Category Archives: Customer service

Context Rules The Modern World

John Hagel published the article “Navigating from the Industrial Age to the Contextual Age“:  “Context is becoming more and more central to value creation. If we don’t pay attention to the circumstances surrounding a person or an event, we’re unlikely … Continue reading

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CUI – Conversational User Interface

Here are a few quotes from an interesting article “State of the conversation” written by Paul Campillo:  Eight trillion. That’s the number of text messages sent every year. For the record, that’s 23 billion texts sent every day. Or almost 16 … Continue reading

Posted in Customer service, Natural Language Processing, Trends | Leave a comment

Chatbots: From Understanding Text to Understanding Customers

Pega’s Andy Lewis published a paper about chatbots and NLP (Natural Language Processing): “If your chatbot cannot pass the empathy test with your customers it should be retired“. “Context demands we bring into the mix customer memory, insight, predictions, rules, and … Continue reading

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