How to Reach 900 Million Users

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One of the most important aspects of creating a successful Virtual Assistant is making sure it is readily available for end users. Its evident that people are embracing Artificial Intelligence in their everyday lives, and companies are investing into it at an exponential rate. Last year alone, $8.5 billion was spent on enhance AI, four times the amount spent in 2010 (economist.com). With the demand for AI continuing to grow, and the technology only becoming more advanced, it is important to strategically place Virtual Assistant to reach the most number of users. 

Before, company websites and mobile devices were the primary way to access a Virtual Assistant. Now, with these large companies adopting A.I. practices and the user base they have, Virtual Assistants can be accessed through a wide array of platforms, reaching a broader range of users, and ultimately, potential customers. 

For example, the latest Facebook Messenger announcement, allowing end users to interact with Artificial Intelligence (they refer to it as chatbots). Using API connectors, Virtual Assistants can plug into Facebook's Messenger Platform, connecting to their audience of over 900 million users world wide.

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It doesn't just apply to Facebook's platform though.There are so many platforms like Facebook's M that Virtual Assistants can integrate with such as: Siri, Cortana, Google Now, Amazon Echo's Alexa, Cisco's Spark, Microsoft Skype and more. By moving beyond the web and mobile, companies are able to reach a greater amount of people that already exist on these platforms.  
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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?  

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Microsoft’s Virtual Assistant, Cortana, Shows up on Windows 10 PC’s

Photo Credit: PCWorld.com

Microsoft recently announced their latest operating system, Windows 10 to come out soon. Windows 10 is centered on the customer, with new features that include things such as Spartan (a new browser that is said to have the most advanced features), having more integration with Xbox capabilities, and Cortana being fully functional for all Windows 10 PCs. These are just a few of the new features for Windows 10, but we are particularly excited about the integration of Cortana on the PC.

The trend is continuing to shift in favor of Artificial Intelligence. Cortana integrating onto PC’s is only further validation that top name companies are realizing more and more people are accepting, and actually preferring, the use of a Virtual Assistant in their day-to-day lives. This same paradigm goes for support as well. Consumers are looking to simplify their lives with technology, and a Virtual Assistant allows them that opportunity.

What do you think about having a Virtual Assistant directly on your PC? Will other operating systems follow suit? 

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Virtual Customer Assistants and Self-Service Used to Enhance CRM Platforms

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Last week, ComputerWorld published an article on Microsoft’s newest CRM suite, fully equipped with their Personal Virtual Assistant, Cortana. “Tasks available via Cortana voice commands will include setting up meetings and reminders, searching for contacts, accounts and activities, calling up customer lists and creating new records” (Cortana to Give Voice and Ears to Dynamics CRM).

It seems like Microsoft is making the right moves, at the right time by enhancing their Dynamics CRM platform. Research from trusted analyst firms in the industry are advocating for a shift to omni-channel CRM systems; that is, moving from a Contact Center to a Customer Engagement Center (CEC). According to one of the leading analyst firms, it is imperative for companies to include multiple business applications and technologies that will coexist and work cohesively. Some examples of functions that incorporate to create the full CEC ecosystem are: knowledge management solutions, social media channels for customer to receive support (including blogs, communities, and forums), providing mobile support options, and more.

Other CRM vendors are further validating the need for omni-channel CRM platforms. Recently, the customer service and engagement vendor, [24]7, acquired Virtual Assistant company, Intelliresponse. Another example is Nuance’s acquisition of VirtuOz a while back. These CRM vendors are realizing the value of adding Virtual Customer Assistants as another channel to enhance their CECs. Since self-service is becoming one of the most preferred means for communicating with a company, it is going to be key for CRM vendors to incorporate a way for customers to self-serve if they are on the web, social media, forums, mobile, or at kiosks.  

Do you think other vendors will follow suit with Microsoft? How do you think these acquisitions of Virtual Assistant companies will change the way we use CRM?      

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Google, Microsoft, Facebook, and More are Validating the Artificial Intelligence Market

Here is a short clip from "What's the Big Deal?" talking about Google's plan to move toward Artificial Intelligence (A.I.). Google is not the only one interested in A.I., though. Big name companies including IBM, Apple, Microsoft, Nuance, and Facebook are also making an investment into A.I. business units. With this sudden spike of interest in A.I., the future is looking bright for intelligent super computers! 

What do you think about these major companies investing in A.I.? 

Flashback Friday: The Artificial Intelligence Movement

Artificial Intelligence (AI) is appearing in the tech news more and more. AI is more than just a trend though; it is a growing movement being embraced by the World. Leading analyst are validating the market (BLOG LINK TO GARTNER PREDICTS) and Fortune 500 companies such as IBM with Watson, Apple with Siri, and Google with Google Now, are in agreement that AI is continuing to grow exponentially and has no plans to stop. Now, Microsoft is on board with the AI movement as well. It is rumored that the release of the Windows Phone 8.1 is going to come equipped with an AI virtual assistant (much like Siri) code-named “Cortana.” The name Cortana come from the Xbox game series Halo. Cortana is an AI hologram character used throughout the game as a co-partner to fight off the enemies. Halo fans are very excited to see one of their favorite characters’s become a Virtual Assistant (Microsoft May Breathe New Life into Halo’s Cortana AI).

Microsoft’s co-founder Paul Allen is also on board with the AI movement. He is realizing that AI is not just a childhood fantasy anymore; with today’s technology anything is possible. Allen and others are doing research on developing an AI that can understand language and use reasoning skills to interact with its surroundings (Paul Allen and the Machines: Teaching the Next Generation of Artificial Intelligence).

Due to a busy week, we decided to do Flashback Friday this week. In light of Flashback Friday I wanted to share Microsoft’s early uses of a Virtual Agent.

1    1. We all remember Clippy in the corner of the screen helping users with their PC problems.

2    2. Here is a screenshot or a press release from 2007 announcing Microsoft’s implementation of a Virtual Agent.

Throwback Thursday: The Evolution of Knowledge Management

     This week for Throwback Thursday, I found a fascinating infographic about how Knowledge Management (KM) has altered over the years. Believe it or not, Knowledge Management has been around since 3500 BC when the cuneiform language was developed. The invention of this language paved the way for information to be shared, stored, and preserved. 

     Now if we fast forward to the 1990’s, when computer technology and the World Wide Web became hot topics “software vendors scrambled to develop Knowledge Management solutions as its presence in the corporate world blossom into something big. Microsoft and IBM both reposition their software to emphasize Knowledge Management qualities.” According to this infographic, having a Knowledge Management solution is a high priority for companies now a day. Big names such as those mentioned above, knew to be successful they would need an effective KM solution. Implementing KM solutions is a great way to allow people to contribute to information securely, help companies manage/organize information and
make it easier for people to search and find the correct information they are looking for.

      The future of Knowledge Management is ever expanding. There will always be further information to be added and new ways of sharing it.  Peter Drucker, a former management consultant and the man who coined the term Knowledge Management, said in an article in the Harvard Business Review, that its sole purpose is not only for managers to share  knowledge, but also to track innovation that occurs as a result. 

    You can find all this information and more by clicking on this link that will send you straight to the infographic which was produced by Socialcast.  

Cheers!