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Thumbs up for customer service via thumbs

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Artificial intelligence (AI) and Instant Messaging (IM) are poised to fundamentally change the service call experience says NICHOLAS O’CONNOR, strategic business development consultant at hi.guru.

“Already, many companies are using social media and considering chatbots to address customer queries – resulting in a rethink of how service resolution may be optimised. The evolution of these developments is enabling the provision of mobile service solutions with enhanced customer experience.

The VentureBeat Bots Landscape indicates that companies across Europe and the United States have increased their investments in AI and machine learning systems. With research showing that online shopping and services are increasing globally, these investments reflect changing customer behaviour and buying patterns. What’s more, the increase in online shopping requires enhanced service availability and social media channels are offering compelling solutions.

“In South Africa, the use of smart devices and mobile data are changing shopping and service behaviour and as a result, embracing social media as a channel to resolve queries and support the brand experience is becoming a business imperative,” adds O’Connor.

The past few months have seen the rise of these chat bots and intelligent agents that interact with clients via text based Instant Messaging platforms. Social networks like Facebook have provided the necessary interfaces for companies to integrate the Facebook Messenger IM platform into a call centre environment. This enables Facebook Messenger and other channels to be used by customers to instantly engage with support agents without requiring an additional app. This also empowers the agent with a richer set of tools including user history records and security validation to provide a new level of customer experience (CX).

“The use of AI (machine learning) with social media enabled customer service will enable service calls to be dealt with within a social media environment,” says O’Connor. “The IM tools provide more than just additional channels of communication. The richness of the data provided through these platforms means companies can analyse customer engagement better and adapt operations to support ongoing customer experience improvement organically as behaviours [and service expectations] adapt in real-time.”

Companies will need to adapt their call centres, and effectively analyse data to optimise the client experience. IM communication generates data which provides insights, which will enhance the customer experience when applied correctly.

“Social media is a driver of competitive change which is accelerating; businesses will need to embrace IM service solutions effectively within their own operating environments. Instant messaging and service automation will require technology platforms which support multiple IM channels and integrate human and automated agents.”

“Getting service via thumbs is becoming a reality,” says O’Connor.

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Huawei goes ultra-premium

Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.

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The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.

“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”

The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology.  The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.

High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.

Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :

·         The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it

·         The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation

·         The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days

·         An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket

·         256GB of internal storage means those constantly on the go and constantly on their phone can be worry free

·         Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go

·         Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water

Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”

Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.

The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.

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Cross-channel chat launched

Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.

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It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.

“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”

Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.

As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.

“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”

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