Articles
Tag: tobias goebel
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It’s Time for VoC to Get a Little Brother: The Voice of the Product
By using the IoT to give products a "voice," businesses can expedite the customer experience optimization circle.
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Explaining IoT to a 5th Grader
IoT aims to endow all things in the world — human made or not — with language.
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Is There a Clear Path to General AI?
Two pairs of terms frequently get mixed up when talking about AI: Strong vs. Weak AI, and General vs. Narrow AI. The question is: what are you aiming for?
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The Future Is Multimodal: Why Voice Alone Will Never Be the Answer
If we want voice to stick, we need to use it where it's efficient, and complement it with screens and touch where it isn’t.
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The New Wave of Web Chat: Here’s What Has Changed
The rigmarole and uncertainty surrounding live chat are among the top reasons why many people revert to phone calls.
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5 Ways to Improve Customer Experiences for Consumers of All Ages
Millennial has become less a generation and more a mindset, meaning marketers need to change how they reach today’s hyper-connected digital consumers.
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Why It’s Time for Companies to Be Loyal to Their Customers
What is company loyalty and what does it look like in the digital age?
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Millennials Aren't Killing Banks, Just How They Interact With Them
Younger generations want better customer service that gives them the ability to communicate with the technology of their choice.
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Is Self-Service the Only Way to Save Money in the Contact Center?
Maybe it's time to try something different in the contact center.
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Is Messaging the Final Frontier in Customer Service?
The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement.
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Why Your Approach to Chatbot and IVR Projects Is All Wrong
Turns out, if you approach an IVR or a chatbot system project as you would onboarding a new hire, the benefits are even greater.
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Google Duplex’s Conversational AI Shows a Path to Better Customer Service
Speech technologies are now part of the customer service mainstream.
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Does Your Company Need a Chatbot?
A look at the strengths and weaknesses of various customer interaction channels shows that no business can forgo chatbots or voicebots.
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Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot
To build a chatbot, you can take a machine learning approach or a linguistic rules-based approach. Here are the pros and cons of each.
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