Blog Articles by PV Kannan

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October 01, 2018

Never ask a Customer What you Already Know

#Agent Services, #Contact Center

You know what I’m talking about. If you have a problem with your cable service, the only way to resolve it is to call…

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September 24, 2018

AI Trends in the Future

#Conversational AI, #Modern IVR

In recent months, artificial intelligence (AI) has been everywhere. It seemed like every company added “AI” to their…

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September 14, 2018

Is Your Company Self-Sabotaging? (Part 1)

#Modern IVR

Improve your IVR experience Virtual agents and virtual Personal Assistants like Google Home and Amazon Echo are making…

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September 12, 2018

Chatbots and the Future of Customer Service

#Chatbots and Automation

I began 2018 with a few predictions about the ways I expected AI to shake out this year. One of the trends I discussed…

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September 05, 2018

Hey Amazon – Stop Hiding Your Customer Service

#Agent Services, #Chatbots and Automation, #Contact Center

In the 90s, Amazon did something in the customer service space that persists today. Like many companies, Amazon added a…

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June 29, 2017

Why Apple Business Chat will Succeed Where Others Haven’t

#Chatbots and Automation

The recent announcement of Apple Business Chat, which will connect businesses with customers on iMessage, has major…

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August 18, 2016

Five Ways for B2C Companies to Scientifically Engineer Revenue

#Chatbots and Automation

Facebook announced this week that companies can now send consumers automated chatbot promotions through Messenger…

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April 30, 2016

Chatbots for Businesses: Fad or Future of Consumer Engagement?

#Chatbots and Automation

  Amazon, Google, Facebook, Tencent, Twitter, and Microsoft are betting big on chatbots (bots), and the tech…

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May 07, 2015

Michael Moritz and George Shaheen on Staying Relevant and Focusing on Customers

#Digital Transformation

How do you make your business relevant for tomorrow? I had the pleasure of interviewing some of the brightest minds in…