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Variations, Abstractions and Why Natural Language Understanding is So Much...
There are some who believe that writing an ITR application with keyword-spotting is much easier than writing one that leverages Natural Language Understanding (NLU). But even if your objective is just...
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6 Ways to Drive Interactive Text Response (ITR) App Adoption
So you built an Interactive Text Response App. Does anyone use it? The writing is on the Facebook Wall: Text is the new talk. And almost all of that texting and messaging is happening on mobile phones....
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Beyond Kitty Hawk
The dream of making a machine understand human language is younger than the human dream of being able to fly. As of today, talking and reading machines, while no longer a dream, are yet to become...
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How we Built Edward, an Artificially Intelligent, SMS Virtual Host for...
In late 2015, our Chief Customer Officer, Joe Gagnon, and I, met with the IT Director, and the COO of Radisson Blu Edwardian in London. A long-term customer of Aspect’s, we were there to share what we...
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Got 10 Minutes? You’ve Got Time to Attend Beyond IVR: A Crash Course in the...
Your customers are busy. And in the age of Social Media and Amazon Prime, they also lack patience. They want their questions answered or their issue solved as quickly as possible. To stay competitive,...
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The Perpetual Motion of Customer Service Improvements
In light of Facebook going all in on Bots at their F8 Conference I had a really odd thought about the current groundswell of interest in conversational messaging. Much has been made about the potential...
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Why the Logistics Industry needs Cloud ‘delivered’ or Self-Service ‘dispatched’?
A friend of mine noted that he rarely visited shopping malls. Surprised at his own observation, he remarked that walking out of a mall with huge bags, loading them onto the trunk of his sedan was a...
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Conversational Commerce Is Here: What Is Your Business Saying?
Many industry experts have deemed 2016 as the year of conversational commerce (ConvComm), a term first used in early 2015 by Uber’s Chris Messina, which speaks to the intersection of business and...
View ArticleNo Service Is The New Service: Bots, VRM and Delegating To Myself
I make jokes regularly in the office about how I’m going to use Aspect’s interactive text response and natural language understanding platform to build an AlyxBot that will attend meetings for me and...
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The ACE 2016 Recap: Top takeaways, links, photos and more!
Hello! Thank you to everyone who joined us for ACE 2016. We hope you left with new connections, new ideas and new ways to make the most of your Aspect investment. We covered a lot of content in three...
View ArticleHow we deployed Edward the SMS chatbot on Amazon Echo in 30 Minutes
A few weeks ago, I introduced you to Edward. Weeks later, we are still being approached from analysts, customers, partners, other vendors, who all want to hear more about this exciting project. It is...
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Tech Showcase: Interactive Text Response – Chatbots for your Customer Service
Do you remember not texting? While it feels like we’ve always done it, Nielsen reported that in 2008, for the first time people sent and received more text messages than placed phone calls. And just...
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How Everyone is Misunderstanding Facebook’s Messenger Bots
How’s that for an ambiguous title! Are people misunderstanding the bots when they chat with them? Isn’t it the other way around? Or are people not getting what Facebook had in mind when they launched...
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Chatbots, Continuity, and a Helping Hand
Aspect’s acquisition of Voxeo several years ago was largely motivated by the success and innovation of their long-standing “design once, deploy anywhere” concept that gives customers the freedom to add...
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Comparison of Bot Frameworks on the Market
Bots are in the spotlight. Tech superpowers like Microsoft and Facebook released comprehensive frameworks aimed to mass-produce bots. There are numerous startups with their own frameworks and...
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Learning about Learning and the Natural vs. Artificial Intelligence Debate
Last month, the Radisson Blu Edwardian hotel chain in London launched Edward, a new chatbot in the messaging channel that provides guests at the chain with a virtual host who can handle routine...
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Why Teaching Your Customers to Fish Should Be a Top Priority
The adage goes that if you give a man a fish, he eats for a day. But if you teach him to fish, he will eat for a lifetime. The same holds true for customers reaching out to your contact center. By...
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How to Design for Experience Continuity – with Context Cookies
One of the most burning challenges in the customer care industry is how to keep track of what customers are doing across the various communication channels – so that they don’t have to repeat...
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What is a customer engagement center and why does your company need one?
There are ample technologies in the market today that promise to deliver singular solutions to business problems or assure enhancement of customer satisfaction. But while companies can become paralyzed...
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Messaging as a Product Feature
Aspect has lead the conversation about how businesses must rethink the way that they offer service to their customers, from breaking down silos between internal organizations all the way to breaking...
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