noHold’s AI Platform Integrates with ServiceNow’s Knowledge Base

July 28, 2016, MILPITAS, CA – Earlier this month, noHold created a new connector integrating with ServiceNow®. To date, noHold has completed a dozen integrations, with plans to continue creating connectors to Facebook, Alexa, and more. 

ServiceNow is a company committed to changing the way people work, offering service management for every department in the enterprise including IT, human resources, facilities, and more. Using an open API set, noHold was able to develop a connector that enables a seamless integration between Virtual Assistants and ServiceNow’s knowledge platform. 

A multi-billion dollar company that produces oil and gas is using the Virtual Assistant and connector to streamline content management operations. The connector allows content to remain in its current location, without having to duplicate it to noHold’s platform. The benefits of this connector include: 

• All content can be managed from one repository of information. 
• Improve customer satisfaction by providing the most accurate information from a single interface.
• Personalization of the customer experience.
• Expands the Single Point of Search vision.

The addition of the ServiceNow connector has added great value to the list of integrations done by noHold. Moving forward, noHold is continuing to develop more connectors to further integrate with various platforms and other Virtual Assistants. Diego Ventura, Founder and CEO of noHold, explains, “Virtual Assistants are designed to decrease the level of effort required by end users to complete a task. Connecting Virtual Assistants to other platforms is key to make sure end users can transparently tap into the capabilities of a company’s back-office systems and devices.”

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 Cisco, Intel and a host of industry leaders. More information can be found at http://www.nohold.com or subscribe to noHold’s vlog to hear more from CEO, Diego Ventura.

Press Contact
Veronica Cech
Marketing Associate
vcech@nohold.com    

noHold Virtual Assistants Integrate with Oracle Knowledge Base

Enhancing the Customer Experience for a Leading Security Software Company

May 26, 2016, MILPITAS, CA –noHold developed a connector that allows a Virtual Assistant to leverage content that is stored in Oracle's knowledge base.

One of the world’s largest dedicated security technology companies, and long-standing customer of noHold, has implemented this type of connector to continue to provide their customers with a world-class customer support experience, without having to transfer existing content to a new knowledge platform.

This security software company needed a way to keep their content in its current location (Oracle), improve the quality of the Virtual Assistant's solutions (embedding the solutions within one interface), and still maintain the diagnostic and intuitive aspect that the Virtual Assistant is known for. Before the connector was in place, the Virtual Assistant answered users’ questions with links directing out to relevant articles hosted on Oracle's site. Now, with the connector, the Virtual Assistant can pull content from Oracle's knowledge base, and display it directly on the Virtual Assistant interface.

  

This integration has proven beneficial for multiple reasons:

• Avoid content duplication - eliminates the need to maintain same content in different repositories.
• Ability to track performance metrics - Metrics captured with the Virtual Assistant can be used to improve content quality in Oracle's knowledge base.
• Single Point of Search - provides a seamless experience for users.

“Single Point of Search is strategic to providing a consistent end user experience even if content resides in different repositories. In the future, Virtual Assistants will be connected with almost anything we can think of, from repositories of information, to multiple devices, to other Virtual Assistants.” -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 interactions. noHold customers include Cisco, Dell and a host of industry leaders. More information can be found at http://www.nohold.com or click here to subscribe to Diego’s vlog.

Press Contact

Veronica Cech

Marketing Associate

vcech@nohold.com   

408.946.9200 ext. 356

All other product and service names are the property of their respective owners.

Interview with Manager of Consumer Electronics Virtual Assistant

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Judy is the sole manager of the Virtual Assistant used by a large corporation. Since the initial implementation of the Virtual Assistant, Judy has worked with noHold to create an awarded customer service tool. noHold asked to interview Judy to get a better understanding of how she has managed to maintain excellent customer service with the Virtual Assistant.

What do you think the key has been to your success?
Continuous review of customer queries to identify knowledge gaps and issues with Natural Language Processor (NLP) – primarily synonyms. 

What is your process?
I basically have a 2 step process.
First, I review all queries where the Virtual Agent (also known as Virtual Assistant) was unable to provide a response and determine if we actually have a solution within the Virtual Agent. If we do, then I work with Tom (noHold Knowledge Portal Specialist) to make improvements in the NLP, so these queries are directed to the correct solution. If there is no solution within the Virtual Agent, I try to determine if there is enough traffic to warrant creating a new solution.
The Second step is to review the top 50 keywords from our internal site search and see how the Virtual Agent responds to these keywords; making changes, if required. 

How often do you update the Virtual Assistant? 
Updates to the Virtual Assistant are pretty much made constantly between me and Tom reviewing the interactions. As far as adding content, we add new content as needed; probably, averaging 3-4 solutions a month. 

What content does the Virtual Assistant focus on?
Mostly technical support, but we are also adding in solutions about customer care.

How large is your team?
As far as managing the Virtual Assistant – just me. 

How much time do you devote to the Virtual Assistant?
Between 6-8 Hours a week. I would like to spend more time, but other responsibilities prevent me from doing so at this time.

What reports do you find helpful?
The monthly report card - that is very helpful in identifying some solutions that are under performing. I also use the “Phrase Report” under Maintenance as well as the “Search by Keyword” report. 

How do you use the voice of the customer?
I use Voice of the Customer to improve the website and content from site search. I share the information with content managers at the company, so that they can make changes as needed. It is great to be able to see how customers express issues in their own words. It gives you a perspective into how we could rephrase or adjust messaging to help better support our customers.   

Is data collect from the Virtual Assistant used in other departments? 
Absolutely! I use this to make some improvements in our site search as well as providing this information to our content team for use in creating Knowledge Base documents.

What feature or features are critical for making a world class Virtual Assistant? 
I think NLP, Procedure Guidance, and Synonyms are critical along with continual monitoring of the Virtual Agent.

--It was great to get some insider knowledge on the different elements it takes to maintain a Virtual Assistant for an award winning support team. For more information, or if you have specific questions, please contact noHold.
www.nohold.com

New noHold A.I. Connector Integrates with Lithium Communities

Allowing Users to Leverage Multiple Knowledge Sources from a Single Point of Search

Photo Credit: jdesbonnet.blogspot.com

July 16, 2015, MILPITAS, CA – noHold created a new connector that integrates with Lithium Communities to simplify the customer support experience. With a similar goal to optimize efficiency for end users to find support solutions, the connector uses noHold’s Artificial Intelligence (AI) and Lithium’s search to find answers in the discussion boards hosted within a Lithium Community, and returns the results within the noHold Virtual Assistant window. Through the open API connector, companies can leverage a Virtual Assistant that also works in parallel with multiple knowledge sources such as Lithium, Google, Bing, Salesforce, and more; all from one place, Single Point of Search.

One of the largest PC manufacturers in the world is already utilizing this technology to make their support options more dynamic. For example, if a user is inquiring about a battery issue for their laptop, the user can type ‘battery’ into the search bar. The expert system will bring up noHold’s Virtual Assistant, as well as pull in a library of knowledge and relevant discussion threads from the company’s Lithium-powered community. The technology is designed to help customers find solutions on their own terms, for any type of user. They can use the Virtual Assistant for a more diagnostic and interactive experience, or use the search function to get to a relevant list of articles in the forum.

The advantages to deploying a Virtual Assistant with such a connector include:

• Single Point of Search – having one place for customers to search multiple repositories of information simultaneously.
• Ease of implementation – within a matter of days the Virtual Assistant can go live.
• Low customer effort – users do not have to jump from different channels (phone, web, email, etc.) to find solutions.

“Communities are a powerful way to generate trusted content that solves customer problems. But like any content, community content is most powerful when you deliver it to the right person at the right time,” said Joe Cothrel, Chief Community Officer at Lithium Technologies. “This integration between noHold and Lithium empowers companies to harness the power of community in new ways.”

“Virtual Assistants have gone through an impressive evolution in the past few years. First, leveraging content from their own knowledge base only and now reaching out and connecting to content found in Communities,” said Diego Ventura, CEO and founder of noHold. “Our connector to one of the most sophisticated platforms in the field, Lithium, makes our Virtual Assistant even more in tune with what the audience is interested in because the content is created by the audience itself.  We look forward to this next stage of evolution.”

Contact noHold to learn more about Single Point of Search, and the benefits of an integrated customer experience.

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

All other product and service names are the property of their respective owners.