A short while ago Craig Rentzke from Helpshift pointed me to a particular episode of CXOTalk, featuring Kevin Henrikson of Microsoft and professor Anindya Ghose from NYU. Henrikson is responsible for Microsoft’s Outlook for Mobile, a personal information manager (PIM) app, whereas prof. Ghose comes ...
Blog tagged as AI
Ambient Computing and the Future of Mobile Apps
08.24.17 7:34 AM - Comment(s)
Customer Service in a World of Ambient Computing - The Service Center View
08.11.17 9:51 AM - Comment(s)
A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from a customer’s point of view. In it I described how I see customer service getting humanized again by leveraging the advances in AI technologies like Natural Language...
Freshworks acquires Bot Startup Joe Hukum - A Snap Analysis from Down Under
07.25.17 10:20 AM - Comment(s)
A few days ago Freshworks announced the acquisition of startup Joe Hukum, making it its eighth acquisition. Joe Hukum builds a chatbot platform that enables companies to quickly build their own chatbots for sales-, service-, or marketing purposes. In contrast to the technologies built by Frilp (acqu...
Salesforce brings Einstein to Field Service - A big Move?
07.13.17 10:41 AM - Comment(s)
On July 12, 2017 Salesforce announced its new, Einstein-enhanced version of Field Service. This release brings mainly three innovations to the already strong Service Cloud, which is the leading Customer Service solution according to Gartner Group. Here the complete wording of the press release, in c...
Customer Service in a World of Ambient Computing
07.11.17 7:48 AM - Comment(s)
Soon there will be an additional in-app customer service channel. So far we have a bunch of service channels, most of them requiring the user to leave the app to
- Pick up the phone for a call
- Browse for self support
- Open up an additional chat window
- Take on the social media channels
- Move on to ...
