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Virtual Assistants & Chatbots - The Next Big Thing in Customer Experience

Recorded - available as on demand webcast

Chatbots are increasingly part of the customer experience – whether to facilitate a new transaction or provide account support to an existing customer.  While many vendors are claiming to use machine learning and artificial intelligence in their virtual assistant applications, in truth, training content is at the heart of these systems. 

In other words, curated, structured content needs to be developed for these applications, rather than having the system ingest large amounts of unstructured content. 

What makes content appropriate for training?  How should organizations prepare for these types of systems?  How do the underlying processes that support the customer need to evolve to operationalize AI applications for customer service?

In this panel, we discuss:

  • The different types of robot virtual assistants used for support

  • How artificial intelligence powers these tools

  • The role of knowledge engineering

  • Practical steps toward deployment

Join our experts for an in depth discussion of “the next big thing” in customer experience.

Visit our sponsors' websites: IEEE/IT ProfessionalCMSWire.

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Seth Earley
Seth Earley
Seth Earley is the Founder & CEO of Earley Information Science and the author of the award winning book The AI-Powered Enterprise: Harness the Power of Ontologies to Make Your Business Smarter, Faster, and More Profitable. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. He has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance.

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How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.