How exactly chat support outsourcing makes your website growGo4customer
Chat Support Service is defined as the assistance live agents offer to the customers who face difficulty in either navigation, product information, payment process or some other issue on the website.
Take your communication to the next level with chat botBrian Aldous Datu
The past was all about capturing emails. The future will be all about having conversations.
Learn how Ubertor Chatbot can help you grow your Real Estate Business.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignBrian Solis
Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.
Chatbots and Conversational Commerce: Are You Ready?SilverTech
This document provides an overview of chatbots and conversational commerce. It discusses the brief history of chatbots including early systems like ELIZA, Parry and SmarterChild. It covers how chat apps and bots are the new internet and examines the Xiaoice bot. Examples are given of using bots for tasks like ordering flowers, planning trips and getting food. The document concludes by suggesting some ways to get started with chatbots and considering if organizations will embrace bots.
Nowadays every business needs a website and very often a mobile app as well. The Chatbot technology is currently setting a new trend for companies both small and big.
Even though this is a trend, do you ask your self if your business needs it?
Find out from these few slides.
Book A Free Call and let's discuss your needs and create a ChatBot for your business >>> https://schedule.apollineadiju.com/lite/free-consultation
The Marketer of the Future and Conversational MarketingCall Sumo
Artificial intelligence is the future of marketing as it is the only engine that drives conversation marketing as well as increases the interaction with customers.
How exactly chat support outsourcing makes your website growGo4customer
Chat Support Service is defined as the assistance live agents offer to the customers who face difficulty in either navigation, product information, payment process or some other issue on the website.
Take your communication to the next level with chat botBrian Aldous Datu
The past was all about capturing emails. The future will be all about having conversations.
Learn how Ubertor Chatbot can help you grow your Real Estate Business.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignBrian Solis
Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.
Chatbots and Conversational Commerce: Are You Ready?SilverTech
This document provides an overview of chatbots and conversational commerce. It discusses the brief history of chatbots including early systems like ELIZA, Parry and SmarterChild. It covers how chat apps and bots are the new internet and examines the Xiaoice bot. Examples are given of using bots for tasks like ordering flowers, planning trips and getting food. The document concludes by suggesting some ways to get started with chatbots and considering if organizations will embrace bots.
Nowadays every business needs a website and very often a mobile app as well. The Chatbot technology is currently setting a new trend for companies both small and big.
Even though this is a trend, do you ask your self if your business needs it?
Find out from these few slides.
Book A Free Call and let's discuss your needs and create a ChatBot for your business >>> https://schedule.apollineadiju.com/lite/free-consultation
The Marketer of the Future and Conversational MarketingCall Sumo
Artificial intelligence is the future of marketing as it is the only engine that drives conversation marketing as well as increases the interaction with customers.
Luxembourg 2019 market pulse survey for insuranceAccenture BeLux
The Luxembourg insurance industry, often shackled by tradition, is on the precipice of change. It is now perfectly positioned to capitalize on an energized customer-base seeking greater affinity and new services.
This is the key finding of the 2019 Luxembourg Insurance Market Pulse Survey (MPS), the first of its kind in the country. Jointly developed by Accenture and Bâloise Luxembourg, it surveyed more than 1000 respondents on 25 questions across six categories, ranging from ‘Satisfaction’ to ‘Omni-channel Experience’.
Chatbots are a dream come true for any business owner on so many levels. This is exciting! Unfortunately, although the opinion of business owners regarding chatbots counts, what's even more important is the opinion of those that really keep businesses running: Customers.
The document discusses improving customer experience (CX) at LNER. It begins by asking whether there is a clear understanding of customer pain points across the business and whether strategies align to address those pain points. It then presents a mapping of specific customer problem statements against different stages of the customer journey, from inspiration through onboard travel to arrival and onward travel. This is to help understand problems from the customer perspective.
This document discusses the importance of providing customers a seamless experience across multiple channels. It emphasizes that customers are using different devices like desktops, phones, and tablets to research, purchase, and get support. Companies need to connect these channels to improve the customer experience and meet customers' expectations of receiving personalized service wherever they are. While multi-channel is important, it won't matter if the product or service is lacking. The document encourages connecting with customers on various channels.
What does it take to deliver a superb customer journey in today's globally connected and always-on world? Learn why moments matter and how Smarter Commerce is letting businesses apply insights and data to reach out to and engage customers at every crucial touch point.
How Does Contact Centre AI Help You Minimise Consumer Effort | AcefoneJit Dubey
Pandemic has undergone significant transformations in lots of contact centre business operations. Let's look at how artificial intelligence can enhance the consumer experience by reducing consumer effort.
Beyond the Whiteboard - Visual Confections That SellMark Gibson
This document provides an introduction and overview of a webinar on visual confections that sell. The webinar leader, Mark Gibson, will define visual confections, provide examples like infographics and maps, and explain how visual confections can help salespeople communicate more effectively compared to traditional PowerPoint presentations. The goal is for attendees to understand what visual confections are, why they are important sales aids, and how to create their own.
This document discusses how banks can improve customer experience through digital technologies and data analytics. It interviews Bernadette Nixon, chief revenue officer at SDL, a company that provides customer experience management solutions. Nixon explains that banks must focus on customers' entire journey across channels to strengthen relationships. SDL has helped many global banks like ABN AMRO and BBVA optimize digital banking and customer interactions through content management, analytics, and translation services. The key is for banks to use customer data to deliver personalized experiences that increase loyalty and drive revenue.
How Customer Experience is Making the Leap from Brick-and-Mortar to the CloudSogolytics
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou
Chatbots provide an opportunity for new customer service capabilities by being available instantly for user requests. Research shows 57% of consumers are interested in chatbots for their immediate response, and 95% believe chatbots will most benefit customer service interactions. This chatbot allows users to instantly get currency conversions, receive trading recommendations, and has a live demo available for questions.
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
How to Engage Customers and Manage Perceptions Using a Clear Brand Voice Siegel+Gale
Siegel+Gale Managing Director Jason Cieslak co-presented the session: Doing Digital the Right Way – How to Engage Customers and Manage Perceptions Using a Clear Brand Voice. Joined by Patricia Reupke, Director of Consumer Relationship Marketing at Baylor Health Care System, Jason discussed how to create a successful digital strategy that reflects an organization’s brand promise and engages multiple audiences through various platforms.
The ubiquity of smartphones has driven many companies to adopt a Mobile First strategy. However, at its core, Mobile First is just a UX strategy, not a holistic approach to customer experience. Only focusing on mobile solves for a relatively limited scope of a customer’s needs. Context First seeks to understand the complete environment surrounding the customer: who is using it, where they are using it, and what their relationship is to the brand. By applying this broader, device agnostic lens, experience designers can deliver a customer experience that is highly personalized and more responsive to each phase in a customer’s decision journey.
5 Effective Ways to Retain Your Customers | AcefoneNaina Rajput
Retaining the existing customers is better than gaining the new ones as it is the easiest way to grow business in less time. But the main question arises how you can ensure this? In this presentation, you will find the five most easiest ways that will help you to establish a long term relationship with your customers.
As artificial intelligence continues to make its inevitable inroads into the business environment, misconceptions about the risks, costs, and disruptions of the rapidly evolving technology have become prevalent.
Here we'll share some of the facts from fiction to help you gain a better understanding of what AI can – and can't – do for your business today.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
Wim Rampen, chief marketing officer CX Company: emoties spelen een belangrijke rol in de ervaring van een klant met jouw merk. Hoe kun je daarop inspelen?
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceLocalogy
This document discusses the importance of providing smart, contextual customer service across multiple channels in order to meet evolving customer expectations. It outlines the key aspects of customer service that customers now demand, including being smart/contextual, real-time, accessible wherever the customer is, easy to use, and fast. It then discusses tools and strategies for providing an omnichannel customer experience, such as live chat, social media/messaging, self-service portals, video chat, mobile apps, and artificial intelligence/chatbots. The document emphasizes the value of integrating these channels and technologies to give agents a full view of customer data and provide a seamless experience across any service channel.
Luxembourg 2019 market pulse survey for insuranceAccenture BeLux
The Luxembourg insurance industry, often shackled by tradition, is on the precipice of change. It is now perfectly positioned to capitalize on an energized customer-base seeking greater affinity and new services.
This is the key finding of the 2019 Luxembourg Insurance Market Pulse Survey (MPS), the first of its kind in the country. Jointly developed by Accenture and Bâloise Luxembourg, it surveyed more than 1000 respondents on 25 questions across six categories, ranging from ‘Satisfaction’ to ‘Omni-channel Experience’.
Chatbots are a dream come true for any business owner on so many levels. This is exciting! Unfortunately, although the opinion of business owners regarding chatbots counts, what's even more important is the opinion of those that really keep businesses running: Customers.
The document discusses improving customer experience (CX) at LNER. It begins by asking whether there is a clear understanding of customer pain points across the business and whether strategies align to address those pain points. It then presents a mapping of specific customer problem statements against different stages of the customer journey, from inspiration through onboard travel to arrival and onward travel. This is to help understand problems from the customer perspective.
This document discusses the importance of providing customers a seamless experience across multiple channels. It emphasizes that customers are using different devices like desktops, phones, and tablets to research, purchase, and get support. Companies need to connect these channels to improve the customer experience and meet customers' expectations of receiving personalized service wherever they are. While multi-channel is important, it won't matter if the product or service is lacking. The document encourages connecting with customers on various channels.
What does it take to deliver a superb customer journey in today's globally connected and always-on world? Learn why moments matter and how Smarter Commerce is letting businesses apply insights and data to reach out to and engage customers at every crucial touch point.
How Does Contact Centre AI Help You Minimise Consumer Effort | AcefoneJit Dubey
Pandemic has undergone significant transformations in lots of contact centre business operations. Let's look at how artificial intelligence can enhance the consumer experience by reducing consumer effort.
Beyond the Whiteboard - Visual Confections That SellMark Gibson
This document provides an introduction and overview of a webinar on visual confections that sell. The webinar leader, Mark Gibson, will define visual confections, provide examples like infographics and maps, and explain how visual confections can help salespeople communicate more effectively compared to traditional PowerPoint presentations. The goal is for attendees to understand what visual confections are, why they are important sales aids, and how to create their own.
This document discusses how banks can improve customer experience through digital technologies and data analytics. It interviews Bernadette Nixon, chief revenue officer at SDL, a company that provides customer experience management solutions. Nixon explains that banks must focus on customers' entire journey across channels to strengthen relationships. SDL has helped many global banks like ABN AMRO and BBVA optimize digital banking and customer interactions through content management, analytics, and translation services. The key is for banks to use customer data to deliver personalized experiences that increase loyalty and drive revenue.
How Customer Experience is Making the Leap from Brick-and-Mortar to the CloudSogolytics
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou
Chatbots provide an opportunity for new customer service capabilities by being available instantly for user requests. Research shows 57% of consumers are interested in chatbots for their immediate response, and 95% believe chatbots will most benefit customer service interactions. This chatbot allows users to instantly get currency conversions, receive trading recommendations, and has a live demo available for questions.
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
How to Engage Customers and Manage Perceptions Using a Clear Brand Voice Siegel+Gale
Siegel+Gale Managing Director Jason Cieslak co-presented the session: Doing Digital the Right Way – How to Engage Customers and Manage Perceptions Using a Clear Brand Voice. Joined by Patricia Reupke, Director of Consumer Relationship Marketing at Baylor Health Care System, Jason discussed how to create a successful digital strategy that reflects an organization’s brand promise and engages multiple audiences through various platforms.
The ubiquity of smartphones has driven many companies to adopt a Mobile First strategy. However, at its core, Mobile First is just a UX strategy, not a holistic approach to customer experience. Only focusing on mobile solves for a relatively limited scope of a customer’s needs. Context First seeks to understand the complete environment surrounding the customer: who is using it, where they are using it, and what their relationship is to the brand. By applying this broader, device agnostic lens, experience designers can deliver a customer experience that is highly personalized and more responsive to each phase in a customer’s decision journey.
5 Effective Ways to Retain Your Customers | AcefoneNaina Rajput
Retaining the existing customers is better than gaining the new ones as it is the easiest way to grow business in less time. But the main question arises how you can ensure this? In this presentation, you will find the five most easiest ways that will help you to establish a long term relationship with your customers.
As artificial intelligence continues to make its inevitable inroads into the business environment, misconceptions about the risks, costs, and disruptions of the rapidly evolving technology have become prevalent.
Here we'll share some of the facts from fiction to help you gain a better understanding of what AI can – and can't – do for your business today.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
Wim Rampen, chief marketing officer CX Company: emoties spelen een belangrijke rol in de ervaring van een klant met jouw merk. Hoe kun je daarop inspelen?
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceLocalogy
This document discusses the importance of providing smart, contextual customer service across multiple channels in order to meet evolving customer expectations. It outlines the key aspects of customer service that customers now demand, including being smart/contextual, real-time, accessible wherever the customer is, easy to use, and fast. It then discusses tools and strategies for providing an omnichannel customer experience, such as live chat, social media/messaging, self-service portals, video chat, mobile apps, and artificial intelligence/chatbots. The document emphasizes the value of integrating these channels and technologies to give agents a full view of customer data and provide a seamless experience across any service channel.
Why Corporations Need to Return to a Focus on Customer Experience in 2023.pdfChris Marocchi
A look at how much corporations have wavered in their commitment to Customer Service over the past few decades and what trends are emerging in 2023 that will help companies willing to recommit themselves to offering an outstanding customer experience to their customer base.
The document discusses the rise of conversational interfaces and chatbots powered by artificial intelligence and cloud computing. It outlines key trends driving their growth, including increasing mobile usage and the popularity of voice assistants. The document then categorizes different types of chatbots and their behaviors before providing examples of brands using chatbots for customer service, lead generation, and storytelling. It concludes by predicting chatbots and their functionalities will grow exponentially as more are deployed with artificial intelligence and connections to IoT devices and data.
Brand Storytelling & The Rise of Chatbots-10.26.2017Trust Marketing
This document discusses the rise of chatbots and their potential for brand storytelling and content marketing. It notes that significant trends like voice recognition, mobile usage, and AI are enabling more sophisticated chatbots. Chatbots are beginning to be used for customer service, lead generation, brand storytelling, and other applications. The document provides examples of chatbots used by brands like Kraft and Pokito Restaurant. It predicts chatbots and AI-powered bots will continue growing to replace call centers and find new opportunities in branding and storytelling as the technology advances.
Chat bots are not science fiction. They are a requirement!
Find out how your business can benefit from implementing chat bots and why you should focus on it right now, before it's too late.
The earlier you focus on innovation - the less you will have to catch up in the future. Contact GNS at gns-it.com now and start building your future.
Harness the power of Conversational AI to build better conversational engagem...tv2064526
conversational AI is the secret ingredient for brands to communicate with their customers and significantly change their relationships. It is a secret, not because many are unaware of it, but because people know how it works and its impact on your brand once it is appropriately integrated.
CalyxVision18 Modern Lead Generation slides with Sue Woodard, Dave Savage, St...Mortgage Coach
This document discusses modern lead generation strategies for referral-based local mortgage advisors in 2018. It provides interviews and strategies from top mortgage professionals. Key strategies discussed include taking an omnichannel approach, maintaining consistency and repetition in communications, building a strong personal brand, focusing on personal connections to build trust, and automating processes while still providing a personal experience for clients.
Six Essentials for Innovating in Channel Sales & MarketingAllbound, Inc.
Analysts say 2015 is the year of sales automation and machine intelligence. But with innovation now commonplace, why has so little been applied to channel sales and marketing?
If you sell through channel partners and resellers and are frustrated by the same systemic issues day in and out, THERE IS HOPE.
Scott Salkin, Founder and CEO of Allbound, and Michelle Andreas, Director of Business Development & Marketing Solutions at Avnet Technology Solutions, highlight six advancements that can help open your channel and streamline effectiveness...upstream and down.
Digital Jungle is a cross cultural digital marketing Agency that works with Western organizations to market to a Chinese audience; living in China or abroad. This presentation outlines the Agency Credentials. A presentation that provides an overview of our Chinese focused digital marketing services including the digital channels used such as social, search, online media and email to amplify and echo key communication messages. Further, this presentation outlines the services, products and case studies.
Building A Successful Digital Customer JourneyMiel Van Opstal
The document discusses building a successful digital customer journey. It emphasizes adopting a customer-centric mindset and focusing on solving customer problems, simplifying processes, and connecting with customers. Data from different digital touchpoints should be connected to provide responsive customer experiences and conversion journeys. Inbound marketing strategies, customer-centric content, and smart brand interactions are key, with the goal of owning the relationship between the brand and customers.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Essay On Importance Of Reading For Class 6Adriana Lovato
The document provides instructions for requesting and completing an assignment writing request on the HelpWriting.net website. It outlines a 5-step process: 1) Create an account with an email and password. 2) Complete a form with assignment details, sources, and deadline. 3) Review bids from writers and select one. 4) Review the completed paper and authorize payment. 5) Request revisions until satisfied with the work. The process aims to match clients with qualified writers and provide original, high-quality content through revisions.
LoginRadius Toronto Identity Meetup November 2019Bimal Parmar
This document discusses consumer identity management and why it has become an important topic. It notes the rise of online services and digital experiences, how everyday activities are moving online, and the increasing need for passwords and accounts across different channels. However, memory is finite and consumers struggle to remember numerous passwords. This leads to security issues if passwords are easy to guess. The document contrasts consumer identity and access management (CIAM) with internal identity and access management (IAM), noting key differences in purposes, scales, user experiences, and privacy considerations.
Digital unbound five tips for making digital workMortgage Coach
This document discusses five tips for making the most of digital mortgage technology investments. It summarizes the key points from a speech given by the author at several industry conferences. The five tips are: 1) Have a clear business case for investments, 2) Ensure technology works for top producers, 3) Make technology easy to use, 4) Provide value to borrowers, and 5) Consider how technology impacts people, processes and products together. The author advocates testing these five factors before adopting new digital tools to maximize returns on technology investments.
Clients' digital readiness and preferences vary greatly. To better understand clients and improve digital offerings, MFIs should:
1) Conduct individual interviews and focus groups with 6-8 clients from key segments to understand their digital footprint, capabilities, and preferences. Questions should explore how clients currently use and perceive digital tools and services.
2) Refer to existing research on target populations' internet usage and consider questions around online activities, devices used, communication habits, and perceptions of interacting with financial institutions digitally.
3) Consider scenarios that address goals like expanding outreach or improving failing digital solutions by identifying barriers and preferences around online lending, communication channels, and potential new services. Insights from diverse client types will help
David Cutler used these slides at the NXNS Digital media Conference to discuss a 30,000 foot view of the Web... and then swoop down into the weeds of tactics that business people can take action on and see immediate results of awareness and sales.
Tars Webinar - How to conduct eKYC over a chatbotTars
In this webinar, we’re teaming up with folks at Karza Technologies(a leading banking and business intelligence solution provider in India) to show you how you can build an eKYC chatbot for your customer onboarding process.
Increase sales with e commerce chat on your commercial websiteAndolasoft Inc
Chat E-Commerce basically provides information about your product, chat tools, reports & analytics, getting feedback, team management and current location to several customers at the same time. It helps to connect the customers to your company representatives and have their questions answered, instantly.
Similar to IEN artificial intelligence, chatbots and virtual assistants for the enterprise - Brenton Charnley (20)
Building RAG with self-deployed Milvus vector database and Snowpark Container...Zilliz
This talk will give hands-on advice on building RAG applications with an open-source Milvus database deployed as a docker container. We will also introduce the integration of Milvus with Snowpark Container Services.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Maruthi Prithivirajan, Head of ASEAN & IN Solution Architecture, Neo4j
Get an inside look at the latest Neo4j innovations that enable relationship-driven intelligence at scale. Learn more about the newest cloud integrations and product enhancements that make Neo4j an essential choice for developers building apps with interconnected data and generative AI.
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Introducing Milvus Lite: Easy-to-Install, Easy-to-Use vector database for you...Zilliz
Join us to introduce Milvus Lite, a vector database that can run on notebooks and laptops, share the same API with Milvus, and integrate with every popular GenAI framework. This webinar is perfect for developers seeking easy-to-use, well-integrated vector databases for their GenAI apps.
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...Neo4j
Leonard Jayamohan, Partner & Generative AI Lead, Deloitte
This keynote will reveal how Deloitte leverages Neo4j’s graph power for groundbreaking digital twin solutions, achieving a staggering 100x performance boost. Discover the essential role knowledge graphs play in successful generative AI implementations. Plus, get an exclusive look at an innovative Neo4j + Generative AI solution Deloitte is developing in-house.
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
IEN artificial intelligence, chatbots and virtual assistants for the enterprise - Brenton Charnley
1. LET’S DO
MORE THAN CHAT.
Brenton Charnley, CCO Flamingo.ai
16 May 2017
“Cognitive Virtual Assistants get the job done
and create value for both customer and
enterprise”
2. ABOUT FLAMINGO
Based in NYC and Sydney, Flamingo is an ASX listed Enterprise SaaS company, which
provides a Cognitive Virtual Assistant (AI) platform designed for automating online sales,
servicing and support. Flamingo’s Cognitive Virtual Assistant is called Rosie. Flamingo is one
of Gartner’s ‘Cool Vendors’ and clients include Fortune 50 financial services firms.
3.
4. 1. Chat – the new interface
2. It’s all about conversations
3. Chatbots v CVA’s
4. Creating more value with CVA’s
5. When to use a CVA
6. Are you ready?
7. What to look for in a vendor
8. Key takeaways
5. C o g n i t i v e V i r t u a l A s s i s t a n t s
( C VA ) g e t t h e j o b d o n e a n d
c r e a t e M O R E v a l u e f o r b o t h
c u s t o m e r a n d e n t e r p r i s e
19. • No longer just about digital
channel
• Start with the customer problem
first
• Help solve the problem digitally in
the channel used
• Better customer experience and
opportunity to delight
22. CHATBOT
“Are artificial
intelligence systems
that customers interact
automatically with via
text or voice”
COGNITIVE
VIRTUAL
ASSISTANT
“Are artificial intelligence
systems that can
understand natural
language and automatically
complete electronic tasks
for the customer and
delivers insights. ”
24. “Psychological processes
involved in acquisition and
understanding of knowledge,
formation of beliefs and
attitudes, and decision making
and problem solving. They are
distinct from emotional and
volitional processes involved in
wanting and intending.”
Source: Business Dictionary – “Cognitive”
/cognitive/
26. WHAT MAKES A BOT INTELLIGENT?
• Natural language processing
• Context in a process
• Decision making and action
• Learning and knowledge (new insights)
27. WHAT MAKES A BOT INTELLIGENT?
Source: The sense-think-act cycle in the context of robots (from http://makezine.com/2017/01/06/choose-use-sensors-robot/)
28. • Natural language
processing
• Learns instantly - no need
for large-scale programming
activities
• Has context – tight
integration with business
process
• Right decision and right
action – to get the job done,
now
29. No one goes to
a website to
just have a
chat…they
have a job to
do
38. LOWER COSTS HIGHER BRAND
ADVOCACY
MORE THAN JUST A CHAT
HIGHER SALES
CONVERSION
HIGHER CUSTOMER
SATISFACTION &
BETTER EXPERIENCE
39. HELPING SOLVE PROBLEMS
Conversational Commerce and ChatBots: Business & Consumer Usage and Attitudes Market Research by Fifth Quadrant, Commissioned by Flamingo & Sugar CRM , 2017
40. GETTING THE JOB DONE
Conversational Commerce and ChatBots: Business & Consumer Usage and Attitudes Market Research by Fifth Quadrant, Commissioned by Flamingo & Sugar CRM, 2017
41. Conversational Commerce and ChatBots: Business & Consumer Usage and Attitudes Market Research by Fifth Quadrant, Commissioned by Flamingo & Sugar CRM, 2017
42. The future is already
here, it’s just not evenly
distributed yet.
William Gibson
45. 1. Speed – immediacy
2. Destination – customer purpose
3. Complexity – data v workflow
4. Context – integration with
business process
46. DESTINATION
• What is the customer’s
destination?
• Enterprise and
customer aligned to get
the job done
• How hard is it to get the
customer there now?
49. USE CASES IN FINANCIAL SERVICES
QUOTE APPLY BUY OWN USE
CUSTOMER SALES ASSISTANTS
SERVICE ASSIST
CLAIMS ASSIST
INFO
FAQ ASSIST
AGENT SALES ASSISTANTS
AGENT SUPPORT
INSURANCE VALUE CHAIN
54. IMPACT OF OUR CVA TO DATE
30PT
INCREASE IN NPS
300%
DECREASE IN CALL HANDLING
TIMES COMPARED TO VOICE
20%
INCREASE IN CUSTOMER RETENTION
32%
INCREASE IN ENQUIRY
TO QUOTE
50%
REDUCTION IN
ABANDONMENT RATES
90%
INCREASE ON YOY
CUSTOMER RENEWALS
61. ENTERPRI
SE
SECURITY
WHAT TO LOOK FOR IN A VENDOR
FAST
IMPLEMENTATION
ACTUAL
MACHINE
LEARNING
SMART HUMAN
HANDOFF
API
READY
INSIGHTS &
ANALYTICS
CONFIGURATIO
N
NOT
CUSTOMISATIO
N
63. YOU NEED
MORE THAN A
BOT
STRATEGY –
GET READY
BOTS & CVA’S
CAN LIVE &
(WORK)
TOGETHER
Key Takeaways
PUT THE HUMAN
BACK IN THE
HUMAN
GO FOR THE
UPSIDE NOT
JUST
AUTOMATION
YOU NEED A
PARTNER TO
DELIVER
Good morning
Thank you
This morning I am going to discuss topic of CVA’s and chatbots and how you can drive real commercial value for your enterprise
Introduce Flamingo
Introduce role, Chief Commercial Officer which space across CFO/CMO/Head of Sales – pretty much anything that’s not technical, that’s for out data science and technology team.
Recently completed a trip across Asia meeting with over 30 insurers in 5 countries
There was a mixed response between AI, chatbots and machine learning
Has anyone else experienced this?
Somewhere between terminator is coming
They are going to take all of our jobs!
There is a real fear about AI in a lot
What is it and how does it work
Buzzword
Some are already trying chatbots, with some limited results and some are looking at more intelligent CVA’s
No longer just about digital channel
Interface has changed - CUI
Start with the customer problem first
Help solve the problem digitally in the channel used
Better customer experience
In my view, CVA’s can get the job done
And Create Value
Importantly, chatbots and CVA’s can both add value
For the customer – faster, more convenient interactions, getting the job done faster
For the enterprise – increased sales, customer experience and brand advocacy
Firstly
Importantly, solving customer problems have not changed, only the interface has
As we all know chatbots have been an increasing trend
Conversational Commerce a new term, delivered to the world by Chris Messina
2016 was year of bot strategy
2017 is the start of execution with more bots and less so more CVA’s coming to the fore
But we’ve been here before
We’ve been here before…
Customer experience poor
Low online sales
High abandonment rates – the empty shopping cart
No longer just about digital channel
Interface has changed - CUI
Start with the customer problem first
Help solve the problem digitally in the channel used
Better customer experience
No longer just about digital channel
Interface has changed - CUI
Start with the customer problem first
Help solve the problem digitally in the channel used
Better customer experience
Pretty much any bot you talk to is actually intelligent because it is receiving a command from you and responding to that command based on some logic.
This is because its goal is simply to respond to you and it is showing agency in simply responding
Robot – simple and repeated tasks
Have been used in automation for along time, manufacturing as example
Program based
Whereas, Cognitive Virtual Assistants need a human response
Need to be able to perform a task
Learning based
1. CVA can create value because of the interation of intelligence, automation and chat (link back to thesis)
Natural language processing – ability to understand, words, sentences and sentiment
Context in business process – where am I and what does this mean – “can you tell me more about this”
Decision making and action – what is the next step
Learning – to be able to remember, and provide new insights
Not just command and action, such as in rules based
Ability to be able to do this cycle is what drives the customer value
Coming back to me previous story and examples, need help at the point in time online, when I have the problem
I need help at Question 4 or Step 7, and I need you to know what my questions means in context of where I am
At that point in time
Sense
Need to understand where it is, sense the environment,
How we apply this, where am I in a business process or problem
Decision
Based on that and data input
Make a decision about what to do next
For us, the next step is critical as this is what helps to progress the customer
Increase solving problems and in particular sales
Act
Need to be able to take action
Integration with business process here
Critical to enable the full automation
Meet the time requirement for the customer
Natural language processing
Can be deployed quickly
Learns instantly - no need for large-scale programming activities
Has context – tight integration with business process
Right decision and right action – to get the job done
Remembers and optimizes process
The key difference between a chatbot and a CVA
Ability to be able to get the job done
And this is where chatbots often fall down
This is how I see some chatbots, they aren’t smart
Never ending questions because they are rules based
Don’t have the context or intelligence to make the next step for the customer
Heard from Amir from Slack yesterday
Simple bots can be deployed without Natural Language processing that can add great commercical value
Simple bots can create value too
Subway bot
Rules based, prompts, limited questioning
Use of bot platforms such as API.AI and Chatfuel are great examples of how easy it is to build rules based chatbots
So there are plenty of bots that an create value
so why are CVA’s better at it than bots?
So why can CVA’s create more value
Today, going to a website is like trying to navigate what and then figuring out how to get there
We have all experienced this,
Just like my optus story from the start, easy to get lost, and what if I don’t know where to go
Countless ways to get there, but really, you just want to start
And if anything like me and my childhood, lots of arguments between my parents as to who took the wrong direction
This is the current experience for most people in digital channels
Recent pitch I did to a Investment Retirement Fund in Australia
On their website was a “useful” search bar that said “ask us anything”
Now, I thought this was great:
I could set my destination
Wouldn’t have to click through/,
I was mistaken
Key words search
Resulted in 247 different response
None of which were helpful
Using the map analogy, is see CVA’s can solve this problem
CVA’s to some extent can do what google maps can do for us
Start with the destination in mind
Think about best way to go
Take in requirements
Then guide me through what I need to do
Re-configure if I need to change
This is about personalisation
That is, get me to where I want to go, faster and easier, and make it relevant to me
Do I want to take the bus, train, walk or car, give me options and help me to avoid the roadblocks
Today, people want personalised, they want a better experience
These benefits split between automation and upside
But, we see that the upside is important
Some of these benefits are
Lower costs
Must have a good ROI
Can’t forget the costs
Business case usual question
Customer experience
Consistency
Multiple conversation at the same time
New insights
Better experience leads to
Higher Brand Advocacy
You can delight the customer
Ultimately, this adds to driving better commerce
Bots are getting better conversion rates compared to traditional channels such as email and direct marketing campaigns
We get to help the customer at the point in time they need, with the right information
link back to optus example and thesis
Both chatbots and CVA’s about timing
Help me at the point in time I need help
The current reasons why enterprise aren’t solving these problems online
Surprisingly, I am intrigued by this one
Current online solutions don’t work very well
Organisation readiness
Change
Knowledge
Work with early adopters
To Scott Bair’s comment yesterday, there are followers, but not necessarily fast
For example the base use case right now
To solve customer problems that require a human response…quickly
Break this down into four categories
Speed is first and paramount to automation – that is think about now, email, delayed but human response, voice similar delay, timing is crtical
Destination
Complexity
Context
Will talk through each of these further
Complex workflows might mean many difference types of questions
Similarly for product information, if complex then a CVA could assist by answering questions at that right time
Importantly one thin we have learnt here that better to deploy multiple CVA’s, rather than one complex CVA
Finally context
Again does your customer expect you to know specific about where they are in a process
Details like name, step in a process
Know what is the next step
So if you combine all these you can get some really interesting use case
Where we are at the moment, here are some use cases
Mention use cases
We are working with a number of larger fortune 50 insurers across Australia and US
For example, Nationwide Insurance is one large US insurer to be trialling our AI in direct to consumer sales
Replacing booking a meeting with guided sales tool rather than use agents
Replacing static forms with conversations
Replacing static FAQ’s with intelligent conversations and then guide the customer to the next step
This can also be used for knowledge management for employees as an example
Some of our results to date
Demonstrate impact of use of CVA’s
No you know the impact and some use cases
Next question is are you ready?
2016 year of the strategy, but execution is hard part and 2017 is start of this
Do you have the team in place
“Organisations don’t innovate, people do”
Do you need a head of chat? Argue
Create space for a Bots in your organisations
Should be connected directly with business process
It isn’t just innovation, need operations to come along and connect with sales and marketing
Pentagon of pain – need a team to be assigned to make it happen (cross discipline team)
Do you have the digital maturity for chat?
Are your people ready?
Do you have the data available and infrastructure to support it
Do your customers need or want chatbots or CVA’s?
Integration key priority / API / linkage to business processes
Key to getting to full automation
Biggest barrier when working with companies today is the lack of integration, so get started on this one
Automation v Upside
If you are using the words business case together with innovation, sometimes it might not get across the line
This links back to the strategy, get the right strategy and buy in
Chat interfaces may not be suitable for all businesses and your digital maturity
Get the buy in
So if you are ready and you know that you want to use a CVA
What to look for
Industry knowledge – templates, learning, data, insights
Actual machine learning – lots of people say they are, but are they? Get under the hood and understand how it learns. We fuse Bayesian analysis with neural nets - a hybrid strategy in our approach.
Enterprise security – One of the key issues, cybersecurity is paramount, trust is a big issue for consumers. Where we are in sales and financial services, Insurtech more specifically, if you get it wrong, you get it wrong big, also not regulation
Fast implementation – you are looking to experiment, so try quickly and try different use cases, therefore need to be quick
Smart Human – don’t forget the humans, as learning happens need to learn from human/customer interaction
Configuration – customisation takes a long time
API ready
Insights & Analytics – can the platform help you to improve the journey and discover new insights
So now you know
how they differ
Some use cases on how you can apply
How to get yourself ready for CVA’s
Summarise a few of the takeaways
Bots and CVA’s can add value,
but CVA’s can add more because of the nature of complex human problems,
There is a huge upside for changing the customer experience – just think of how low conversion rates are for email and web conversion
We
More specifically
Bots & CVA’s can live together
Both can add value
Find the right use case
B2B
You need more than a Bot Strategy – you need to be ready
Execution paramount
Find the right use cases
Go for the upside
There is a great play here for changing the customer experience
New product development
New insights
ROI not just on efficiency
Put the humans back in the human
Automation enables you to