Category Archives: Customer service

Treating Your Employees Like Customers

The onboarding process should be a streamlined integrated experience that asks for and offers the right information at the right time. How to do it? Sandy Kemsley in her latest vlog recommends treating your employees like customers. “I spend most … Continue reading

Posted in Business Processes, Customer service, HR | Leave a comment

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

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