TechGist05

According to Gartner research, it is estimated that 60.5 million Americans use a virtual assistant at least once a month. If this trend continues, chatbots will likely power 85 percent of all customer service interactions by the year 2020.  It is said that chatbots are the new FAQ . Every second, 40,000 search queries are made online worldwide. That adds up to 3.5 billion per day or 1.2 trillion each year. That’s a lot of people looking for a lot of answers. If chatbots are built right they definitely enhance the customer experience and make it easier for a customer to find the content they need. Technical support is the most common type of chatbot content. Chatbots provide a bridge between technical documentation teams and customer support call centers. Salesforce’s Chief Digital Evangelist, @ ValaAfshar predicts that “The line-of-business that is most likely to embrace AI first will be the customer service – typically the most process-oriented and technology savvy organization w...

This is a modified and updated post that was originally published in CMS Wire on June 1st. We live in an era where there is more information available to a digitally savvy human than has ever been possible in the history of mankind as we know it. The volume growth implications are so significant and substantial that it is worth considering some contextual facts to get a proper understanding of this fact. The Encyclopedia Britannica announced in 2012 that after 244 years, dozens of editions, and more than 7M sets sold, no new editions would be printed. The 32 volumes of the 2010 installment, it turns out, were the last edition of this great publication. The primary cause for this was the increasing use and relevance of the Wikipedia (and other digital alternatives) which would cover 2,670+ Encyclopedia Britannica sized volumes if it were to be actually printed. While some may argue that the Wikipedia is less reliable, this contrast is quite astonishing and clearly, there is more inform...