FIFA World Cup Recruits Robots to Enhance Security

Happy Friday! The 2014 FIFA World Cup hosted in Brazil is approaching fast. The first match is scheduled to kick off on June 12th, and end with the final game on July 13. It is going to be a month full of excitement and energy with hundreds of thousands of people coming from all over the world to experience the action. With so many people going to the games, security is a top concern for the Brazilian government. 

Photo Credit: ibtimes.co.uk

For extra protection, "Brazil has secured a $7.2m (£4.3m, €5.25m) deal with iRobot, a US-based company that makes domestic robots for consumers, as well as [defense] and security robots for the military" (Brazil Using Military Grade Robots for FIFA World Cup 2014 Security). These security robots, known as PackBots, are going to be used to examine suspicious objects and provide extra surveillance during all matches. 

What's your opinion about using robots as an aid for security? Is there room to add a Virtual Agent into the robot so people can communicate their problem to the robot in case a live guard is not near? EX: my child is lost or someone stole my wallet. The VA can provide a list of steps to take, while sending out an alert to all security and requesting service from the nearest guard. Maybe for World Cup 2018?    

www.nohold.com

Throwback Thursday: How Kids React to the Apple II

The creation of computer desktops was the beginning of the technology era. Granted they did not always look as sleek and sophisticated as they do now, but back then, it was a big deal to own a computer. Also, finding support for these desktops was more challenging than it is now. one of noHold's first customers, a globally recognized leader in visual display technology, got ahead of the curve when they implemented a Virtual Agent to provide support for their computer products and monitors. They realized the growing demand for cutting edge technology and applied it to products, as well as support options. 

Today's youth are growing up with state-of-the-art technology all around them. In turn, smartphones and tablets are becoming more of a staple than a luxury, especially in the Silicon Valley. The video below shows young kids of different ages, interacting with one of the first Apple desktop computers that was released in 1977, the Apple II. 

Note: Take a look at one child as she tries to 'speak' to the computer. does she think it has a Virtual Assistant?

As you can see, the kids were shocked to find out that it wasn't a touch screen and there was no Internet connection, but when the Apple II came out, it was a huge milestone for technology. In only 30 years we have managed to innovate the concept of the desktop and create compact devices with even more capabilities. With this type of forward thinking, only time will tell what the latest technology trend will be. Eventually, future generations will see a tablet and think it is completely unusable, similar to the reactions in the video. 

I'll leave you with this picture of ways some older desktops are being put to use. 

Photo Credit: Gadgetsin.com

Happy TBT!

A Leading Innovator of Consumer Electronics Launches a Spanish Virtual Agent

Photo Credit: iwillteachyoualanguage.com

We've always mentioned the importance of offering self-service support options for ALL consumers of your product/service. To reach that goal, a global company must adopt multi-lingual strategies to appeal to different parts of the World.

Recently, a multinational engineering and electronics conglomerate corporation launched a Spanish version of their Virtual Agent to provide support for their Latin American visitors. By doing so, they are reaching a wider range of their consumers and revolutionizing the customer experience on a global scale. Kudos!   

How is your company adapting support options to become a trusted brand worldwide? 

www.nohold.com    

Virtual Agent Tips and Tricks: Gaining Important Customer Insight by Embedding Surveys into Virtual Agent Solutions

One of the best ways to gain insight into how your product/service is doing on the market is by going directly to the consumer for feedback. Surveys are a great example of that. They can be a useful way to get inside the mind of your consumers and adapt to your audiences’ desires. On the flip side, surveys can be harmful to your business if used incorrectly.

One problem with surveys is most people don’t take the time to fill them out unless they are extremely dissatisfied or extremely satisfied. We always hope for the latter, but more often than not, people that take them have something negative to say. This takes me back to a personal experience I had while eating at a local franchise restaurant. The restaurant had these new kiosks placed at every table that were used to order drinks, appetizers, play games ($$), and pay for your bill (assuming you were paying with a credit/debit card). The waitress was very friendly, our food came out quickly and just how we ordered it. All-in-all I would say it was a great experience, but was I going to take the time to go to a website that was printed on my receipt to take a survey about that experience? Probably not. That being said, we had paid the bill via the new table top kiosk and at the end, a few questions popped up asking about my stay. Almost automatically I answered the questions, simply because it was right in front of me. The simplicity and ease of the survey made it appealing instead of an annoyance.  

This was a great strategy to get more people to share their thoughts on products (food) and services. Using that same concept, companies from various industries (e.g. PC, consumer electronics, telecommunications, etc) can gain knowledge of their customers' experience, too. Embedding quick surveys into Virtual Agent solutions is one of those ways to encourage users to complete surveys. For example, at the end of an interaction, the Virtual Agent can launch a quick survey automatically and guide them through it step-by-step. Doing so, gives your company more insight and creates a positive, interactive experience for the user; a win-win situation.  

www.nohold.com.

Virtual Agent Tips and Tricks: Streamline Your Support Site Using a Virtual Agent

"While reading this sentence, hum your favorite pop tune while writing down the first 15 prime numbers, in order.

Those are three tasks, easy to do separately, basically impossible to do at the same time. If you try, you'll just end up slicing each one into little bits and alternating, almost certainly decreasing the speed and quality of work of each" (Cognitive Load). 

It is hard to do things all at once. Seth Godin recently wrote a blog referencing cognitive load, and mentioned that too many distractions can result in unproductive work.

The same concept holds true in regards to website designs, especially support sites. It can be frustrating to navigate through support sites that offer so many options (live chat, phone numbers, emails, etc) and you don't know which one is the right option for you. By implementing a Virtual Agent, it can streamline support and customer service so your customers can get to the correct information, in the fastest amount of time. Think of a Virtual Agent as the concierge to your website. 

When creating a support site, it is important to keep the user in mind. Eliminating distractions and/or adding productive distractions helps customers get the best use out of your support site. The end result is a reduction in volume to costly channels, less queue pollution, and increased Customer Satisfaction, among other benefits. 

How is your support site set up? Have you thought of a 'concierge' approach as visitors enter your site? Why not ask one simple question such as "how can I help you?" 

www.nohold.com

Throwback Thursday: Small Business Owner Launches Virtual Assistant to Aid with Customer Service

In light of small business week (May 12-16), this press release announcing one of noHold’s first small business customers to utilize a Virtual Assistant (circa 2011), seems fitting. 

Jessica Rust of Rust Designs creates personalized dinnerware that can be purchased online or be found in stores all over the US. As with many small business, it was hard to keep up with customer questions about products/services. To try and reduce the volume of email/calls Jessica was getting about FAQ’s, she opted to implement a Virtual Agent. With only a few hours of training, she was able to build her own Virtual Agent, customize the avatar, and is still able to manage/maintain the Virtual Agent on her own.    

Small businesses, such as Rust designs, are at the core of a healthy economy. By making the cutting edge technology that corporations use, accessible to companies that employ less than 25 people, it can contribute to the companies success and the growth of the economy. 

Click the link provided to view the full press release, noHold Offers Recession Buster to Small Business: A Do-It Yourself Virtual Assistant for Rust Designs.

A Leading Provider of Home Phone, High Speed Internet, Wireless and Digital TV Services Leverages Partner Virtual Agents to Enhance the Customer Experience

Yesterday, we posted a blog on how to measure the ROI of a Virtual Agent. Today, we took a look at some of the value cards for the month of April and found that an expert in the telecommunications industry utilizing Virtual Agent technology received 170% ROI. They saw that weighted effectiveness was high, and calculated that the Virtual Agent would break-even (or pay for itself) at only 15% weighted effectiveness. As mentioned in previous blogs, weighted effectiveness represents the number of people who indicated that the solution the Virtual Agent presented them was very helpful. Currently, the Virtual Agent is reporting nearly 3 times that amount. ROI calculated through Virtual Agent effectiveness equates to savings that range from thousands of dollars, to hundreds of thousands of dollars on support costs each month.

There are a few noteworthy approaches this client takes to make sure they are getting the most out of their Virtual Agent. For one, this client utilized noHold Connect, allowing their Virtual Agent to connect with a partner company's Virtual Agent, making it easier for consumers to find their own answers to their problems. For example, if consumers are looking for an answer to a problem with their mobile phone and not necessarily their service, the Telco Virtual Agent can seamlessly in place activate the "connected" mobile device Virtual Agent via one user interface (UI). 

Also, the Virtual Agent begins the conversation to direct the user towards the correct product line, for faster resolution. The increase in completed sessions (completed conversations with the Virtual Agent) can be attributed to continuously monitoring the end user experience, and the ability to implement, test and adjust easily. 

Is your customer experience strategy designed to: implement, test and adjust easily? How do you monitor end user adoption of new self-service initiatives?

www.nohold.com

Self-Driving Cars...The Future is Near

Google's Self-Driving Car on City Streets

Since Google's announcement of its self-driving car project (circa 2010), it is continuing to be an ongoing effort from the Google team to perfect this technology. Since noHold is located so close to Mountain View, California, we sometimes see Google's "driverless cars" on the streets. 

The video above shows you the latest progresses being made from the test drivers and engineers at Google. The autonomous car can now account for many unique scenarios. For example, navigating through construction zones, yielding to bicyclists, and passing railroad crossings.

It is still unsure of when these self driving cars will be available for purchase. Experts in the automotive industry suggest that the technology for autonomous cars will not be ready till 2020, but it looks like Google might make it happen sooner than expected (When Can We Buy Google's Self-Driving Car).

Artificial Intelligence in the form of a Virtual Agent increases customer satisfaction, reduces costs, and captures actionable intelligence. When the software in your car gets ‘smarter’, what kinds of benefits do you hope to see? Do you think the smart software will reduce costs related to accidents, traffic violations, etc? 

www.nohold.com

Project POTPAL, the First Robot DJ to Hit the Stage

Photo Credit: edmnightlife.com

It looks like robotics are becoming more widespread, being used throughout multiple aspects of different industries. Check out the photo above, a robot is actually taking the place of a DJ at a nightclub. "Austin, TX club 'Fame' is set to make history with the first ever robot DJ 'employed' by a nightclub, replacing the usual resident DJ's and doing a 'better job.' Texas based independent programmers and robotics technology experts (not music experts) created the robotic phenomenon (named “Project POTPAL”)..."(Robot DJ Used by Nightclub Replaces Resident DJ). 

Depending on how successful the robot can be, major night clubs all around the world might follow suit and utilize Artificial Intelligence (A.I.) to engage their audience and analyze camera data to ultimately increase profits by playing certain songs that make people want to stop dancing and go to the bar.

What's your opinion on robotic DJ's? Do we need that human energy, or will a robot be able to replicate that experience? 

Throwback Thursday: Heading Towards a Mobile-Only Generation

Photo Credit: thisdayintechhistory.com

One of the leading PC manufacturers celebrated its 30 year anniversary of its inception on May 3^rd. Dell Computer Corporation was founded by Michael Dell. He ran his direct-to-order PC Company from his dorm room, and now is one of the top PC manufacturers of the world (thisdayintechhistory.com).

In today’s market, more and more Internet users are switching strictly to mobile devices. “According to Pew Internet, 55 percent of Americans said they’d used a mobile device to access the Internet in 2012. A surprisingly large number — 31 percent — of these mobile Internet users say that’s the primary way they access the web. This is a large and growing audience whose needs aren't being met by traditional desktop experience” (The Rise of the Mobile-User Only).

It looks like mobile-only users are becoming the norm. Maybe because they prefer the light-weight, ease of access that a mobile device provides them with. A mobile friendly Virtual Agent can provide users with that same light-weight, intuitive experience they want. Companies must be able keep up with the demands of all consumers, including mobile users. 

What is your company doing to accommodate mobile-only users? How do you optimize typical customer service and support options for mobile devices? 

www.nohold.com

The Future of Wearable Technology...For Kids!

Kids in the 21^st century are getting accustomed to technology at much younger ages. "Around one quarter of children aged 12– 15 (26%) and 18% aged 8-11 have their own tablet computer, while household ownership of a tablet has more than doubled since 2012 (51% vs. 20%). Use of a tablet computer at home has tripled among 5-15's since 2012 (42% vs.14%) while one-quarter (28%) of 3-4's use a tablet computer at home" (Digital Kids: how children are using devices, apps and media in 2013). With such compelling statistics about the use of technology among children, Leapfrog has decided to venture into the wearable technology market. They already create apps and tablets focusing on education, but the LeapBand is a similar concept to adult fitness bands (i.e. FitBit, Jawbone, Nike Fuel Band, etc.), encouraging play/ healthy living habits for children.

As mentioned in the video above, Trying Out Leapfrog LeapBand, a Fitness Band for Kids, the LeapBand is an interactive “fitness gadget” for children ages 4 to 7 with 50 games and challenges such as “walk like a crab” or “spin like a helicopter.” Once an activity is completed, new games and “virtual pets” are unlocked on the device. Another feature, designed for the parents, is the ability to monitor your child’s activities and control what challenges they can and cannot do.

Children are exposed to technology use all the time. In a technology driven era, children are sometimes expected to know how to use these devices. (Tablets in the classrooms, smartphones, etc.) Providing them with a popular technology that also promotes physical activity is a great way to support healthy lifestyles later on in their adult years, while learning the ins and outs of using different technologies.

Can the worries of parents about their children not getting enough exercise or outdoor activity due to technology now be put to rest? Do you think we should embrace the use of technology for our children?

www.nohold.com

Did You Get Your Google Glass Yet?

Instagram

We found Ellen DeGeneres sporting her new pair of Google Glass!

For those of you who didn't know, a few weeks ago, she posted this picture to her Instagram after Google decided to have a one day sale for their latest innovation, Google Glass. "Google offered its $1,500 high-tech specs to anyone in the US on Tuesday [April 15] without requiring the usual invitation. The sale lasted just 24 hours. The white "Cotton" version sold out with a few hours, and as of Wednesday morning, the entire stock is gone" (Google Glass Sells Out in One-Day Sale). 

Google is also planning on making a different version that is less expensive for consumers that were worried about  the high prices. Public sales of Google Glass is expected to happen sometime this year.

Do you think Google Glass is going to have continued success once released permanently to the public? Would you buy them? Why or why not?  

Throwback Thursday: The Rise of Wearable Technology... a Fad or Here to Stay?

Click to enlarge

In the past few years, wearable devices have become a household name. Similar to the beginning of the smartphone boom, wearable technology is starting to pop up all over the place. If we take a step back though, we realize that wearable devices have been around for a lot longer than we think. To the right is an infographic (click link to enlarge) about the rise of wearable tech. 

Eyeglasses were one of the first forms of wearables created in the 1200s. Then, in 1907, the creation of the first wristwatch was introduced to the world by Alberto Santos-Dumont. 

These two "old-school" wearables paved the way for today's innovators to enhance them. The invention of eyeglasses and the wristwatch are getting futuristic touches in today's tech inspired world. Now, manufacturers are coming out with smart-watches (Apple) and smart glasses (Google).    

Also, circa 2010, fitness gadgets were invented to help people track their health and activity. These devices then connect to your smartphones, showing all your data on a larger screen making it easier to analyze. Now, wearable devices are becoming a part of the Internet of Everything and being augmented by a Virtual Agent. Click the link to watch a demonstration of how a Virtual Agent helps users experience the Internet of Everything.     

According to the infographic made by Memoto (now known as Narrative), the amount of wearable devices shipped is projected to grow between 39 and 171 million devices in 2016. Some analysts are saying that wearable technology is just a fad, and it won't be as big as people are making it out to be. What is your opinion? Are wearable devices here to stay or is the next evolution of wearable technology embedded in our handheld devices (i.e. smartphones)?

www.nohold.com