Virtual Assistant to the rescue – a retail experience
Moving house is the third most traumatic thing after death and divorce, they say… Presumably, those who move often, learn how to ease the pain. But in my case,...
Customer Service gone wrong
I have recently been reading Uncommon Service: How to Win by Putting Customers at the Core of Your Business. It is not the first book to talk about how...
When software takes over from human decision-making
An iPhone 4S buyer is suing Apple for supposed failings in its Siri voice-activated assistant software. The dissatisfied user claims Siri often did not understand what it was being...
Capability, not Voice, impressed most at MWC
It’s just over a week since we finished at Mobile World Congress and I’ve had a bit of time to reflect on the conversations I had with people that...
Virtual Assistants on the verge of the Uncanny Valley
In robotics theory there is a famous notion called the uncanny valley. The uncanny valley basically explains that robots when gaining human-like features are being liked more and more,...
Do voice commands show true intelligence?
Imagine a world where you can talk to almost any electronic device in your household; you give commands to your fridge, your microwave, your car, your mobile and your...
Can a Virtual Assistant damage your organization’s image?
A simple idea like “Virtual Assistant’s (VAs) do have an impact on the users’ perception about the organization that they represent” should suffice to prompt a tight collaboration between...
Bilbao gets a digital hello
Many tourists, when they step off the plane, have a list of must-see sights and practical advice on their destination earmarked in their guidebook or, increasingly, bookmarked in their...
From silent TVs to Talkies
Every now and then someone writes an article on whether Back to the Future II got its predictions right. Well, judging by the presence of voice activated TVs and...
Virtual Assistants – self help to Customer Service Staff
Online Virtual Assistants are increasingly becoming the first point of contact for users who need help from customer service. However, sometimes it is inevitable that a real customer service...