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How far is the future?

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The customer service environment is being shaped be technologies like AI, machine learning and augmented reality, but how long will it take for this to become mainstream? MICHELLE OSMOND from 1Stream, sheds some light.

In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far off are we from using such technology for customer service?

We are in fact already using artificial intelligence (AI) and machine learning on a daily basis when we use the Uber app to call for a taxi, or when Netflix suggests a series we may enjoy based on our viewing habits.

In the contact centre environment, this technology is being used to automate certain functions to enhance the customer experience, giving rise to the use of customer-facing chatbots and digital assistants that provide an initial layer of support that is accessible 24/7. The customer speaks to a machine and not a human agent.

Instead of going through long menus that force users to choose inadequate options and repeat their queries at every step, the chatbot uses automatic speech recognition (transcription) and text-to-speech (automated responses), to handle the initial contact and deal with basic interactions.

Intelligent routing

A chatbot must be able to correctly identify the intentions of the customer, and will have hundreds of possible scenarios available to it. It knows the entities involved, and what kind of immediate help can be provided. Ongoing training of the chatbot enables it to expand the range of interactions it can manage. It must also be able to detect the emotional state of the customer, and based on the interaction, transfer the call to a human representative if necessary.

For instance, a chatbot can handle a basic interaction such as an airport shuttle booking, but it will transfer the call to a human agent if there is a query it cannot handle, such as whether or not the shuttle will be able to accommodate a bicycle.

Machine learning

All the information and context from the contact is passed on to the human agent in order to swiftly answer the query and finalise the booking, and the chatbot will stay on the call to learn the correct response for future reference. This is machine learning being used to expand the chatbot’s knowledge.

Social media integration

When the power of AI and machine learning is combined with the integration of the contact centre function with social media, a powerful customer engagement is possible.

When a customer’s luggage does not arrive and they are frustrated, they may turn to the travel company’s Facebook Messenger to complain. A messenger bot will be able to respond with a view of the full history of the customer journey. The chatbot will be able to detect the tone and urgency of this interaction and will transfer it to a human agent if they are unable to resolve the query effectively.

Augmented Reality

These technologies combine and enable us to link all the data we have for customers and make it available to both virtual and human agents. By creating this dialogue between the customer, the human agent, and the chatbot, agents have the ability to access useful data previously inaccessible in real-time, bringing Augmented Reality to the heart of the contact centre.

The contact centre agent of the future

This shift to integration of all channels and the use of chatbots will not make agents redundant, but rather allow them to focus on developing their communication skills and manage the more nuanced interactions that chatbots are not able to cope with. Contact centre agents will become super agents, with sophisticated social interaction and people management skills.

This will make for a better customer experience with swifter responses on whichever channel suits that particular customer best.

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Legion gets a pro makeover

Lenovo’s latest Legion gaming laptop, the Y530, pulls out all the stops to deliver a sleek looking computer at a lower price point, writes BRYAN TURNER

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Gaming laptops have become synonymous with thick bodies, loud fans, and rainbow lights. Lenovo’s latest gaming laptop is here to change that.

The unit we reviewed housed an Intel Core i7-8750H, with an Nvidia GeForce GTX 1060 GPU. It featured dual storage, one bay fitted with a Samsung 256GB NVMe SSD and the other with a 1TB HDD.

The latest addition to the Legion lineup has become far more professional-looking, compared to the previous generation Y520. This trend is becoming more prevalent in the gaming laptop market and appeals to those who want to use a single device for work and play. Instead of sporting flashy colours, Lenovo has opted for an all-black computer body and a monochromatic, white light scheme. 

The laptop features an all-metal body with sharp edges and comes in at just under 24mm thick. Lenovo opted to make the Y530’s screen lid a little shorter than the bottom half of the laptop, which allowed for more goodies to be packed in the unit while still keeping it thin. The lid of the laptop features Legion branding that’s subtly engraved in the metal and aligned to the side. It also features a white light in the O of Legion that glows when the computer is in use.

The extra bit of the laptop body facilitates better cooling. Lenovo has upgraded its Legion fan system from the previous generation. For passive cooling, a type of cooling that relies on the body’s build instead of the fans, it handles regular office use without starting up the fans. A gaming laptop with good passive cooling is rare to find and Lenovo has shown that it can be achieved with a good build.

The internal fans start when gaming, as one would expect. They are about as loud as other gaming laptops, but this won’t be a problem for gamers who use headsets.

Click here to read about the screen quality, and how it performs in-game.

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Serious about security? Time to talk ISO 20000

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By EDWARD CARBUTT, executive director at Marval Africa

The looming Protection of Personal Information (PoPI) Act in South Africa and the introduction of the General Data Protection Regulation (GDPR) in the European Union (EU) have brought information security to the fore for many organisations. This in addition to the ISO 27001 standard that needs to be adhered to in order to assist the protection of information has caused organisations to scramble and ensure their information security measures are in line with regulatory requirements.

However, few businesses know or realise that if they are already ISO 20000 certified and follow Information Technology Infrastructure Library’s (ITIL) best practices they are effectively positioning themselves with other regulatory standards such as ISO 27001. In doing so, organisations are able to decrease the effort and time taken to adhere to the policies of this security standard.

ISO 20000, ITSM and ITIL – Where does ISO 27001 fit in?

ISO 20000 is the international standard for IT service management (ITSM) and reflects a business’s ability to adhere to best practice guidelines contained within the ITIL frameworks. 

ISO 20000 is process-based, it tackles many of the same topics as ISO 27001, such as incident management, problem management, change control and risk management. It’s therefore clear that if security forms part of ITSM’s outcomes, it should already be taken care of… So, why aren’t more businesses looking towards ISO 20000 to assist them in becoming ISO 27001 compliant?

The link to information security compliance

Information security management is a process that runs across the ITIL service life cycle interacting with all other processes in the framework. It is one of the key aspects of the ‘warranty of the service’, managed within the Service Level Agreement (SLA). The focus is ensuring that the quality of services produces the desired business value.

So, how are these standards different?

Even though ISO 20000 and ISO 27001 have many similarities and elements in common, there are still many differences. Organisations should take cognisance that ISO 20000 considers risk as one of the building elements of ITSM, but the standard is still service-based. Conversely, ISO 27001 is completely risk management-based and has risk management at its foundation whereas ISO 20000 encompasses much more

Why ISO 20000?

Organisations should ask themselves how they will derive value from ISO 20000. In Short, the ISO 20000 certification gives ITIL ‘teeth’. ITIL is not prescriptive, it is difficult to maintain momentum without adequate governance controls, however – ISO 20000 is.  ITIL does not insist on continual service improvement – ISO 20000 does. In addition, ITIL does not insist on evidence to prove quality and progress – ISO 20000 does.  ITIL is not being demanded by business – governance controls, auditability & agility are. This certification verifies an organisation’s ability to deliver ITSM within ITIL standards.

Ensuring ISO 20000 compliance provides peace of mind and shortens the journey to achieving other certifications, such as ISO 27001 compliance.

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