The Search Paradigm is Shifting, Are You Ready?

For the past two decades, the Search paradigm has dominated the person-computer interaction. Companies such as Google have led the way with their minimalistic UI we all know, but we have noticed that this traditional Search paradigm leaves the responsibility of sorting through a long list of possible answers in the hands of end users, often resulting in a cumbersome experience.

This year, the person-computer interaction will shift from the traditional Search paradigm to a next-generation Search experience. There are 4 key ingredients to improving the end user Search experience: N.I.C.K.

1. Natural Language Processor (NLP)

2. Interactive

3. Context sensitive  

4. Knowledgeable

We call this new paradigm the Concierge. Check out this week’s video to learn more about N.I.C.K. 

To find out if N.I.C.K. (the concierge approach) works for your company, contact us to organize an A/B testing between your existing search paradigm and N.I.C.K. 

Best wishes in the coming year, 

Diego

A Look Back at noHold's Top Stories of the Week

Happy Friday all, hope you had a great work week, and have an even better weekend! But before you rush out of the office, take a look back at some of our top posts of the week. 

1. Cruise: A start-up company markets the first version of their highway autopilot system. What does this mean for Google's self-driving car? 

2.  4/5 Users Prefer Using a Virtual Agent to Traditional Support Options 

This week, after completing multiple A/B test sessions, we have found that 4 out of 5 people who tried both, the current support options of 'Brand X' and a Virtual Agent of 'Brand X', preferred using the VA to guide them to what they were looking for. For a description of the A/B testing done, check out the blog, Majority of Users Preferred Interacting with a Virtual Agent as a First Line of Support. 

3. Throwback Thursday: Evolving from computer bots to humanoids

What is your opinion on robots that look exactly like humans? If you have used a Virtual Agent for Customer Support, Care, or sales questions, do you prefer to know that it is an automated solution before interacting?    
                                                                                                                   
Cheers!
www.nohold.com

Virtual Agent Tips and Tricks: "How Do I Check for Outages in my Area?"

"How do I check the status of my order?" "How do I log into my new router?" Consumers always have 'how to' questions, such as these, when dealing with any company, regardless of the industry. Each company has the power to provide immediate answers to these questions, while increasing customer satisfaction. 

The inspiration for this blog came from an article titled, 12 Ways to Improve Android Battery Life. It got me thinking about all the cutting edge, lesser known features that gadgets have, that most people don’t know how to use. A few weeks ago, I wrote a blog about embedding 'how to' videos into Virtual Agent responses to visually represent the solution to an issue, but Virtual Agents are equally used for supplying ‘how to’ solutions via a conversation.

Using the article mentioned above as an example, the user wanted to know how to improve the battery life of the Android phone. Instead of searching through articles online, a more direct and interactive way to find out would be to ask a Virtual Agent. The Virtual Agent can then give you a list of steps on how to save the life of your battery, in real time.

Also, finding cool new ‘how to’ hacks for a new device is social currency and encourages sharing with friends and family. “Hey, did you know your device can do this?!” You can easily share the solution(s) you found with your social audience directly through a sharing mechanism that can be embedded into the Virtual Agent.

What are some of the most commonly asked ‘how to’ questions? Are the solutions difficult to find and share, or are they presented in a conversational manner (even without the assistance of a live person)? How does your company make 'how to' questions an interactive experience for your customers? 

www.nohold.com  

Virtual Agents Enhance the Customer Experience within Handheld Devices

Lately, there has been much news about trusted brands expanding product lines to include mobile devices, as well as consolidation among vendors. Top PC manufacturers are starting to realize that to stay a competitor in the industry they need to branch out to the tablet, smartphone, and wearable device markets. For example, Lenovo recently acquired Motorola Mobility from Google with the desire to strengthen its position in the smartphone market (Lenovo to Acquire Motorola Mobility from Google). Also, Dell has been reaching beyond PC’s to solidify its stake in the tablet and mobile arena. Big name companies are also preparing for the wearable device boom. Intel jumped on the wearable train and acquired Basis Science, a provider of high-end fitness trackers, along with a few other companies that specialize in wearable tech (Intel Buys Fitness Band Maker Basis Science). Amazon's recent announcement of a smartphone, further validates the demand for not only mobile devices, but enforces the consumer desire for streaming media on the go. 

While Virtual Agents are known for the ability to troubleshoot issues and answer questions about desktops and laptops, they are also flexible enough to live on handheld devices. Their lightweight characteristics give them the ability to adapt to almost all environments. In fact, noHold's CEO has talked about a future where websites take a more proactive approach and begin by asking the visitor a question first; comparable to a concierge style Virtual Agent.

Do you see the future of websites (via PC’s or mobile devices) being more proactive, intuitive and interactive? Will trusted brands start using this concierge-like approach to seamlessly guide users through their websites? Leave a comment and let us know what you think.   

www.nohold.com

Leading Analyst Firm Predicts Cognizant Computing to Include Virtual Agents

Photo Credit: smartplanet.com

In today’s market, cognizant computing is making a breakthrough. It is the cutting edge technology that customizes services, products, and advertising to individual consumer based on information gathered straight from those consumers. For example, cognizant computing allows ‘Brand X’ to advertise sales on tablets to Joe because he searched for tablet sales, and that same brand can advertise device accessories to Suzie because she has a purchasing history of device accessories. Of course, this is a basic example, and cognizant computing involves more complex algorithms to determine what each customer wants.

Photo Credit: coolmomtech.com

Just recently, Apple announced the newest version of its Operating System (iOS 8) to include features that will personalize user experiences through cognizant computing. They unveiled the “intuitive typing technology that can predict replies to text messages based on the content of the text and the person you’re talking with” (Apple Announces iOS 8, with an Overhauled Keyboard and Self-Destructing Audio Messages). In essence, your device will recognize who you are talking to and adapt the predictive text accordingly. So, if you are talking to a colleague, the predictive text will appear more professional, as opposed to talking to a close friend where the predictive text will be a bit more laid back. 

This type of cognizant computing is paving the way for everyone else. Soon, users of all types of devices will expect this type of customized interaction, not only for mobile apps, but even on the web. Virtual Agents are going to be able to collect data from users and provide them with more specific information to what pertains to them. Also, cognizant Virtual Agents are going to be able to purchase things online for 'me.' Leading analyst firms agree that Virtual Agents are going to be to apps, what search is to websites; but with most people using mobile devices to browse the web, Virtual Agents are going to be expected for website interactions as well.

What do you expect when interacting with a Virtual Agent? What is your opinion on cognizant computing and the future of technology for end users? 

www.nohold.com

Can a Virtual Agent Decide What Kind of Tablet Best Fits Your Personality?

Photo Credit: stores.macmall.com

We have all seen the fun, social quizzes typically on Facebook to find out, “What Star Wars Character is Most like You?” or “Who is Your Perfect Literary Boyfriend/Girlfriend?” Once in a while, we come across one that strikes our interest and we get pulled in to take it.

Many popular brands use these types of quizzes to engage their audience, and promote sharing among friends via social media. By doing so, brands are able to create a unique experience, increase engagement, while spreading brand awareness to prospective clients without having to do it directly themselves.

One way to implement quizzes is through a Virtual Agent. Using fun quizzes as a part of the Virtual Agent experience will encourage more users to interact. A core part of the technology used for a Virtual Agent is its ability to provide an interactive and diagnostic experience for users. Meaning, it can take the answers from the quiz, and using logic, turn them into meaningful metrics. For example, a company in the consumer electronics industry that is focusing on tablet sales can include a quiz in the Virtual Agent that might ask, “What Kind of Tablet Best Fits Your Personality?” Take the photo above: an Apple superstore created a quiz, "Which iPhone 5s Color Are You?" People were interested in taking the survey, increasing engagement, and participants were encouraged to buy the product they thought best suited them according to the results. By incorporating a fun quiz into the Virtual Agent experience, you create 'stickiness', promote sharing, while capturing actionable customer intelligence, among other benefits. 

Tell us how your company leverages quizzes to increase customer engagement. Have you thought about using a Virtual Agent as a customer experience companion? 

www.nohold.com

The Future of Wearable Technology…for Kids!

Kids in the 21^st century are getting accustomed to technology at much younger ages. "Around one quarter of children aged 12– 15 (26%) and 18% aged 8-11 have their own tablet computer, while household ownership of a tablet has more than doubled since 2012 (51% vs. 20%). Use of a tablet computer at home has tripled among 5-15's since 2012 (42% vs.14%) while one-quarter (28%) of 3-4's use a tablet computer at home" (Digital Kids: how children are using devices, apps and media in 2013). With such compelling statistics about the use of technology among children, Leapfrog has decided to venture into the wearable technology market. They already create apps and tablets focusing on education, but the LeapBand is a similar concept to adult fitness bands (i.e. FitBit, Jawbone, Nike Fuel Band, etc.), encouraging play/ healthy living habits for children.

As mentioned in the video above, Trying Out Leapfrog LeapBand, a Fitness Band for Kids, the LeapBand is an interactive “fitness gadget” for children ages 4 to 7 with 50 games and challenges such as “walk like a crab” or “spin like a helicopter.” Once an activity is completed, new games and “virtual pets” are unlocked on the device. Another feature, designed for the parents, is the ability to monitor your child’s activities and control what challenges they can and cannot do.

Children are exposed to technology use all the time. In a technology driven era, children are sometimes expected to know how to use these devices. (Tablets in the classrooms, smartphones, etc.) Providing them with a popular technology that also promotes physical activity is a great way to support healthy lifestyles later on in their adult years, while learning the ins and outs of using different technologies.

Can the worries of parents about their children not getting enough exercise or outdoor activity due to technology now be put to rest? Do you think we should embrace the use of technology for our children?

www.nohold.com

Virtual Agent Tips and Tricks: Using a Virtual Agent to Enhance Your Product’s User Manual

User manuals tend to have a love/hate effect on consumers. They are full of useful information and insider knowledge about the products, but it can be a headache having to read through it all to try and find one piece of information.  An example of a cumbersome user manual is for vehicles; hundreds of pages that are filled with so many terms, it is hard to find the information you are looking for. Cars are getting more advanced in today’s technology driven world, too, adding more capabilities to your car than ever before. But to figure out how to utilize these special features you have to find it in the manual and in some cases, go to a support site if you are having problems. 

Compared to car guides, phone manuals have continuously gotten shorter and shorter, with mostly the “common” features provided on a small flip book. Even though the physical user manuals have been cut down, the online versions of the user guides can exceed hundreds of pages, with no interactive and diagnostic features to aid your experience.

While these manuals don’t provide the most intuitive responses, a Virtual Agent can help enhance them to be more user friendly. Instead of handing consumers a huge book, a link to the Virtual Agent can empower users to to simply type in a question such as, “How do I connect my phone to my car?” and get an immediate solution without having to sift through many pages of information.  

Another example of how a Virtual Agent can be used is for registering a product. Typically, when a customer purchases software or any other computer related devices, the manufacturer encourages registration. That process tends to be tedious, informing you to do this and then click that. With a Virtual Agent, registering a product can be streamlined making the experience more interesting and interactive. Doing this provides consumers with that personal, interactive element they are expecting when seeking online assistance, while increasing the chances of repeat visits to the Virtual Agent in the future.

Would customer feedback surveys get better responses if they were part of a Virtual Agent interaction? Would you be more inclined to complete a credit card application through a Virtual Agent than through multiple screens of questions?  What are some other scenarios where an interactive conversation would improve a cumbersome experience? 

www.nohold.com

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?

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.

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!

www.nohold.com

Throwback Thursday: Then and Now: Lenovo's eLounge vs. Disney's "Avatar Land"

Some might say I am a Disney fanatic, so I am really excited to share some interesting news… Walt Disney World in Florida is working on a new land to add to the Animal Kingdom called Pandora. It is a replica of the world of Pandora from the 2009 movie Avatar. They are creating this "Avatar Land" to be as interactive as possible, just like being inside a virtual world. It is as though the land is a living organism that responds to contact.  

With an abundant supply of technology and resources, I am sure the creators of Avatar and Disney are going to work together and create a memorable, interactive experience that their guest will be amazed by.

In 2009, Lenovo thought of a concept similar to the avatar land which they named eLounge. This eLounge allows you to create your personal 3-D shopping experience online. You can create your own personal avatar, browse and interact with there virtual products, walk around and share your experience with customers from around the globe, and get support from virtual product specialists. Since eCommerce has sky rocketed in the past few years, having a virtual world that is interactive and collaborative will help complete the circle of the customer experience journey.

What I found interesting was the virtual avatar product specialist that is placed in the virtual shop. Implementing a virtual agent as a product specialist, will eliminate the need for human specialists to respond to every question. After all, a virtual world should have virtual agents, right?

Do you like the idea of online shopping, simulating an actual store? Would you like to communicate with other shoppers for advice and support? 

Happy Throwback Thursday!