Tag Archive | "Changing"

AI-Powered Conversational Bots Are Changing the Game, Says LivePerson CEO

“T-Mobile literally pulled the hold technology out,” says LivePerson CEO Robert Locascio. “Millions of customer at T-Mobile don’t have to be put on hold. There’s no press one or press two. They go straight to a person. You are messaging them. You are doing what’s natural to you. That’s really what we see as changing the game. We made a big pivot two years ago and launched a whole new platform. There’s a bigger future in bots and AI than there was in chat.”

Robert Locascio, CEO of LivePerson, discusses how AI-powered conversational bots are being deployed and literally “changing the game” for customers of thousands of businesses using their Maven technology in an interview with Jim Cramer on CNBC:

AI-Powered Conversational Bots Are Changing the Game

We made a big pivot two years ago and launched a whole new platform and I said, “There’s a bigger future in bots and AI than there was in chat that I invented many years ago.” We went for it and as you can see the performance has been really great. I brought Alex Spinelli in about a year ago and he was running the core development team for Alexa. We brought in a lot of people from that group. The difference between us and Alexa is that we have thousands of brands (for our team) to work on. The Delta’s of the world and the T-Mobile’s of the world, instead of just one brand with Amazon.

We do human interactions also, but we know a lot of those interactions can be automated. Just look at Delta. In a couple of weeks, instead of your flights late and you make a call on the phone and get put on hold, you are going to be able to message a contact center and talk to a bot in real-time to get what you want and change your flight. All of that will happen without you being on hold. That’s really why these brands are gravitating toward us. We are messaging with our friends and family. We are not calling people anymore. So why call a brand?

T-Mobile literally pulled the hold technology out. Millions of customer at T-Mobile don’t have to be put on hold. There’s no press one or press two. They go straight to a person. You are messaging them. You are doing what’s natural to you. That’s really what we see as changing the game. Right now, Apple just opened up iMessages to businesses. Every business in the world is going to have to be on iMessage through our platform. Facebook Messenger too.

Maven, LivePerson’s Conversational Engine

We now have this thing called Brew to You, where right from your seat (in a stadium) you can have a bear and a hot dog delivered to you. But now we have something really cool which is out of the Cosmopolitan Hotel in Las Vegas. There is a bot called Rose when you check in. She tells you everything about the hotel. She can help you cut the line at Marquee which is their cool club. This is all about people engaging with the brand and talking to this bot that’s just there for you. And after people leave the hotel they keep talking to Rose!

What we are finding is that we take our technology which is called Maven, we enable the contact center reps to create the bots, deploy them, and own the bots. For example, we have a contact center down in the Dominican Republic and there’s a woman there named Laura that created a bot for GrillMaster, which is one of our customers. They deployed it and sold millions of dollars worth of grills. She was empowered to basically create that bot, deploy it, and change her life. She doubled her salary. That’s the power of this thing.

AI Has Got to be Democratized

EqualAI is a nonprofit we set up a couple of months ago. I started to realize that AI has got to be out there in the hands of many. It’s got to be democratized. It can’t just be with the big tech companies. What we want to do is take all the technology that we have (and make it available). It started with watching my two-year-old watching me command Alexa. Alexa turn on the lights. Alexa play music. She’s seen me command this AI and it’s a woman’s voice. I think what we are seeing now is that children are being affected by this. They are going to school, making demands, and following this.

We have to change the way that we deploy AI and how we manage it. I wanted to bring the best practices into a nonprofit. We now have other people and brands who are joining us and taking part in this. One of the best practices that we are looking at is why do we have a woman’s voice with Alexa? It could be any voice. It could be a man. We have to think about these things before we deploy them to millions of people and we affect their lives.

AI-Powered Conversational Bots Are Changing the Game, Says LivePerson CEO Robert Locascio

Also read:

Deepak Chopra Delivering Reflections on Alexa via LivePerson

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A New Domain Authority Is Coming Soon: What’s Changing, When, & Why

Posted by rjonesx.

Howdy Moz readers,

I’m Russ Jones, Principal Search Scientist at Moz, and I am excited to announce a fantastic upgrade coming next month to one of the most important metrics Moz offers: Domain Authority.

Domain Authority has become the industry standard for measuring the strength of a domain relative to ranking. We recognize that stability plays an important role in making Domain Authority valuable to our customers, so we wanted to make sure that the new Domain Authority brought meaningful changes to the table.

Learn more about the new DA

What’s changing?

What follows is an account of some of the technical changes behind the new Domain Authority and why they matter.

The training set:

Historically, we’ve relied on training Domain Authority against an unmanipulated, large set of search results. In fact, this has been the standard methodology across our industry. But we have found a way to improve upon it fundamentally, from the ground up, making Domain Authority more reliable. In particular, the new Domain Authority is better at understanding sites which don’t rank for any keywords at all than it has in the past.

The training algorithm:

Rather than relying on a complex linear model, we’ve made the switch to a neural network. This offers several benefits including a much more nuanced model which can detect link manipulation.

The model factors:

We have greatly improved upon the ranking factors behind Domain Authority. In addition to looking at link counts, we’ve now been able to integrate our proprietary Spam Score and complex distributions of links based on quality and traffic, along with a bevy of other factors.

The backbone:

At the heart of Domain Authority is the industry’s leading link index, our new Moz Link Explorer. With over 35 trillion links, our exceptional data turns the brilliant statistical work by Neil Martinsen-Burrell, Chas Williams, and so many more amazing Mozzers into a true industry leading standard.

What does this mean?

These fundamental improvements to Domain Authority will deliver a better, more trustworthy metric than ever before. We can remove spam, improve correlations, and, most importantly, update Domain Authority relative to all the changes that Google makes.

It means that you will see some changes to Domain Authority when the launch occurs. We staked the model to our existing Domain Authority which minimizes changes, but with all the improvements there will no doubt be some fluctuation in Domain Authority scores across the board.

What should we do?

Use DA as a relative metric, not an absolute one.

First, make sure that you use Domain Authority as a relative metric. Domain Authority is meaningless when it isn’t compared to other sites. What matters isn’t whether your site drops or increases — it’s whether it drops or increases relative to your competitors. When we roll out the new Domain Authority, make sure you check your competitors’ scores as well as your own, as they will likely fluctuate in a similar direction.

Know how to communicate changes with clients, colleagues, and stakeholders

Second, be prepared to communicate with your clients or webmasters about the changes and improvements to Domain Authority. While change is always disruptive, the new Domain Authority is better than ever and will allow them to make smarter decisions about search engine optimization strategies going forward.

Expect DA to keep pace with Google

Finally, expect that we will be continuing to improve Domain Authority. Just like Google makes hundreds of changes to their algorithm every year, we intend to make Domain Authority much more responsive to Google’s changes. Even when Google makes fundamental algorithm updates like Penguin or Panda, you can feel confident that Moz’s Domain Authority will be as relevant and useful as ever.

When is it happening?

We plan on rolling out the new Domain Authority on March 5th, 2019. We will have several more communications between now and then to help you and your clients best respond to the new Domain Authority, including a webinar on February 21st. We hope you’re as excited as we are and look forward to continuing to bring you the most reliable, cutting-edge metrics our industry has to offer.


Be sure to check out the resources we’ve prepared to help you acclimate to the change, including an educational whitepaper and a presentation you can download to share with your clients, team, and stakeholders:

Explore more resources here

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Clorox: Digital is About Changing the Way We Do Business

When you think of Clorox you probably think about bleach and consumer products. However, from a business operations and marketing perspective, you might be surprised to discover that Colox itself is undergoing a multi-year transformation with the goal of becoming a digital company.

Recently, at Salesforce Live, Doug Milliken, VP Digital Experience Transformation at The Clorox Company, described their digital journey:

We were doing digital, but we have to go to being digital. In the past, we’ve been doing digital marketing or doing e-commerce and we realized we really need to be digital, meaning the company needs to be organized around and operating in a digital way end-to-end.

Digital is About Changing the Way We Do Business

That led us to realize is that for us digital is not just a channel and a technology, digital fundamentally is about changing the way that we do business. Digital for us is about changing the way that every function in the company operates, leveraging the possibilities of digital technology.

We have efforts across the whole value chain of the company, how we do R&D, how we do product supply, how we do marketing and sales, and a program that’s funded and built into our three-year long-range plan across every sector of the company to digitize and change how we work.

Goal of Digitizing is to Improve the Consumer Experience

We then decided we have to have a North Star, why are we doing that and to what end are we digitizing the company? For us, that end is to improve the consumer experience. Digital transformation is changing how we work across the whole company in service of improving our consumers’ experience.

What this is about at the core is about becoming more radically consumer-centric and human-centered. Companies like Clorox,  most CPG companies, we are very consumer oriented, but we’ve typically been very brand-centric. We’re very organized and our thinking is very much around our brands.

What is the Goal of the Consumer?

Our brands are critical and they’re the unit of value for Clorox, but we’re trying to put the consumer much more at the center. Who is the exact consumer or the persona who we’re designing around and what is her goal?

If we take one of our brands, Renew Life, it’s a probiotic, that consumers goal is not to buy Renew Life, her goal might be to enhance her wellness. What is the consumer’s goal, what is her journey to that goal and what are the pain points or difficulties along those journeys that we can help with?

We’re trying to shift our mindset from how do we sell our brand or product to how can our brand help the consumer along this journey. That includes products but it could include other things too. It’s about their whole end-to-end experience and moving from being product and brand centered thinking to think about an end-to-end experience along a journey to a goal. That’s what we’re trying to accomplish.

I think in the next three to five years this is going to really come to fruition. What we’re going to be able to do for our consumer, to move them along their journey, to enable them to reach their goal and our ability to help them and our ability to grow our business while we’re helping them do that is really exciting.

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Call-to-Action Optimization: 132% increase in clickthrough from changing four simple words

Small changes to call-to-action wording can have a large impact on conversion.
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The changing SERP: Understanding and adapting to dynamic search results

Search results have become more personalized and dynamic over the years, creating a more challenging SEO environment for search and content marketers. But columnist Jim Yu shows how these changes can create opportunities for those willing to do the work.

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How Social Media Is Changing the Way Businesses Conduct Customer Service

Social media has become more than just a networking platform. They’ve become an ecosystem where friends, family, consumers, and brands interact with one another at lightning speed. In this age of hyper connectivity, brands are slowly realizing the potential of social media when it comes to providing customer service.

According to a study by Lithium Technologies, 70% of Twitter users expect a response from brands they interact with online. The same study also revealed that 50% of those users expect the response within the first hour. The need for a prompt response to customer inquiries has skyrocketed over the past few years and brands need to step up their game.

Today, consumers are quick to share their sentiments—whether it be negative or positive—on social media. Brands need to develop a more agile strategy that allows them to moderate these comments without damaging their reputation.

Image result for social media customer service

Because customer support through social media is still an emerging trend, not a lot of brands have expertise on the topic. Consumers, however, understand the power of social media and they use public posts as leverage in order to get the response they deserve.

Once unanswered questions and unaddressed concerns queue up on a brand’s social media page, their reputation is sure to take a hit. This shows the explicit need for brands to quickly allocate energy and resources in improving how they provide customer support through various social media channels.

Negative consumer sentiments shared online can hurt a brand’s online credibility. What makes them even more dangerous is their viral element. Each post has the ability to reach millions of existing and potential customers, giving brands often undeserved bad publicity.

For brands to come across as more responsive and approachable to consumers, they need to have a community manager who can focus on providing prompt and adequate responses to customer inquiries.

Aside from responding to messages being sent in by customers, community managers also play a key role in establishing a better relationship between brands and their target audience. They are also responsible for developing a more relevant tone that resonates with customers.

Once a brand figures out the right tone to use on social media, they can easily communicate with their audience in a more organic way. This tone helps brands stay consistent to the image they want to project to their target audience.

Staying on top of customer support requests are made easier by automation tools that can be integrated into social media platforms such as Facebook and Twitter. Chatbots can perform basic inquiry ticketing to help community managers address the most urgent inquiries first. Both social media sites are already conducting experiments and studies that can further improve the reliability of chatbots.

Image result for social media customer service chatbots personality

Using sophisticated machine learning and AI technology, these chatbots are also being trained to engage in more natural-sounding conversations with customers. The better these chatbots perform, the more they’ll be able to help brands increase customer satisfaction.

Given the cutting-edge tools and accessibility of websites like Facebook and Twitter, providing customer support through social media has never been easier. The rising trend in customer support through these platforms is bound to change the way brands establish a relationship with their customers and target audience. When used properly, social media can help brands give customers a more pleasurable experience with their products or services.

Social media is becoming one of the most accessible channels for conversations between brands and consumers. Whether brands are ready for it or not, social media will become a place where consumers will express their thoughts and grievances regarding their experience.

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How Kickstarter, Crowdfunding And The Presell Process Are Changing The Way Entrepreneurs Start A Business

Last night before heading to bed I was browsing through Kickstarter, in particular the film and video category, to see what projects are raising funds or have been funded already. In case you have been living under a rock (or maybe you just don’t live online like I do), Kickstarter…

The post How Kickstarter, Crowdfunding And The Presell Process Are Changing The Way Entrepreneurs Start A Business appeared first on Entrepreneurs-Journey.com.

Entrepreneurs-Journey.com by Yaro Starak

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My Sci-Fi Confession And How Kickstarter Is Changing The World

A Night Spent Exploring Kickstarter Campaigns, My Love Of Science Fiction, All Wrapped Up In A Powerful Business Lesson… It is no secret that I'm a bit of sci-fi geek. That is probably not too big a shock to you, given I walk in some fairly geeky circles already as…

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Entrepreneurs-Journey.com by Yaro Starak

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How Kickstarter, Crowdfunding And The Presell Process Are Changing The Way Entrepreneurs Start A Business

Last night before heading to bed I was browsing through Kickstarter, in particular the film and video category, to see what projects are raising funds or have been funded already. In case you have been living under a rock (or maybe you just don’t live online like I do), Kickstarter…

The post How Kickstarter, Crowdfunding And The Presell Process Are Changing The Way Entrepreneurs Start A Business appeared first on Entrepreneurs-Journey.com.

Entrepreneurs-Journey.com by Yaro Starak

This is an adaptation from the original comic “Marc Maron: The social media generation” by Zen Pencils. http://zenpencils.com/comic/129-marc-maron-the-social…
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My Sci-Fi Confession And How Kickstarter Is Changing The World

A Night Spent Exploring Kickstarter Campaigns, My Love Of Science Fiction, All Wrapped Up In A Powerful Business Lesson… It is no secret that I'm a bit of sci-fi geek. That is probably not too big a shock to you, given I walk in some fairly geeky circles already as…

The post My Sci-Fi Confession And How Kickstarter Is Changing The World appeared first on Entrepreneurs-Journey.com.

Entrepreneurs-Journey.com by Yaro Starak

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