How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
While the Information Age has certainly opened the floodgates for people to access information like never before, companies are only now shifting their focus to provide more relevant and highly…
Philosophy provides some big questions, such as “what do words mean?” While finding an answer to those larger quandaries is outside the scope of this article, this is the type…
You’ve probably heard of Moore’s Law: the idea that the number of transistors on a microchip doubles every two years. The (revised) 1965 prediction by Intel co-founder Gordon Moore first…
ServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way organizations work (just ask Deloitte). As…
The coronavirus pandemic has forced a wide variety of industries to rethink how they do business and to fast-track plans for digital transformation. The telecommunications business is no exception. To…
After working at Coveo for the last six months, I must say that it is the best place to conduct machine learning experimentation and develop concrete AI solutions for businesses.…
Semantic similarity matching between texts is one of the sub-tasks of Natural Language Understanding (NLU). It has a wide range of applications, such as informal retrieval, question answering, and paraphrase…
Case deflection is a trendy, yet fuzzy concept. This makes it something that many want to calculate, but that is actually pretty difficult to do due to a misunderstanding of…
Are you a developer or experience executive in ecommerce, service, web, IT, or HR and workplace? Then keep reading. Due to Covid, 2020 rapidly became the year of virtual conferences.…
Don’t look twice, but you’re losing B2B customers to sites that offer a B2C experience. B2B customers are also B2C consumers. They refuse to wait more than one second for…
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
Before the covid 19 pandemic, the health insurance industry was changing rapidly to meet consumer demands. The pandemic accelerated a change in service delivery, moving from in-person to remote that…
When it comes to choosing a site search engine for an ecommerce platform, evaluating an ecommerce search vendor is a cumbersome task. Multiple vendors tout AI capabilities. As Gartner analyst,…
In a previous article we addressed how, despite having machine learning, digital merchandisers are forced into manually managing synonyms. We showed how it is tedious, laborious, non-scalable – and error-prone.…
