EXPERIENCE


How AI is Transforming the Contact Center

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In theory, virtual assistants will greatly improve the customer experience, because AI bots can store endless amounts of data and access relevant information at the right time to give customers exactly what they want. AI bots can also help organizations boost efficiencies and reduce costs, because organizations will no longer have to operate contact centers staffed 24/7 by employees around the globe. Perhaps you remember Microsoft's Tay bot disaster of 2016, when it took Twitter users less than 24 hours to turn Microsoft Tay from an innocent chatbot modeled to speak like a teenage girl to misogynistic, racist monster. However, those responsible for implementing AI and bots into their contact center would be wise to remember, when there is only one human on the line and that is the customer, there is nobody to hear them scream.


An Artificial Intelligence Roadmap For Contact Centers - Brand Quarterly

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From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, there is no doubt that the days of the single channel call center are long gone. It makes perfect sense for AI to be leveraged within the contact center environment With the development of digital channels, it makes perfect sense for AI to be leveraged within the contact center environment. An intelligent routing solution can rout interactions from multiple channels, including voice, email, chat, social, mobile, and more. AI technology is also being used now to create smart customer care solutions that mimic customer care agents with humanlike recommendations and high precision search.


The next video game controller is your voice

Engadget

Games are now the top category for Alexa, and the number of customers playing games on Echo devices has increased tenfold in the last year, according to an Amazon spokeswoman. Myers describes their work as "stories you play with your voice," and the company crafts both their own games and the tools that enable others to do the same. They're sort of interactive narrative experiences, or narrative games." Created by Numinous Games, which previously made That Dragon Cancer, it runs on Google's Daydream virtual reality platform, combining visuals with voice and a hand controller.


How Artificial Intelligence Is Reshaping, Personalizing The Beauty Industry

International Business Times

New York-based Headliner is just one of many companies creating custom AI chatbots for beauty brands. For example, earlier this week the tech-savvy marketing company Dynamic Yield launched an AI collaboration with Sephora Southeast Asia, to create customized shopping experiences for shoppers from Australia to Indonesia directly on Sephora's websites, newsletters and mobile platforms. Brands live Covergirl and Shiseido are even launching AI-powered mobile apps to help shoppers find products that match their complexions perfectly. Dynamic Yield, which counts Chinese AI innovation driver Baidu among its investors, has also worked with companies like Urban Outfitters and Lamoda, just to name a few.


Retailers: Adopt Artificial Intelligence Now for Personalized and Relevant Experiences Adobe

@machinelearnbot

Ensuring a relevant experience for customers, whether they're heading to a store or shopping online, is achieved by leveraging the power of artificial intelligence (AI), including machine learning and predictive analytics, to deliver personalized experiences at scale. Even a Little AI Can Help Deliver the Right Experience Working with AI, predictive analytics, and machine learning perhaps seems out of reach for many retailers, however, as Kevin mentioned, it's not an all-or-none proposition. When machine learning and predictive analysis do take the wheel, cross-channel customer interactions become increasingly relevant to customers on an individual level. The Future of AI in Retail Experiences The technology powering artificial intelligence is quickly growing and evolving.


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With new hardware, software, and services optimized for AI and high performance computing (HPC), HPE wants to make it faster and easier for businesses and scientific organizations to use data-based insights to drive innovation. The HPE Apollo 6000 Gen10 System is the "most secure HPC system in the world," the release said, and it has been re-tooled to be able to provide more than 300 teraflops per rack. The HPE Apollo sx40 System and the HPE Apollo pc40 System are both Intel Xeon Gen10 servers, with support for different kinds of GPUs. The new experience brings boosted firmware security, performance software from HPE, cluster management, and additional service enhancements that will make it simpler for businesses to derive value from their AI tools.


Midyear Pause: 6 Weeks, 7 Events, and the State of Collaboration

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And Cisco told attendees of a recent customer care event about the "magical experiences" it is delivering through emerging capabilities like conversational UI and machine learning-based self service. At the events I recently attended, all the vendors talked about how they're approaching this problem, with the objective being to enable contact centers to deliver great customer experiences. A more poignant example is the incandescent lightbulb, 118 years passed from its inception to the point at which Thomas Edison perfected it, as a speaker at the Canadian Telecom Summit noted. Even once breakthroughs are perfected, success is not guaranteed -- and no matter how innovative digital transformation becomes, mass adoption generally takes a long time.


Amazon Fire 7 tablet review: still a lot of tablet for just £50

The Guardian

It looks quite different to the traditional Android experience from Google, lacks Google apps and only has access to the Amazon App Store, not the Google Play Store. Navigating it is easy with clearly marked panes filled with either apps, games, books, video, music, magazines, audio books etc. The jewel in the crown for Fire OS 5.4 is Alexa – Amazon's voice-enabled smart digital assistant. It's the same Alexa that's found in the company's Fire TV and Echo smart speaker devices, and has access to the same information.


Autonomous Vehicles Will Choose Who Lives and Dies -- What Are We Going To Do About It?

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It's true a significant amount of labor will be displaced, but second order effects will create a net increase in new jobs. It's true that the auto did displace pre-auto transportation jobs, but it also paved the way for entirely new industries -- three big beneficiaries come to mind. Second, consumer industries; the actual businesses that lived in these newly constructed complexes needed labor after all. It's the precise reason why every tech company and auto company is strategizing on how they will navigate the space.


By merging AI with human intelligence, you can provide the superhuman interactions consumers have come to expect.

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Certainly, none of this is a secret: Whether we're talking AI or apps, technology has fundamentally altered the way we interact with companies. For those of us who work to create digital experiences, the challenge then is to strike a meaningful balance between artificial and human intelligence. AI is fantastic at sparking a conversation, but at points of complexity, make it easy for customers to pivot to human interactions. Leverage human intelligence and instantaneous connectivity wherever ambiguity exists.