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Showing posts from June, 2017

Agent.AI - Mobile Customer Service with the AI Bot

Earlier in June I had the opportunity to talk to Barry Coleman , CTO of , an about 2-year-old company at the time of writing this. The company spun off of , a very different business that enable the delivery of in-app advertisements. In order to support this mission more and more, first internal, then external support capabilities were needed. At first they built chat functionality for internal and for support purposes. Then there was the question of how to efficiently provide 24/7 support. This resulted in giving birth to a bot structure that can help customer service agents in an assisting mode, called co-pilot mode, and an autonomous mode, called autopilot. And it gave birth to’s mission is to enable “exceptional customer service for all”. While this mission is not particularly unique, their approach is. First, has built its customer service software around a machine-learning platform. Second, the company provides their solu

SAS Customer Customer Intelligence 360 - Turn Data into Experience

A while ago Angela Lipscomb from SAS got in touch with me to get me introduced to SAS’s concept of a Customer Decision Hub. Their Customer Decision Hub is a solution concept that shall allow organizations to derive insights and to trigger actions from interactions with external parties, like customers based upon rules and the derived insights. A Customer Decision Hub e.g. orchestrates the determination of Next Best Actions, and allows responding to an incoming request in real time using analysis and decision logic. At the same time standard communications can get suppressed based upon the same set of rules. In other words, the Customer Decision Hub fosters customer engagement based upon inbound signals that get analyzed and processed through the organization. Why is this remarkable, I hear you asking? It is remarkable because SAS Software first of all is an analytics company with a strong reputation for enterprise analytics at the higher end of performance and price poin

Customer Service - How to Turn a Poor Experience into a Positive One

Turn unhappy customers into happy ones With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service centers. Customers do not accept a mediocre service experience anymore. With their smartphones they have the means to get to customer service with nearly no delay and they are certainly willing to use it. And they do it. In this situation customers are often already feeling some frustration or disappointment because they couldn’t achieve what they wanted to achieve in the first instance. They already had their taste of a suboptimal customer experience. Frustration, disappointment – customers’ negative emotions towards a brand have a corresponding negative impact on the business. Customers just might go buy somewhere else. After all, in times of smartphones this has become simpler than ever. The support center now has best chances to add the feeling of being disrespected and ou