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Saturday, October 24, 2020

Reinvent your customer experience with conversational AI



Wazzup Pilipinas!


The COVID-19 pandemic has considerably changed the way organizations operate. During a time when many businesses are struggling to survive, it has become more crucial than ever to be able to differentiate your business from the competition. While this means different things to different organizations, one factor that remains constant across industries is the adoption of digital solutions to improve customer services and support.

Enhancing customer experience has become the number one priority for organizations across the globe; and in order to fulfil this goal, many businesses are turning to chatbots as a first line of response in customer communications. Well-planned chatbots are an excellent way to extend fast, personalized, and scalable conversational support. From booking movie tickets to setting up clinic appointments, the scope of today's virtual assistants has grown by leaps and bounds.

Like most other countries in the region, companies in the Philippines are beginning to realize the value of the technology. Though, according to Kearney, a U.S. based consultancy firm, the investment in Artificial Intelligence (AI) per capita is poor (less than $1), as much as $92 billion could be added to the country's economy (12 percent of its expected 2030 GDP) by embracing the technology more.

Furthermore, given the fast-paced, technologically advanced world we live in, customers expect nothing short of instantaneous, highly personalized services. Almost every interaction these tech-savvy customers have with businesses is digital, and they expect their queries and concerns to be addressed in an immediate, hassle-free manner. Thus, the truly revolutionary future of perfecting customer experience lies in the hands of virtual assistants.


Investing in customer relations

Great businesses are built on the foundation of great relationships they build with their customers and great relationships are built on accountability and transparency. Thus, maintaining a steady channel of communication with your market is of utmost importance. However, providing round-the-clock customer support can be an extremely resource intensive process. Thankfully, virtual assistants can make this job a lot easier.

Advancements in natural language processing and speech recognition technologies have given rise to powerful chatbots that can parse massive amounts of text and learn the best ways to enhance customer service operations. Apart from the strength of their features, chatbots are also known for their adaptability. They can be easily integrated into popular messenger applications where people spend much of their time online. Beyond mobile and web interfaces, conversational interfaces are gaining traction, and customers will soon be able to choose seamless conversational interfaces across products.

These conversational assistants can be used in nearly every aspect of your customer relationship management process. They can act as personal assistants for your customers, readily available at their beck and call. They can also help your customers troubleshoot issues, provide self-help information guides and triage tickets, thereby enabling your customer facing teams to prioritize and attend to the most pressing concerns, while the users with less urgent problems are aided by the virtual assistant itself.


An AI-powered agent model

While the customer facing chatbots can directly interact with the customers, these virtual assistants can be of immense value to the customer service agents, as well. Besides handling a chunk of the workload for an overburdened customer service team, AI assistants can assist agents by providing all the necessary information they need before reaching out to the customer. They can act as the first line of defence in customer services, capturing critical information, and reducing the time it takes to get the required process initiated.

Chatbots can further help agents by not only suggesting specific actions after a ticket has been raised but also anticipating customer needs by learning from previous chat histories, preferences, and context provided. They can thus suggest pre-emptive actions by forecasting customer needs. Furthermore, they can also be integrated into the automated workflows of organizational processes.

Well-designed virtual assistants can also map customer queries and issues to the agents with the right skill sets. This not only helps in optimizing agent handle time, but also minimizes the possibility of escalation events and improves first call resolution rates. A powerful conversational interface will make the handoff from the bot to the agent so seamless that the end user will never notice the transition.


The future of conversational AI

Most of the present day chatbots are built on rule-based systems combined with natural language processing abilities. The fallibility of many of such virtual assistants lies in the fact that if the customer does not provide a clear message with a specific intent, the chatbot will not be able to provide the required information. Additionally, when faced with a query never seen before, the chatbot falters. Natural language processing capabilities give chatbots the ability to process the text in hand to identify the named entities and general intent the query contains, provided they follow a specific pattern. This is where language models come in.

Language models take natural language processing one step further by incorporating contextual understanding, known as natural language understanding. Language models not only identify the meaning of individual words, but also understand the context of a query. Thus, when faced with an unprecedented query, the chatbot can still process the contextual meaning of the sentence and present the likeliest response.

Natural language-based virtual assistants can thus hold conversations with the customers by keeping track of various contexts. A lot of research is going on to make bots sound more like human, including research on mixing code (mixing two languages during conversation) and evaluating the sentiment of the interacting human and responding appropriately.

These deep learning methods have given rise to many language models, such as the GPT-3, which can produce increasingly human-like text. The future of conversational AI thus shows immense promise, with further innovations in the field making it a worthy cause for investment.

By: Priyanka Roy, product consultant, ManageEngine

My Bets for Miss Universe Philippines 2020



Wazzup Pilipinas!

"Miss Bohol Pauline Amelinckx was on fire during the Miss Universe Philippines 2020 preliminary round as she took home not just one, but four awards!"

Miss Creamsilk

Miss Downy Sweetheart

Miss Cetaphil Sun

Most Beautiful Face Award 

Do you think that she can keep her front-runner status all the way to the top of the competition?

Basta taga Bohol gwapa jud nah. Parihas sila nawong ni Catriona Gray aww nxt to ms Universe..Proud Bisaja!

"She just exudes that aura of a beauty queen. Fiesty. Her answers during the prelims are meaty. She has climbed the list faster than the bullet trains of Japan! Definitely a TOP contender!"








She was amazing during the previous preliminary interview Q&A portion. Analyze the preliminary interview ni Cavite at Bohol. Grabe banggaan sa constructs. Pero Bohol pa rin ako!

Pinaghalong ganda ni Isabel Oli, Bianca Umali & Michelle Madrigal.

With a Catriona Gray + Sanya Lopez vibes.

Kulang lang sa rampa, but for sure she can easily be trained.

Fun fact: She won Miss Bohol 2017 and Gazini Ganados, the reigning Miss Universe Philippines was her first runner-up! 





During the preliminary competition, Pauline was honored with the “Most Beautiful Face Award.’ She was also given the title of Miss Creamsilk, Miss Downy Sweetheart, and Miss Cetaphil Sun.


Bohol's Pauline Amelinckx's National costume is called "Puwa" by designer Mikee Andrei
 

After watching the preliminary competition, I'll go for Pauline or Michelle. Si Alaiza ay medyo nanerbyos sa preliminary interview at hindi consistent ang English niya. Maganda naman sana siya at ok ang rampa. Cavite could win inspite of being a member of the LGBT community. 

These phenomenal ladies are serving y'all! They are not just there to play, they are there to win that crown! 

I place my bets for #MissUniversePhilippines 

Michele Gumabao, Quezon City

Pauline Amelinckx, Bohol

Alaiza Malinao, Davao City 

Billie Hakenson, Cavite 





Here are the #MissUniversePhilippines 2020S SpecialAwards:

Miss MG Philippines: Quezon city

Miss Downy sweetheart: Bohol

Miss Creamsilk: Bohol

Most Beautiful Face: Bohol

Miss Cetaphil sun: Bohol

Miss Photogenic: Cebu

Best in NatCos: Mandaue

Best in Swimsuit: Iloilo

Best in Evening Gown: Parañaque

With more than 40 women competing at the Miss Universe Philippines 2020, only one winner will be chosen during the coronation event on Oct. 25, 9 a.m. on GMA-7.

*CTTO

Benjamin Alves wins Most Boring Hosting for Miss Universe Philippines preliminary competition


Wazzup Pilipinas!

"Benjamin Alves, gets backlash from netizens after his low energy hosting on Miss Universe Philippines preliminary competition."

Ang energetic ni Benjamin Alves! Grabe! Nag transcend sa screen ko yung energy niya. Char!

Seriously, this host is f*cking terrible.

I get it that it's an empty arena so there's no crowd energy to feed off, but that's why you get a host with good presence. Not this robot reading from a teleprompter.

Benjamin Alves is eating his words. And monotonous din. Many times.

Walang kalatoy-latoy maghost si Benjamin Alves, he's not really into hosting so I wonder why he was chosen?

Pakibigyan nga ng Enervon-C itong si Benjamin Alves, kulang na kulang in everything.  O baka gusto miya ng Milo for energy.

Sana man lang pinainom siya ng energy drink bago sumalang. Jusko, naubos yata energy niya sa Cosmo.

Robi Domingo should be the host for this event. Benjamin Alves doesn't know the uses of rising and falling intonation. They could’ve asked Xian Lim or someone else from the previous pool of talents of ABS-CBN.

Unforgettable talaga yong kay Anne Curtis kamiss siya maghost kasama na rin si Xian Lim kahit paaano. Sana maibalik na sa dati ang ABS CBN para mapunta na ulit sa kanila ang airing and producing ng Miss Universe Philippines. Don't forget about Toni G.

My biggest rant is for the background music. I HATED IT! There are lots of indigenous musical instruments which could have been made use to make beautiful jovial music but we got freaking HOTEL LOBBY MUSIC. Nakakaloka.

So ang galing pala ni Benjamin Alves dahil nagcomplement yung energy niya sa music. Lol!

I guess ibinabagay lang ni Benjamin Alves yung way of hosting nya sa mga tugtog na pine-play. 

Siya na nag-adjust at ayaw palitan ng MUPO ang tugtog.

Ang pangit naman yata kung full energy siya pero ang lungkot ng tugtog. 

Sino ba kasi sound director?

Benjamin Alves and the background music had taken me to Snoozeville during #MissUniversePhilippines. Bawi tayo sa finals ha. Promise me this. Seryoso ako.

Benjamin Alves could've done better. Honestly, sobrang boring niya mag host. Parang hindi pinakain ng dinner hahahaha!

It was evident na nawala yung "spark" ng mga front-runners. 

Kape tayo Benjamin Alves, keri?  Sabihin mo na lang din kung hindi ka masaya sa ginagawa mo. Parang anytime magsasalita siya ng "So Help Me God."

Sayang yung magagandang gown at walks. Tapos yung magagandang kandidata, nakakapanghinayang. Kapag GMA talaga ang gumawa ng pageant, bulok talaga ang presentation.

Kamuning kasi may contract sa MUP besh. Kung Momshie Ignacia sana ang host, perfect.

Benjamin Alves is under empire management. Empire is being managed by Jonas Gaffud. Jonas Gaffud is one of the directors or Miss Universe Philippines. Alam na, bes!

So the most dry emcee award goes to Benjamin Alves!!!! 


On a positive note, I loved the background and the camera works! Finally, no more BBP audience shots (which is impossible for now). hahaha pun intended.

Overall, a good prelims show but please give us a hell of a finals. I hope KC Montero will do better.

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