' to transform this data into loyalty and efficiency? 

Friday, June 6, 2014

Apple Embraces the Internet of Everything with the Announcement of HomeKit

Photo Credit: techcrunch.com

On Monday (June 2), Apple announced their official dive into the smart home device market at WWDC 2014. HomeKit, as they call it now, is "a new toolkit for iOS 8 developers that will create a standard for developers to pair their iPhones with different smart home devices. That will make it simpler for users to provide secure access to those devices" (Apple Introduces HomeKit to Securely Pair iPhones with Smart Home Devices).

This further validates the need to experience the Internet of Everything in simpler terms. Being able to manage multiple devices through a single user interface, plus the integration with a Virtual Agent to act as a 'butler' and streamline all interactions, revolutionizes users' experiences.  

Do you think Apple is beating out the competition with their latest smart home platform? Check out this article, Apple HomeKit vs. Samsung, Google + Comcast, and let us know what you think about the current state of the home automation market. 

www.nohold.com

Thursday, May 22, 2014

Throwback Thursday: From the iMac to iHeadphones? How Will Apple Join the Wearable Device Market

Photo Credit: macsinmovies.blogspot.com
Check out the throwback photo above of a popular cartoon promoting Apple's iMac G3. But have you ever wondered why most Apple products have the letter "i" in front of the name? (i.e. iPhone, iPad, iTunes, etc.)

It all started in May of 1998 when the iMac was first announced (iMac G3 Introduced). The infamous lower case "i" is said to have stood for "Internet", meaning their products were Internet-friendly, which was a big deal back when PC's were first gaining popularity.

Today, it is used as more of a brand recognition strategy (Apple Support Communities). People all over the world associate "iAnything" as an Apple product right away. 

In more recent news, there is on-going buzz about Apple and their potential acquisition of Beats by Dre, the major mogul of high quality audio technology. But the big question is still, "Why?" Why would Apple spend 3.2 billion dollars on audio technology? 
Photo Credit: thenewsnerd.com

One thought is that they are in the process of developing "iHeadphones", or in other words, Internet connected headphones that can connect to your phone through WiFi or Bluetooth connectivity and stream music straight to your headphones with quality sound. “If Apple can incorporate the Beats product into its wearable computing system...then the deal could pose a threat to Google, Facebook, and other companies that are forging ahead on smart glasses and watches,” according to Time. (Who will Apple BEAT with Beats-Apple deal: 4 Things Apple Could Do)

What do you think about Apple's potential acquisition and how it plays a role in the Internet of Everything phenomenon? In the future, will a Virtual Agent -think Siri- be able to respond through wireless headphones (like Beats) and read back your emails, or send your friend a text saying your running a little late? How will all of these separate wearable devices play well together? 

www.nohold.com

Tuesday, May 6, 2014

noHold Demonstrates How Virtual Agents Offer ‘Siri-like’ Experience for Communicating with Wearable Devices

May 6, 2014, Milpitas, California – noHold announces that it has been working with a number of popular manufacturers to prove that Virtual Agents augment the Internet of Everything (IoE). With a working version already able to communicate with wearable technology, noHold Connect will change the way that humans interact with the IoE.

According to a recent article published by Computerworld (Computerworld.com), “Analysts expect not only an explosion of wearable devices in the next three years, but an explosion of mobile apps of all kinds. Research firm Gartner last year predicted that wearable devices will drive half of all app interactions by 2017, a startling prediction, but one that Gartner believes was reinforced by the flurry of wearable devices shown at International CES.” One analyst mentioned that “virtually all vendors are choosing mobile apps to interact with the way we will use a wearable device.”

The scenario that noHold described in a Press Release about noHold Connect and the IoE, is coming to fruition. noHold Connect augmenting the IoE is about focusing on bringing the human element to the future of interconnected living, while making consumers less dependent on multiple apps. When the average consumer purchases a wearable fitness bracelet, he/she will expect to be able to interact with it from a conversational standpoint. Today, a conversation with noHold’s Virtual Butler sounds like this: The end customer asks, “Can I eat cake?” and gets a real response based on the data collected by the devices such as carbohydrate and glucose intake. The response from the Virtual Butler is, “Sorry! Based on your glucose level, you cannot eat the cake.”

Similarly, a wearable device capturing data about sleep patterns is now able to communicate with noHold’s butler. If asked, “How much deep sleep did I get,” the butler retrieves information about last night’s sleep quality, and interprets that data into a response such as, “You had 2 hours and 46 minutes of deep sleep last night.”

This is just the beginning; consumers will expect similar experiences when setting and managing appliances such as a coffee makers, thermostats, etc. as well as conducting common daily chores like checking the automobile’s oil level, making an appointment at the nearest auto shop, while scheduling the recording of a favorite TV program.

At an event this month, noHold’s butler will demonstrate how Virtual Agents can now bridge the gap between Internet connected ‘things’ and cognitive interaction without the need for managing hundreds of mobile apps.

“In the near future, communicating with technology and our surroundings [especially devices] will be the norm. Voice and text interaction with our environment is not just a marketing ploy; it’s happening. There is a real paradigm shift that’s taking place, and the technology has been validated by industry leaders such as IBM Watson™, Apple®, Cisco®, and more. I was recently asked where we get our inspiration for connecting new devices, and I definitely recommend attending the Cisco Live event which is taking place May 18-22 in San Francisco. You can register for the event here,” said Diego Ventura, CEO and Founder of noHold, Inc.

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
408.946.9200 ext. 305

Copyright © 2014 noHold Inc. All other product and service names are the property of their respective owners.

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!

Monday, February 10, 2014

A Real-Life Example of the Internet of Everything

Happy Monday! Hope everyone is having a great start to their week. 
I came across this video that might bring a smile to your Monday morning. Cisco explains how the Internet of Everything can augment your life. 




If your life was connected to the Internet of Everything, what kinds of things would you want to happen automatically? How could the IoE simplify your life? 

Thursday, January 30, 2014

Throwback Thursday: This is Your Website with FAQ's. This is the Website of the Future. Any Questions?

Happy Throwback Thursday!

The CEO of noHold, Diego Ventura, recently sent me a link to a website called Internet Archive: Wayback Machine. This website has millions of archived web pages from over the years. After checking out some of my favorite company’s older web designs, I thought about support pages. I found a few support pages from various tech companies and was surprised at how different they were designed compared to today.

Intel Support Page (1998)
Above is a screenshot of Intel’s support homepage from 1998. Their support for that time consisted of having a list of products to click on and then pops up some general facts and solutions to typical problems. There was also a “Did this help?” question at the bottom where end-users could provide feedback about their experience.

Apple Support Page (1998)
For all the iPhone lovers out there, here is a screenshot of Apple’s support page from 1998. One of Apple’s support resources was to utilize their searchable knowledgebase, which allowed end-users access to try and find solutions to their problems.

Lastly, I wanted to share Cisco’s support page from 1996. They approached their support page with more FAQ style tools.

Cisco is doing a lot of work with the Internet of Everything and futuristic concepts, so I thought it was interesting to take a look back and see how the visionaries were providing support for their customers 20 years ago.

You can definitely tell the times have changed and technology has advanced greatly. Companies are putting more emphasis on the customer experience today and rightfully so. Having anything but an excellent customer service/support strategy is just not going to cut it in today’s world. With smart machines booming in the market, consumers are demanding that interactive component. You can already tell that within the last 20 years, websites have become drastically more engaging and interactive. End-users have a conversation with a Virtual Agent to find the solution to their problem, creating a more person experience for the consumer, instead of going through a list of FAQ’s. 
Cisco Support Page (1996)

Is your website stuck in FAQ-mode? How much has your brand's support experience evolved in the past 10 years? Do you envision a future where support pages are immersive and completely interactive? 

Cheers!



Wednesday, January 29, 2014

Gartner Predicts, "By 2016, 35% of IT Operations Organizations Will Have 75% of IT Service Desk Contacts From the Business Resolved by Virtual Assistants"

Hi all, I wanted to share with you a blog we posted for Albert written for IT professionals/CIO's, but it also gives great information for Virtual Agent enthusiasts as well. Enjoy!



     This year I have been talking a lot about the growing popularity of smart machines, the Internet of Everything (IoE), and Virtual Agents. I typically write about these topics from a customer support or customer service perspective in the PC market, though. I recently came across a document from Gartner explaining that similar trends hold true for the IT Service and Support Management (ITSSM) industry. Gartner predicts, “By 2016, 35% of IT operationsorganizations will have 75% of IT service desk contacts from the businessresolved by virtual assistants” (Predicts 2014: Automation Brings Promise to IT Operations Management, But at What Cost? December 2013). With BYOD, WYOD, bid data, and more, IT organizations are in need of extra hands to eliminate some of the work load. Using Virtual Agents to answer tier one questions open up a huge amount of time for IT professionals to focus on other important aspects of the business, all while reducing the cost within the IT department. In a population that demands technology, self-service is the norm to most people and is quickly becoming the preferred channel for support. Employees want to find the answers to their own questions fast and avoid long resolution times. Providing them with Virtual Agents, allows them the capability to help themselves.

     As I mentioned, artificial intelligence is one of the few, big disruptive technologies emerging into the tech world in 2014. More and more big name companies are recognizing its popularity and becoming more proactive in their journey towards automation and Artificial Intelligence. Just recently, IBM invested over one billion dollars into developing a new business unit for Watson (IBM’s Watson for Business: The $1 Billion Dollar Sire Slayer). The market is getting dominated by smart machines fast and experts agree that there will be a strong demand for artificial intelligence in the coming future. It is beneficial to stay ahead of the curve and be prepared for the undergoing changes. Gartner recommends, “Act now to initiate exploration, build expertise, assign resources, and launch smart machine initiatives. This area is in the early state of evolution, but holds enough promise that early adopters should benefit more over time” (IBM Bets on New Watson Unit to Ignite Smart Machine Era Growth, January 2014).

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Thursday, January 9, 2014

Throwback Thursday: Before the Internet of Everything (IoE)

Happy Throwback Thursday! I hope everyone had a wonderful holiday season, with a great start to the new year.

For the first throwback of the year, I thought I would dive into a hot topic of 2014, the Internet of Everything (IoE). More and more devices are connecting to the internet daily. In the past (circa 2003), only 500 million devices were connected. (The Internet of Things: How the Next Evolution of the Internet Is Changing Everything) That sounds like a lot for that time, but when you look at it from a world population stand point, it is less than one device for every person in the world. 

As of 2012, Cisco found that the number of devices connected to the Internet was about 8.7 billion. (How Many Things Are Currently Connected to the “Internet of Things” (IoT)?) Since the launch of Smartphones and tablets, the amount of devices connected to the internet has increased significantly, meaning there is a little over one device connected to the internet per person. This massive increase can be correlated with the launch of Apple's iPhone and other smartphones/tablets. Smartphones are not the only smart machines on the market though, there are smart cars, smart TV’s, smart refrigerators, even smart coffee machines. The goal of the IoE is for all these different devices to be able to work with each other; Bridging the communication gap between man and machine.    
The predictions for the future of the IoE are positive. Leading analyst firms and Fortune 500 companies agree that by 2015 there will be an estimated 15 billion devices connected and by 2020 there will be over 30 billion devices connected to the Internet. What do you think about these numbers? Will the IoE change the way we live for the better?   

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