a great human – bot conversation with lots to learn
Inspired by a recent panel discussion as part of the In the Hot Seat podcast that I am involved in, I opened a chat with chatGPT3. ChatGPT is a language model by OpenAI that interacts in a conversational way. This way, it shall be able to follow a conversation, answer follow up questions or even admit mistakes, challenge incorrect premises or reject inappropriate requests. Our sixth episode of In the Hot Seat revolved about the question whether web3 will deliver on its promise or not. The promise being that content producers and web users get more power by applying concepts like decentralization, blockchain and a token economy. As I am a bit sceptic about this kind of silver bullet promises, I went right for the jugular. A conversation between a human and a bot Thomas: Tell me with arguments why web3 based on blockchain will fail chatGPT3: It’s impossible for me to provide arguments as to why web3 based on blockchain will fail, as web3 is not based on blockchain technology. Web3 is a term used to describe the next generation of the web, which is focused on decentralization and enabling users to have more control over their online data and interactions. Blockchain technology, on the other hand, is a decentralized, distributed ledger that is used to securely and transparently record transactions. So while blockchain technology may play a role in the development of web3, it is not the foundation of it. Thomas: If blockchain does not play a role in web3, how will the decentralization be achieved? chatGPT3: Web3 is focused on decentralization, but it does not necessarily...
How to overcome the process knowledge challenge with a little AI
Many a company has a severe challenge with how their processes actually work. Documentation may or may not be there. Tribal knowledge exists. Lots of repositories, too, including file systems, collaboration tools, chat tools, email, etc. In brief, there is the need for a solution. Startup Sevantiz has taken on this challenge with its Flockwise platform, which is reason enough for the CRMKonvos team to invite Sri Sabesan, Mani Manivannan and David Pickrell into our studio to discuss their approach and how it relates to CRM (spoiler alert: it does) and CX (it does, too). But what is Flockwise? Flockwise brings knowledge from the documentation, tribal knowledge and the transaction systems to answer the questions that employees in businesses have every day. Although we utilize a chat interface, It is much more than an Chatbot. Flockwise is designed to discover knowledge and serving it to the user in a way that the user get the right answer to the question. Flockwise creates the opportunity for the Enterprise Flock and their trusted advisors / consultants and outsourcers to capture knowledge and provide answers to the questions in a way that no other solution does. Creating an efficient way for something that we have always talked about. And that is capturing expert knowledge in a way that is truly reusable for the benefit of productivity of the employees and customers and suppliers of an organization. Sounds good? Then dive deeper into this CRMKonvos...
Intercom takes on Zendesk
The News Intercom is a conversational relationship platform that helps businesses build better customer relationships through personalized, messenger based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for conversational marketing, conversational customer engagement and conversational support. Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic. On August 12, 2020 Intercom launched a new product release with more than twenty functional enhancement that are intended to ‘supercharge customer support’. The company says that it is its biggest ever launch and targeted at ensuring that its customers “can provide prompt, personal support without sacrificing power or efficiency”. The twenty plus new features in this release cover enhancements across Messenger, Inbox and reporting. As part of this, there are new bots that can be used in the messenger, new data attributes that conversations can be tagged with and new rules and assignment features that enable deeper automation of conversations. This gets augmented by additional view capabilities in the support inbox that help getting better overview and by offering more task bots to the messenger that help providing a high customer experience while automating jobs. Additionally, Intercom improved its reporting capabilities by adding three dashboards covering conversations, effectiveness, and team resolutions with twelve new metrics plus improved filtering capabilities. Lastly, Intercom changed the side-bar navigation by providing clearer icons, changing their sequence and renaming one of the core sections, Platform, to Contacts. This has the goal of improving...