According to Cisco’s report “Customer Experience in 2020,” the average person could have more conversations with bots than with people next year. This is just one of a growing number of studies suggesting that retailers are finally grasping the significance of automated customer-service platforms and are ready to unleash them on the world.
For years, the hype around chatbots as a potentially revolutionary means of customer engagement has largely outpaced technological advances. Until recently, consumer experiences with artificial intelligence–powered assistants have been frustrating, hilariously ineffective, or maybe somewhere in between. Almost everyone has experienced the sort of automated engagements that seem to end as soon as they begin: email messages from no-reply senders, text messages from numbers you can’t text back, or promising automated Web chats that quickly lead you to a generic FAQ page. Read More
If you’re in the market for a new speaker, you might have trouble finding one that isn’t labeled smart—or at the very least, voice activated. Maybe that’s just what you’re looking for. In fact, maybe you’re really excited about the idea of controlling some of the lights in your home via voice and are ready to brave the waters of home automation. So you pick up a smart speaker and some expensive light bulbs.
You get home and set everything up, thrilled that you can now ask your smart speaker to turn the lights in your living room on and off and even dim them. When your partner arrives home, you demonstrate this new bit of automation only to receive a cold reprimand for buying what’s basically a $1,000 light switch. Read More
Both Web and mobile innovations are progressing at an incredible rate, making any lack in these essential technologies a critical issue for any company. As long as a decade ago, a poorly optimized Web site could lead to your losing traffic and revenues. Today, businesses cannot afford to ignore technology trends. Don’t let your business fall behind the technology curve.
Creating voice user interfaces (VUIs) for mobile apps is the hottest trend right now—and will continue to be for the foreseeable future. Voice is a natural user interface. Some leading brands have already boosted awareness of their mobile apps and increased customer engagement by adding voice capabilities that are powered by existing VUI platforms. For example, Snapchat has launched an in-app voice assistant that is based on SoundHound, which lets users trigger filters with voice commands, immediately improving user engagement and loyalty. Pretty soon, users won’t just appreciate the greater functionality and friendliness of a voice-powered mobile app, they’ll expect it. Read More