Chatbots Aren’t Human: They Just Look That Way

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FaceMe is now the second New Zealand company to release a humanoid chatbot that can speak the AI-generated text, all while reacting to the customer’s every expression, and displaying their own emotions.

Are you ready for the new data breach notification regime?

Get-ready-for-the-new-data-breach-notification-regime (1).jpgThe Australian Government’s Notifiable Data Breaches scheme came into force on 22 February 2018. It requires any organisation regulated by the Australian Privacy Act to notify individuals affected by a data breach that is likely to cause them serious harm, and also to notify the Australian Information Commissioner.

Agent experience the foundation of customer experience

Pre749 Agent Experience the foundation of customer experience

  • Many brands still do see agents as critical to delivering a good customer experience.
  • Contact centre agents expect the demands placed on them by customers to increase.
  • Agents want a more flexible working environment, better training, and data-driven feedback, all of which need the right technology.

Follow the money, it leads to chatbots

Pre746 Follow the money it leads to chatbots

  • Australian company Flamingo, which offers artificial intelligence-based customer service assistants, has gone from startup to ASX listed company worth $42.4m in three years. 
  • New Zealand startup, Cove Insurance is introducing the first insurance product to be fully managed by chatbot.

The chatbot you are dying to meet


  • Chatbots are being trialled for the provision of end-of-life counselling
  • The possibility is emerging of creating a chatbot that can mimic a real person enabling them to ‘live on’ after death
  • US company Pullstring is to offer software that will facilitate the creation of conversational agents that could mimic a deceased person if fed with information about their life.

In search of customer enchantment


  • 84 percent of New Zealandersfeel ‘unaffected by their experience’ as customers.
  • When it comes to enchanting New Zealand customers, ANZ, AA Insurance and Air New Zealand take the top honours.
  • Kantar TNS New Zealand says the key to customer enchantment is to cut through complexity.

Contact centre intelligence: emotional or artificial?

Pre734 Contact centre intelligence emotional or artificial

  • 44% of contact centres have no intentions to introduce AI.
  • 40% of contact centres agree that emotional intelligence is an area they need to explore.
  • Emotional intelligence has been eagerly embraced by the contact centre industry.

How to know when not to call


  • Telesales calls are very rarely well-received; this is especially so when the recipient is trying to cope with a natural disaster or other tragic circumstances.
  • In the US ContactRelief has devised a means of advising contact centres when it would be highly unwise to call consumers in areas that might be affected by natural disasters, or other adverse conditions.

Beware, the bots are coming to a contact centre near you

Pre726 Beware the bots are coming to a contact centre near you Internal note

Artificial intelligence has become something of a monster ever since Stephen Hawking famously warned that it could spell the end of the human race. Specifically: “It would take off on its own, and redesign itself at an ever increasing rate. Humans, who are limited by slow biological evolution, couldn’t compete, and would be superseded.”

In praise of knowledge management


* To manage all the information agents need, contact centres often turn to knowledge management software.

* Knowledge management systems are becoming robust, user-friendly tools for handling and disseminating diverse types of knowledge.

Want to spend up big? Just say the word, with voice biometrics

Pre716 Want to spend up big Just say the word with voice biometrics

The ANZ Bank has announced plans to enable its customers to authorise transactions in excess of $1000 from their mobile phones, using their voice as authentication. Currently transactions exceeding $1000 can only be made using Internet banking or by visiting a branch.