Alibaba Cloud Anti - DDoS

| March 20, 2018

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Protect your online business from malicious DDoS attacks with Alibaba Cloud Anti-DDoS Pro. Anti-DDoS Pro is a value-added protection service to ensure high availability and complete protection.

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Servzon

At ServZon we’re committed to providing you with the highest quality Enterprise Application and IT support services including Project Management, Consultancy, Data Migration, Network Infrastructure, Training and Support Services. Providing value that can be measured, our unique partnership approach creates bonds that last, so you can be confident your IT is in safe hands.

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From page building to apps to game design to AI, this programming training package covers it all

Article | March 15, 2020

Learning to code can be intimidating. It always takes some time and attention to develop any new skill, but for one with as many approaches as programming, it can be particularly nerve-wracking, especially when you’ve never dipped into those murky waters before. Even if you fall into that absolute beginner category, the package of training in The 2020 Comprehensive Programming Collection offers up some solid primers on the basic languages, tools, and methods for building websites, creating apps and basically becoming a one-person digital content machine. Ask a hiring manager the no. 1 skill they want to see on the resume of an IT job applicant and it’s knowledge of JavaScript. So this collection of nine courses starts with The Complete Beginner's JavaScript Course, introducing you to the basics of this core programming language.

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Why Humans Need Chatbots And Chatbots Need Humans

Article | March 15, 2020

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.) However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries. It simply cannot answer the infinite number of questions a human may throw at it. The technology is simply not there yet, and it may never truly get there. But perhaps more importantly, brands shouldn’t want a bot to manage every customer query. A bot working independently of human involvement won’t always deliver the best results for customer or agent. It’s the combination of chatbots and human agents that takes customer service to new heights. What you need is a smart and efficient way of translating your organization’s unique customer service philosophy into appropriate action so that every question is met with an answer in the best way possible – whether that be by bot, human agent, or a blend of both. To deliver this, you have to pay attention to the who, what, when, and where of customer engagement. You need to know who your highest-value customers are so you can always route them to a human agent, for example. You need to know what they need help with so a simple question can be managed by a bot. And the list goes on. Here’s why humans need chatbots, and chatbots need humans – and how you can achieve this perfect balance to deliver support that will exceed customer expectations and generate substantial ROI. Why humans need chatbots There’s no doubt that supplementing customer-facing roles with automation can yield fantastic results. The launch of McDonald’s self-serve kiosks is a great example of this. By giving customers the option of ordering their meal through a kiosk, or through a cashier, McDonald’s demonstrates the success you can achieve by combining automation with human. Here are just some of the benefits it brought to the customer and employee experience: 1. Automating large portions of simple queries so workers have more time to focus on other, more complex tasks 2. Reducing monotonous, repetitive queries to improve employee experience 3. Catering to customer preferences – choose quick automated service or deeper human engagement 4. Reducing queue times, in turn improving customer experience 5. Lessening the opportunity for human error 6. Generating ROI by reducing staff numbers These results almost identically mirror the benefits that intelligent chatbots can provide customer service teams. By implementing a bot, a large portion of frontline support can be automatically managed by the bot which: 1. Gives agents more time to handle complex questions 2. Reduces the monotony of answering repetitive questions 3. Allows customer to choose between chatting to a bot or an agent 4. Reduces wait time and queue length (through bot’s ability to handle infinite simultaneous conversations), in turn improving customer satisfaction through quicker resolution 5. Eliminates human error in data entry 6. Generates substantial ROI through lower service costs See how closely those benefits match? Recommended reading: Chatbot ROI Calculator Why chatbots need humans The relationship between bots and humans isn’t a one-way street. While agents need bots to provide more effective and efficient support, bots need agents to provide the personal, ‘human’ touch that many situations call for. In our latest 2020 Live Chat Benchmark Report, we found that chatbots handle 68.9% of their chats from start to finish – although an impressive stat, it still shows that many queries require an agent’s touch. Recommended reading – 2020 Live Chat Benchmark Report There are always going to be situations that call for human assistance: canceling a subscription, reporting a lost or stolen credit card, or registering a serious complaint. Or maybe the topic is sensitive, and your customer would feel more comfortable explaining their situation to an agent. Similarly, some (though increasingly less: stat?) people are still wary or reluctant to communicate with bots and prefer to only speak with a live agent. To cater to these customer preferences, it’s vital that these customers can be routed past or transferred from your chatbot to human agent without effort and without having to repeat themselves. It’s important to note however, that transferring from bot to agent isn’t always just in the interest of the customer – it can often benefit the customer service team too. This is because not all queries are equal. For example, if a customer reaches out asking about a bank’s opening times, this can be easily managed by a bot. However, when the same customer asks about a loan, this high-value interaction may dictate that – according to your unique customer service view – a human agent takes over immediately to ensure the customer receives the best experience and you close the deal as quickly and effortlessly as possible. If your chatbot can’t do this, turn it off and find a chatbot that can (we can help with that). How to create the perfect chatbot – human (agent) balance To begin creating the right balance between chatbot and human, you need a bot that’s widely accessible to today’s digital-first consumers; your bot needs to be where they are, wherever they are. Comm100’s AI Chatbot can serve customers on web, in-app, Facebook, Twitter, WeChat, WhatsApp for Business, and SMS. You also don’t need to build separate chatbots for each channel. Simply select the channels you want your bot to be available on (hint: all of them!) and you’re off. Although your customers will know they are speaking to a bot (and you should make this clear to them to set expectations), you need a bot that understands natural human language. Comm100’s AI Chatbot harnesses the world’s most advanced NLP engine so that it can understand your customers’ goals and provide the answers they’re looking for. Better still, add a large range of off-the-shelf integrations to this, and the Comm100 bot can begin performing actions on behalf of your customers – from tracking an order and paying a bill, to booking a flight. By resolving a large portion of your frontline customer service questions, your agents will have more time to focus on higher-value queries and customers that matter most to your bottom line. Recommending reading: Comm100 Chatbot Resolves 91% of Assigned Live Chats for Tangerine As we’ve discussed earlier, there will be times when you or a customer would rather connect with an agent than a bot. It’s crucial that your bot offers this flexibility. Firstly, your bot should be able to give the customer the option to speak to an agent at any time. Eighty-six percent of consumers believe they should always have the option to transfer to a live agent when dealing with a chatbot. You can easily set this option up within the Comm100 AI Chatbot. Next, you need a bot that can automatically identify the conversations that you want an agent to manage. This requires training your bot on the topics – ‘intents’, in bot lingo – that your customers will bring up. If there are specific intents that are of high value to you, you can tag them so when a customer mentions it, the bot recognizes it and automatically transfers the chat to the appropriate agent or department. The bot can also be trained to notify an agent or escalate the conversation when asked a question it can’t answer or if a visitor is clearly frustrated. As a failsafe, your agents should also be able to monitor bot conversations and take them over in these situations. Wrap-up Chatbots will never replace whole customer service teams, and nor should they. The ‘human touch’ is still essential to customer support, and we are a long way off until this changes. However, if implemented intelligently, bots can resolve a great portion of customer queries without any human involvement, allowing team sizes to reduce, or remain the same in the face of increased support volume. Take Tangerine, an Australian telecom company, for example. They experienced rapid growth, which in turn produced a surge in chat requests. By implementing Comm100’s AI Chatbot, up to 91% of assigned live chats were resolved by the bot without any agent involvement. As a result, Tangerine could manage the increase in chat volume without hiring and training more agents. And when high-value customers reached out, their agents were free to provide them with the best experience.

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Ericsson selected for AI-based RAN optimization by NTT DOCOMO

Article | March 15, 2020

Ericsson (NASDAQ: ERIC) has been selected by Japanese communications service provider NTT DOCOMO as its AI-based optimization solution vendor for its nationwide radio access network (RAN). The companies have been collaborating on introducing new solutions for decades, recently focusing on 5G proof of concept activities. The AI-based Performance Diagnostic solution for RAN optimization is one such effort and result of this collaboration. Leveraging on Ericsson’s global knowledge and experience, and collaborating with NTT DOCOMO’s network optimization expertise, the AI-based Performance Diagnostic solution will apply innovative machine learning and complex problem-solving techniques to classify cell performance issues and recommend changes.

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Acronis Launches 2020 Global Acronis CyberFit Platform Program

Article | March 15, 2020

MSPs, ISPs, and OEMs are already using the Acronis Cyber Platform’s APIs and SDKs to integrate and extend their applications and services with Acronis’ world-class cyber protection capabilities. It’s a fantastic way to build new revenue streams, reduce churn, and differentiate your business from the competition. Now, with the Acronis #CyberFit Platform Program, developing and marketing those solutions to a vast ecosystem of IT professionals is easier than ever before. Developers will benefit from Acronis’ network of over 50,000 channel partners and established technology alliances with major players as they work to innovate and bring new solutions to market. Take advantage of in-depth training and marketing programs, including personalized support from our technical and business development experts in the IT channel.

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Spotlight

Servzon

At ServZon we’re committed to providing you with the highest quality Enterprise Application and IT support services including Project Management, Consultancy, Data Migration, Network Infrastructure, Training and Support Services. Providing value that can be measured, our unique partnership approach creates bonds that last, so you can be confident your IT is in safe hands.

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