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chatbots, digital transformation
Automation
Chris Knight

Chatbots as Part of a Digital Transformation Initiative

Digital transformation is the latest effort huge numbers of businesses are making to modernise, following on from cloud, web 2.0, digital business and others. As part of the drive to make all data part of their analytics foundation to help the business act faster and react to changing conditions, with chatbots just one of the many tools to that can help. Digital transformation is being touted by just about every vendor, all of them offering solutions to modernise traditional processes. They aim to help businesses add AI and cloud services to make data more accessible, to rationalise and streamline processes, and help the company compete in the upcoming 5G, Internet of Things era. Already, businesses are showing positive results from transformation initiatives, and as businesses look at another round of upgrading their IT, adopting cloud and becoming more data and digital-first, digital transformation seems like the road that most will

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chatbot news
Automation
Chris Knight

Chatbots Drive the Agenda at Call & Contact Centre Expo

London’s recent Call & Contact Centre Expo was home to a host of businesses selling solutions and services to keep customers happy with 20,000 visitors checking out the latest products. As those solutions expand to encompass the automated future, lots were talking about their chatbot powers. Call centre operations is big business, large enough for the likes of Oracle, Microsoft, Google, Salesforce and plenty of others to be keynoting or presenting as they tout their vision of the future. That includes lots of big, expensive services delivering customer management and friendship tools among other trends, while encouraging all sizes of business to adopt AI and chatbot services. Beyond the big brands, there are the likes of VoIPCloud offering a mere £3.99 per seat with a Google Chrome extension allowing contact agents to be located anywhere, far beyond the traditional office switchboard, ideal for small biz and startups. A vision that

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chatbot news
Automation
Chris Knight

Chatbots and the Arts Show a Different Side to Technology

From L.S Lowry’s industrial paintings to Fritz Lang’s Metropolis from endless sci-fi comics and stories to movies, the arts help play a major part in setting the landscape for the future of technology and the general population. See how “AI: More than Human” presents the world of bots and other AI-powered systems to the non-tech world. In London, England, the Barbican Centre is hosting “AI: More than Human” over the summer, inviting visitors to explore our relationship with artificial intelligence. While AI might be something that feels like a part of our daily lives, especially if your work or hobbies involve technology, smartphones, digital services etc., there are millions to whom the concept is still probably just as alien. Art can reach those people in ways that a white paper or game never can. Offering the opportunity to “experience the capabilities of AI in the form of cutting-edge research projects

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chatbot news
Automation
Chris Knight

Airlines and Banks Continue to Roll Out the Chatbots

Not a day goes by without a major new chatbot release around the globe. This week, Lufthansa and South African bank TymeBank are among those looking to broaden and improve their customer service platform. Chatbots are a key part of most airlines customer service offering, with KLM’s BlueBot noted for leading the field. However, things are changing fast with the Lufthansa group launching not one but three English-language bots for the carrier and its partner airlines, Swiss and Austrian Airlines. The move helps bring their customer service off the web page or app and into Facebook’s  Messenger App – a product due for a big overhaul as FB revealed at its recent F8 event. The bots will provide support for passengers in the event of the usual flight delays, gate changes, booking and luggage queries. In a world first, the bots also enable rebooking if a passenger has missed a

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business chatbot. company chatbot
Automation
Chris Knight

How to Ensure Your Chatbot Is a Welcome Addition to the Company

Concerns over AI, job losses and privacy are all issues surrounding the rise of artificial intelligence, machine learning and any service that uses them like chatbots. Some basic best practices should keep your staff onside when it comes to chatbot development and deployment, possibly even excited about the possibilities. Recent research has to come to light highlighting the concerns of developers when it comes Ai developments that they consider may do harm in the workplace, or more widely in the battlefield or when used for spying or criminal investigations. The research is from doteveryone, Martha Lane Fox’s new tech and social responsibility think tank. The report, People, Power and Technology cites the need for guidance and skills to help navigate new dilemmas surrounding IT, and a need for clear government regulation so they can innovate with awareness. Yet, companies are starting their chatbot projects every day, and can’t wait around

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youtube, A.I.
Automation
Adriaan Brits

The Importance of Video Content in the Dialogue of Marketing Chatbots

A prospect watches his favorite Youtube video. A highly relevant ad comes along that is better than the video they watch, they visit the landing page and the next thing you know, a chatbot closes the deal and process their card details. This is a story all too familiar for us who work behind the scenes with chatbots and analytics. So how good has video advertising become to feed the sales funnel? There is ample evidence that businesses can benefit tremendously from video advertising which is making use of the best tricks and tools available today. The fact is that YouTube videos should absolutely be part of your marketing efforts. Extensive research has been done over the last couple of years which has discovered that over 80% of consumers have made the decision to purchase after watching a video which has been released by a business. There has been a

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digital marketing
Marketing
Adriaan Brits

Modern Marketers and Digital Accessibility

One of the things we always look at when adding intelligent chatbots to the marketing team is overall digital accessibility: an essential consideration in order to improve both UX and customer satisfaction. This then leads to better conversion rates without a doubt. When marketers talk about digital accessibility then they imply the creation of an experience which will be accessible to many Internet users. There are many audiences who should receive consideration when designing for digitalization. There are those people with physical limitations to be accommodated. There are those who make use of assistive technologies such as magnifiers or screen readers when they look at digital content. You need a digital experience which is created with the idea of accessibility Incorporated into it from the start. This should not be something which is added on later. There are several key accessibility principles which have to be kept in mind when

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robot hotel
Automation
Ashok Sharma

Four Ways in Which Chatbots Can Help the Hotel Industry    

Chatbots have the power to impact and transform the hotel industry Chatbots are the topic of discussion in every hotel conference and hospitality article. This is because of what they can accomplish for the industry. Listing it out, chatbots can – Completely redefine a hotel’s guest experience by engaging the guest in totally unique ways. They can make your brand more relevant by attracting millennials directly to your hotel. Chatbots make the customer’s experience smooth by giving them the ability to chat directly with the hotel. They can message via their own apps or on third-party channels like Facebook Messenger or Whatsapp. Presently, there are thousands of hotels that are already offering messaging services to their guests, some are offering the option to text them directly while some have developed their own apps, and the rest are utilizing third-party messaging channels like Whatsapp and Facebook. Looking closely at this technology

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personal chatbot
Automation
Oisin Muldowney

Are Personal Chatbots the Future?

Chatbots have been around for decades, but they’ve recently garnered more attention as they become better and used even more. When Facebook opened up their Messenger API in 2016, it led to hundreds of thousands of bots over the next two years. Early chatbots were (and many still are) quite generic and impersonal. Yet the option exists to create a relationship between the chatbot and the user, one that provides individualised, personal experiences. Requirements for personal chatbots Personal chatbots require certain elements to make them useful. Here’s a quick rundown of the major requirements for a truly personal chatbot. Other factors are involved, but these are the big ones that must be present for a chatbot to truly be personal. Identity Knowledge – To make a chatbot personal, it’s crucial for it to have knowledge of the person interacting with the software. A method for the chatbot to “know” who

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chatbot history
Automation
Oisin Muldowney

The Evolution of Conversational Chatbot Systems

Conversational chatbots like ELIZA and PARRY in the 1960s and 1970s were early, crude examples that were basic in their implementation and effectiveness. Over the decades, the technology has increased considerably, resulting in examples like Alexa, Siri, and XiaoIce. We’ll take a closer look at the latter below, but let’s first go over the details of chatbots capable of realistic communication with human users. Types of chatbots Here’s a quick rundown of the various types of chatbots based on their intended purpose. Chatbots for Entertainment – Early chatbots like ELIZA, PARRY, and others were conversational chatbots primarily meant for entertainment purposes. These early examples of chatbots were intended to give practical examples of the technology available at the time and had no real-world uses most of the time.   Task-completion Conversational Systems – These chatbots are concerned with more than simply chatting with users. While able to understand different natural

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