Things You Should Consider Using Chatbot

The use of live chat for customer services has grown popular over the past several years, often replacing voice support services. Many companies now recognize the benefits it brings, such as

  • the ability to address customer needs with more clarity
  • increased time and cost efficiency
  • better customer satisfaction

However, with the growth of chat customer support came the creation of AI software that could take over the responsibilities of a human support agent-the chatbot.

For large companies that often handle hundreds if not thousands or even millions of customers in a day, a chatbot can save them a lot of time and allocation of resources. They don’t have to hire big teams of human customer support agents to handle every single customer that comes to them with an inquiry. Another big plus for businesses is that chatbots don’t get tired. They don’t need to work in shifts-they can work 24 hours a day, 7 days a week for as long as the company uses them.

But as much help as chatbots can be to a big brand, they can also be a huge detriment.

Artificial intelligence is still flawed, as is with anything man-made. Sometimes the AI becomes too good to the point that it appears they have grown sentient, or they can be entirely unable to help a customer in need, as was the case with Telstra, a telecommunication company based in Australia.

Several news sources such as the Sydney Morning Herald, the Daily Mail, and Yahoo! News have reported that many customers have become irate at the quality of Telstra’s customer support chatbot, Codi, which was launched last October. Since then, customers have been posting on social media about their discontent with Codi.

For starters, the chatbot has a lot of trouble processing simple requests, such as when a customer requests that they be handled by a human agent. Codi also had a tendency to repeat itself and is prone to system crashes. There is one memorable anecdote of a man named Paris who requested a human agent and instead was asked if he wanted data roaming. Apparently, Codi mistook his name for the French city.

While this is not the same for every chatbot being used by businesses, Codi is a reminder of the possible trouble that awaits them, no matter how good the algorithm is. These kinds of issues can be a serious factor in a customer’s satisfaction (or lack thereof) with a company, no matter how good their products or services are.

While AI has proven itself to be useful and full of potential, it is wiser to proceed with caution and not completely depend on it, especially when it comes to customer support. Yes, hiring human support teams can mean more expenses than a chatbot program, but while robots can automate the entire process and handle simple queries with more efficiency, they still cannot deal with problems that require a more human touch.

Bad Factors About Shadow IT

Shadow IT is the term used for personal technologies (BYOD), applications, and software or services supported by a third-party service provider, instead of an organization’s IT provider or technology department.

Over the past several years, Social, Mobile, Analytics and Cloud (SMAC) technologies have been core drivers of innovation (and disruption). Mobile and cloud services have given end-users the ability to access data and perform their work roles from nearly any location. As a result, businesses’ applications have moved from behind the safety of the company firewall to public Software-as-a-Service (SaaS) solutions for everything from accounting to human resources.

These technology trends have also resulted in the “consumerization” of IT, where end-users have come to expect a fast, easy to use, mobile first experience. These expectations can cause with frustration with legacy technologies that may not work as well for employees on the go.

End users gravitate toward the simplest solution. Why go and find a work-related device when your cellphone or tablet is sitting on the desk? Thanks to the Apple’s App Store and Google’s Play Store, employees have access to literally thousands of applications that they can quickly install and use to carry out their job functions, all outside of the network perimeter. So why is this an issue?

THE RISKS OF SHADOW IT

There are several issues at hand with Shadow IT. Users choosing their own applications can open companies up to security issues, take them out of compliance with legal guidelines, and negatively affect other users in their business without meaning to. Here are some of the ways Shadow IT can impact your business:

Security – Unsupported hardware and software are not subject to the same security measures as supported technologies. Without the ability to monitor and control application use, software and apps that incorporate business data and integrate with existing business applications are at risk of cyber-attacks and malware infections. This leads to lost time, lost productivity, lost revenue, and lost reputation.

Compliance – The governance and compliance risks from Shadow IT are extremely serious as sensitive data can easily be uploaded or shared. There are no processes to ensure confidentiality of data or access policies if an employee is storing corporate data in their personal DropBox or EverNote account. Breaches resulting from failing to meet compliance guidelines can lead to significant fines.

Workflows and Processes – Technologies that operate without an IT department’s knowledge can negatively affect the user experience of other employees by impacting bandwidth and creating situations in which network or software application protocols conflict. Additionally, IT Support teams may not be ready with answers or a resolution when end users present issues with unsupported tools. This slows down workers and creates additional strain on IT.

REDUCING RISK AND MAXIMIZING BENEFITS

For all the risks Shadow IT presents, it also carries the potential for rewards. New applications can revolutionize processes and allow employees to work smarter and more efficiently. This requires a careful balance between management and flexibility.

Most end users do not equate using certain applications or devices with extreme consequences. This is where IT needs to be flexible and communicate well. Instead of telling end users they can only use one system for work, clearly outline what type of data is okay to work on in unsupported applications and which data should remain secure in your supported network. Make sure that you identify allowable uses in your Acceptable Use Policy.

The time has come to move past the denial stage of Shadow IT and communication is key. Educating end users and providing clear, concise, information usage guidelines can help you develop enforceable boundaries. Take the time to understand the processes and needs of employees. Research and employ solutions that address those needs, both current an

All About Smart Home Device You Should Know

Smart Home devices are still a relatively new form of tech, but the market is now being flooded as the demand for Smart Home products is increasing at an exponential rate. While many such products are innovative and of high quality, many are lagging behind their competitors. While the actual “smart” device may be well designed and manufactured, the accompanying web or mobile apps are often severely lacking in several key areas. This negatively impacts the end-user experience and can be the deciding factor between a product’s success or failure.

Smart Home devices range from light switches, thermostats, security systems and even fully functioning robots. Smart technology is being implemented pretty much everywhere in the home right now, and this trend shows no sign of slowing. While the diversity of Smart Home products varies quite considerably, a key factor in its overall success must be “usability”. In a highly-competitive market place, any product that is not intuitive to use, the customer will simply switch to a competitor’s product… fact!

Traditional usability testing will be isolated to a specific web app or mobile app. However, with smart home devices, usability testing must encompass the entire product, i.e. the device itself and its accompanying apps. For smart home devices that have been usability tested to a high level, this will result in the user having a positive experience while using the product.

A good QA company will evaluate a smart home device and its associated web or mobile apps along with any supporting documentation. From there, appropriate test approaches and methodologies can be defined and documented into a formal test plan. An optional suite of test cases will then often be designed. Many usability issues are often seen during the on boarding process. As this is the area that is used to typically set-up a new smart home device, it is of paramount importance that the user has a positive experience here.

By methodically working through not only the on-boarding, but all end-user workflows, user scenarios, supporting help/documentation etc. the testing can discover all usability issues which can be clearly documented for all product stakeholders to evaluate. The development team can then work with the usability defect reports to resolve the issues. Usability testing should ideally be performed before the product is launched, however as most smart home devices and their associated apps can be upgraded with new firmware/software updates, usability testing can also be highly effective after the product’s initial launch.

The Advantage of Artificial Intelligence

One of the most misunderstood terms in technology is artificial intelligence. There have been several arguments of how this could result into a very disturbing concept for the human race. However, without knowing, the cognitive system is already in use and even appreciated by all who fear its effect. Some argue that it will cause several distortion especially unemployment. However, artificial intelligence are managed, maintained and even coded by humans. This is an employment means, instead of unemployment.

What this simply means is that artificial intelligence can help to improve human life and reduce stress. Here are the benefits of artificial intelligence.

Insight in Marketing and Business

Data is probably the most important raw material for the transformation of an economy to a digital economy. However, this raw data are hovering in the air untapped, unprocessed, and useless. It can be deployed for data mining, and processing of big data in a few minutes to provide information on business insights.

Fraud Detection

One of the movies that displayed to a high extent what Artificial Intelligence can really do is the 2012 BattleShip. Artificial intelligence can be deployed in the detection of fraud by data analysis of several fraudulent behaviors. The system can trace out links and possible direction, which a fraud is most likely to take through the application of artificial intelligence, which involves Data analysis of previous record deployed in a cognitive system to track, trace, and even be totally be aware of possible fraudulent action before they occur.

Speedy Input and Management of New Information

Over the years, companies are constantly seeking ways to manage date, speedily input them and also recover them when needed. This has go through different series of improvement from introduction of filing to several other storage methods. However, data can be imputed at a faster rate and also be fast in recovery, and arranging every single file accordingly without time wastage by the use of artificial intelligence.

Big Data Analysis

For every company, organization and even the government, decision-making is a very vital role to play. A single error could cost a lot or possible bring the organization to a ruin. There are possible millions of data that need to be analyzed to make sure that every single aspect have been viewed before decisions are taken. Big data analysis helps to extract, analyze and compress raw information to assist in decision-making.

Automated Systems

Since the evolution of the industrial sector, the improvement of technology has always recognized and work along side automated systems to improve works. Introductions of artificial intelligence in hotel bookings, tractors and factory machine are all speedily becoming automated with a lot of advantages as to minimizing waste, decreasing errors and improving production.

As business, begin to plan their improvement and growth; it has become paramount to introduce different measure that will assist in achieving this goal. Artificial intelligence has come to play that very pressing role that can transform the face of a business, a government and even an entire economy from just a regular way of getting things done to a more sophisticated means.