Showing posts with label Virtual Customer Assistants. Show all posts
Showing posts with label Virtual Customer Assistants. Show all posts

Thursday, January 15, 2015

Self-Service and the Internet of Everything Make a Big Splash at CES 2015

It was a record breaking year for the International Consumer Electronics Show (CES). There were tons of innovative and immersive technologies being showcased, including things like driver-less cars, 4K TV's, advances in wearable devices, and virtual realities.

But what do all these things have in common? They all have the potential to be connected with the Internet of Everything (IoE) phenomenon, a continuing hot topic throughout the space. Check out this short clip from CES's YouTube channel, highlighting one of the major trends at this years show, the IoE.



Artificial Intelligence and Virtual Assistants also made an appearance at CES 2015. According to an article from inc.com, Virtual Assistants are one of the top tech trends to watch out for this year (8 Hot Tech Trends Coming to Your Office in 2015). Gartner also predicted in 2012 that "by 2015 [this year], 50 percent of online customer self-service search activities will be via a Virtual Assistant for at least 1,500 large enterprises" (Gartner Says Organizations That Integrate Communities Into Customer Support Can Realize Cost Reductions of Up to 50 Percent). While the exact numbers are not available at this point, it is apparent that since 2012 more and more companies are adopting self-service strategies to support their customers' needs.   

What were some of the tech gadgets that caught your eye this year? Any predictions for CES 2016?  
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!

Thursday, November 20, 2014

"Big Hero 6": Predicting the Future of Robots as Healthcare Professionals

Photo Credit: Disney
Just a few weeks ago, Disney released their newest movie, "Big Hero 6." Just as you would expect from a Disney movie, it is full of laughter, action, and a heart-warming plot, but instead of the typical princess movie, it is about a robotics prodigy, Hiro, and his best friend Baymax, a robot designed to help people.  As the plot thickens, Hiro, Baymax, and friends band together to become a group of high-tech superheroes. 

To make the personal health care robot as accurate as possible, creators of "Big Hero 6" went straight to the experts themselves to do research, including a professor at the Robotics Institute and Human-Computer Interaction Institute at Carnegie Mellon University, Chris Atkeson. The concept of a 'soft' robot came from Atkeson and his colleagues. Disney was intrigued by this type of robot because it is one that most people have never seen before in a movie. It is distinct from the rigid transformer-looking robots, and the soft edges give Baymax more of a warm, caring appearance. 

In an recent interview with Atkeson, he stated that he doesn't think this sort of technology (personal health care robots) is too far off. "I think it's very soon. We haven't gone for a complete system. But we have gone for parts of it. The design that we could do very soon, like a carbon fiber skeleton and pneumatic actuators internally, is possible. It's not clear, though, that making a big balloon and putting stuff inside of it is the right way to go. Do you know what water wings are? They're like a sleeve. That's probably a much better way to do the inflatable part –essentially putting sleeves on all the limbs and torsos. Space suits are already inflatable robots, so the armored Baymax exists. The space suits rely on the human inside to actually guide it. They have to deal with micrometeorite damage and things like that, so these are serious, robust systems." 

Here is a short clip of the inflatable arm that inspired the design of Baymax.


We are already seeing artificial intelligence/robots become more accepted in the medical field. For example, earlier this year, industry analysts talked about the day if/when computers will replace doctor. They found that the majority of people actually preferred interacting with the artificial intelligence compared to a human doctor. Similarly, kiosks are making their way to more and more doctor's offices; used as a Virtual nurse for patients to get quick answers to non-emergency questions. 

Another example is a company in the medical industry using Virtual Customer Assistants(VCAs) to provide their partners with a quick and easy way to answer questions about products and solutions. View the slideshare below to learn more about how they offered their VCA to their Partners.


   

We've posed this question at the beginning of the year, but it would be interesting to see how opinions might have changed in the span of a year. Where do you think the future of medicine and technology will take us? Will robots replace nurses and doctors? Share your thoughts with us in the comments below. 

Tuesday, October 28, 2014

How to Increase Revenue With Support Services

In a customer-centric world, creating an excellent customer experience is key to making your brand stand out from the rest. Statistics show that improving the customer experience is actually cost effective; “A 2% increase in customer retention has the same effect as decreasing costs by 10%” (15 Statistics That Should Change the Business World- But Haven’t). One noHold customer discovered how an existing Virtual Assistant could help generate revenue by promoting new products/services in the right context. Here’s the story…
  • The brand in reference is in the consumer electronics industry.
  • The company implemented a Virtual Assistant that primarily answers post-sales questions about products.
  • On average, the Virtual Assistant handles 75,000 interactions per month, while significantly decreasing support costs.
  • The company began promoting a new service on the web site, a Premium Support Service.
  • They used typical marketing strategies: banners, colorful buttons, etc. Very little leads came from this type of advertising, though. 
  • noHold proposed to let the Virtual Assistant offer the Premium Service in the right context. For example, when an end user describes a problem, the Virtual Assistant provides an answer, but if appropriate, it also suggests to sign up for the Premium Service. No flashy buttons or gimmicks, just let the Virtual Assistant play the role of an expert advisor. 
  • It worked! Of the 75,000 interactions per month, 10,000 resulted in leads, and 1,200 converted into sales. After doing the calculations (each sale being about $110), this company was generating an average of $132,000 per month via the new revenue stream.
From this, we learned a couple invaluable lessons. First being, the Virtual Assistant is a great resource to generate leads that might have been lost otherwise. The same service that was not getting attention while flashing in the middle of the Website, is now reaching record sales due to the Virtual Assistant’s ability to understand the context of the conversation and present an offer only when it makes sense. 

Secondly, the Virtual Assistant is able to provide a better customer experience than most other solutions. Take this as an example; a customer is lamenting that the battery life on his or her laptop is degrading. The Virtual Assistant can provide both simple suggestions to increase battery life, and present a one-click link to buy a new battery. In the end, the customer receives excellent customer service and the company effectively cross-sells in the appropriate context. 

“In today’s society, humans are programmed to reject typical forms of advertisements, but everyone still appreciates a helping hand when they are trying to solve a problem.” –Diego Ventura, CEO of noHold.