12-Steps to Implementing a Successful BOT Strategy

12-Steps to Implementing a Successful BOT Strategy

12-Steps to Implementing a Successful BOT Strategy During the implementation of Sherlock – the chatbot about knowledge – I learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy must first identify the required customer-facing knowledge to program the bot effectively. […]

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The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations

The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations

The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations Language is complex. A great conversation is even more complicated. Teaching BOTS to have a human-like conversation is much more than just adding knowledge articles in response to typical questions asked by our customers. For a BOT strategy to be successful, our […]

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First. Be A Good Customer

First. Be A Good Customer

Be a Good Customer My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while […]

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Create a Simple, Yet Meaningful Marketing Message

Create a Simple, Yet Meaningful Marketing Message

Building A Platform When designing a new customer experience, you need first to build a successful platform. Building a platform starts with developing a meaningful marketing message. Not a lengthy vision statement that establishes a common goal for the organization, but a message that simply and cleanly tells your customers about your service. Great platforms […]

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Customer Advocacy and Incident Management

Customer Advocacy and Incident Management

The IT organization exists to efficiently provision and support technology to meet business objectives. Technology enables companies to perform their core business processes. When the technology fails, the Service Desk is the first point of contact for the customer into the IT organization and it serves as the customer advocate throughout the Incident Management process. […]

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