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The State of Field Services 2021 Report 2
The State of Field Services 2021, a recent Technology & Services Industry Association (TSIA) report, maintains that there are key activities that field services organizations can do today while working on accelerating connectivity through IoT:โข Capture...
The State of Field Services 2021 Report
According to a recent Technology & Services Industry Association (TSIA) report, ๐๐ฉ๐ฆ ๐๐ต๐ข๐ต๐ฆ ๐ฐ๐ง ๐๐ช๐ฆ๐ญ๐ฅ ๐๐ฆ๐ณ๐ท๐ช๐ค๐ฆ๐ด 2021, the attached image shows the driver tree for equipment manufacturers with Proactive Support organizations. In the last several years'...
How can todayโs limited chatbots address the self-service needs of complex products?
How can todayโs limited chatbots address the self-service needs of complex products, like the ones in the High-Tech and Industrial sectors? I believe that the time has come for ๐๐ป๐๐ฒ๐น๐น๐ถ๐ด๐ฒ๐ป๐ ๐๐ต๐ฎ๐๐ฏ๐ผ๐๐ that have: - A robust conversational Natural Language Processing (NLP)...
The Age of the Intelligent Chatbot is about to begin
The Age of the Intelligent Chatbot is about to begin. And it canโt come a moment too soon. A recent Forrester study on AI-powered Personalized Chatbots showed the following: - 92% of firms surveyed say itโs either โvery importantโ or โimportantโ for...
In-Product Support Experience
Customer Support Organizations are increasingly focused on the In-Product Support Experience. Customers need โ and expect โ to resolve their issues quickly, in real-time. They require fast access to the right product information, as well as seamless routes to live...
Gartner Report: Critical Capabilities for Insight Engines
I recently reviewed an excellent report by Gartner on Critical Capabilities for Insight Engines. Here are the three key findings: - The range of embedded and custom touch points for the delivery of insight is increasing, serving multiple roles and use cases-...
How artificial intelligence is reshaping the high-tech industry
Technology companies are in the midst of rethinking how they bring new products to market. Where should they start? In this IBM article by Grant Bodley, he narrows it down to 3 main steps: 1. Make the business model predictive instead of reactive2. Use...
CNBC Study
According to a new CNBC|Momentive study, half of U.S. workers describe their companies as understaffed, causing burn out and prompting higher percentages of workers to leave their positions. Understaffing, prominent in customer support operations, begs...
Onboarding Customer Support Agents and How to Improve the Process
A lot has been said (and documented) about the importance of delivering an extraordinary customer experience. But there is one critical component to the puzzle often overlooked: the support agents' onboarding process. Hiring the right people is essential, but a...
How AI Augments People
AI should complement, not replace human intelligence. AI-based machines have the upper-hand in handling complex models, with superior speed and accuracy. These capabilities allow machines to identify patterns and trends from the massive amounts of existing data and...
๐ฃ๐ฟ๐ผ๐ฎ๐ฐ๐๐ถ๐๐ฒ ๐๐๐๐ผ๐ป๐ผ๐บ๐ผ๐๐ ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐
I'm very excited about what we are achieving at Quark.ai. We are currently offering a ๐ฃ๐ฟ๐ผ๐ฎ๐ฐ๐๐ถ๐๐ฒ ๐๐๐๐ผ๐ป๐ผ๐บ๐ผ๐๐ ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐ solution. When a customer is entering a support case, the Quark.ai platform is automatically interpreting the subject line and the problem...
HBR Analytics Services Survey, March 2020
Delivering a high-quality, personalized, and seamless customer experience across all channels, business lines, and products ranks as important to the vast majority of organizations. In the Harvard Business Review Analytic Services Survey of 2020, 88% of the...