SAN ANTONIO, TX (October 4, 2016) – SWBC, an international financial services company providing a wide range of insurance, mortgage and investment services to individuals, business and financial institutions, announced that its financial institution group is partnering with SmartAction, a Calif.-based provider of Artificial Intelligence (AI) voice self-service in order to power a next generation […]
Picture a grade school yard with tiny tikes running all around. However, there’s a long, stagnant line of children behind the sole swing set. Irritable and sweating from the hot sun, Little Johnny yells his dad’s favorite four letter word. The other children gawk at him as a teacher lunges toward him, eyes bulged, and […]
People are lazy. In fact, if my computer understood me, I’d much rather be speaking this blog than writing it. And that’s the point: the best and easiest human to machine interface in many cases is actually voice, if only the machine understood… Background It used to be that the Net Promotor Score (NPS), a […]
If you’re an NPR junkie like our CEO Tom Lewis, then you likely heard the recent discussion about automated phone help, accompanied by this article on the Marketplace website. Why is automated phone help so bad? The idea is that companies use a lot of tricks that force customers into frustrating and high effort experiences. […]
A few weeks ago we participated in Call Center Week 2016 and now that I’m back in the office I wanted to reflect a bit on a couple of the themes and industry trends I noticed while at the event. Omnichannel – By this point we’ve all heard the term Omnichannel so it’s no surprise […]
If you’re in Customer Service, you’ve heard of omnichannel—in fact, you’re probably sick of the term. If you haven’t heard of it, think of omnichannel as a seamless experience for the customer across all channels. So if a customer begins buying an item online, but chooses to call the company to enter the payment information, […]
(This blog originally appeared on ptpinc.com on Thursday, May 19, 2016. It has been reposted in its original version with permission from the author.) In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats us to “rediscover the lost art of human interaction.” Have our […]
The call center of the future… it’s an intimidating thought. It’s likely to look a lot different than the call center of today. But what does that really mean? Let’s explore automated customer service in the call center of 2050. The Voice Channel Will Remain Prevalent At the turn of the century, many thought that […]
Like many other technological fields, the artificial intelligence industry is very trend-driven. From chatbots to cloud computing services, every week brings a new buzzword to our Twitter feeds and favorite tech blogs. In 2012, the New York Times featured a front-page story about deep learning, shortly followed by articles on IBM’s Watson, machine learning, and […]
To put it simply, deep learning is a type of machine learning algorithm that mimics the neurons and synapses found in the human brain. It allows for the modeling of complex data patterns in multilayered networks that continuously self-improve. Deep learning was first developed in the 1950s during psychologist Frank Rosenblatt’s quest to create a […]
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