Blog Articles by Hollis Chin

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March 25, 2016

What’s Your State of Online Self-Service?

#Customer Engagement

It’s no secret that online self-service plays a critical role in creating a more seamless online experience for…

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December 29, 2015

8 Things to Look for in Virtual Assistants, and Where to Get Them

#Customer Engagement, #Virtual Agent (Chatbots)

It can be daunting: How do you choose a company to provide the right type of self-service that delivers a human-like…

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November 20, 2015

Big Data has a Big Impact on Predictive Analytics at the Strata + Hadoop World, Make Data Work Conference

#Customer Engagement

In this data-driven world, it's the companies, cities, and nations that learn how to harness the power of data and…

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October 13, 2015

Shouldn’t a Company Understand Your Voice Like Siri and Cortana?

#Customer Engagement, #Modern IVR

When you call a company with a question, often its Interactive Voice Response (IVR) struggles to understand you.…

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October 09, 2015

Customer Service Week—One Big Wish for an Omnichannel Journey

#Customer Engagement, #Modern IVR

Customer Service Week has generated many articles with long lists of tasks that companies must do to improve their…

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August 17, 2015

SpeechTEK - Still Crazy (and Relevant) After All These Years

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

The old Paul Simon song “Still Crazy After All These Years,” might be a good theme song for SpeechTEK, the annual…

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July 30, 2015

Not-So-Secret Formula for #1: Better Chat at Less Cost

#Customer Engagement

[24]7.ai recently became the world’s largest chat provider, with more than 5,000 dedicated chat agents. How did we get…

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July 24, 2015

I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?

#Customer Engagement, #Modern IVR

The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an…

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July 20, 2015

Natural Language on Steroids is Key to Caller Engagement

#Customer Engagement, #Modern IVR

So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…