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AI: The customer support agent that doesn’t bring the drama or call in sick

(TECH NEWS) The future of customer support is self-service and so far it sucks, but this tool may help.




Getting there

Automated support isn’t exactly a new concept, but we’ve certainly come a long way from, “Please listen closely, for your menu options have changed.” While in some cases convenient, I think most people understand the frustrations of automated voice systems enough to have had at one point one-sided yelling matches with them.

Hint: Sometimes you’ll unlock a human depending on your tone or if you cry “representative!” enough times.

It’s not the best system in place, but when you’re a large company that receives thousands of similar requests a day, a bit of deflection is needed, and that’s what we have to work with, at least until recently.

The awkward subject: job automation

We’ve previously discussed at length regarding what AI (Artificial Intelligence) is and whether or not it should be anything for us to fear. For some, there is a palpable fear of job replacement due to automation.

Fair enough.

Considering we’ve seen many factory jobs replaced due to automation, there is a justifiable reason for concern. As the world continues to change, so does innovative technology but along with that, our ability to adapt to these evolving technologies. More and more businesses are looking toward AI in order to enhance their current support experience.

A 2011 Gartner report states that by 2020, 85% of customer interactions will be via AI services.

One of the chief benefits of using AI self-service is that it’s adaptable. It can be utilized as a great deflection tool or a provider of support assistance without the end user having to worry about hold times or business hours. This frees up times for more senior agents to handle the more complex issues rather than being tied up with a barrage of simple questions the AI could address in a fraction of the time.

Not to mention, the AI isn’t going to call in sick or request PTO.

Meet your new support agent

One particular AI self-service AI support tool is is a “conversational support self-service that requires no coding” or operational burdens.

The company touts higher satisfaction and NPS as it’s a service that allows for 24/7 support with the ability to deflect up to 33% of tickets, “cutting down on repetitive support inquiries.”

This is a much better alternative for customers who are seeking out help, but either don’t’ know a knowledge base exists or do not have the time or patience to search out the answer they’re looking for.

The AI adapts to the conversation in order to quickly address the customer’s needs. In order for the system to “learn,” you will need to have on hand an FAQ or some sort of knowledge base along with a history of chat/support logs; so keep in mind this may not be ideal for a new business or a business that does not have a record of support inquiries. The AI assistant collects detailed information based on context delivering a 95% accuracy rate in helpfulness, allowing you to resolve complicated issues for end users much more easily. The application integrates seamlessly with other ticketing platforms such as Zendesk and Salesforce allowing you ease of viewing key insights for your day-to-day.

You can enable the self-service on your website by copy pasting a single line of code.

The site is fairly simplistic as there’s not much to see or to navigate to look more into the product. To request a demo you’ll need to provide your email, name, company name, size of your support team, and the customer service platform you’re using. Unfortunately you don’t get the demo right away. It looks like someone will reach out to you directly regarding your request.

I am still waiting on my email, but maybe they can smell BS in a fake business name. I just wanted to see what the fuss was all about.

And so we can only really speculate how well this particular service works, but this is just one of many up and coming AI customer support tools being developed. As someone who’s worked many years doing support-type jobs, I for one welcome our new overlords. With the replacement of old jobs comes the creation of new ones.

Encyclopedia Britannica didn’t see Wikipedia coming,” and look where we’re at now.


Ashe Segovia is a Staff Writer at The American Genius with a Bachelor of Arts in Communications from Southwestern University. A huge film nerd with a passion for acting and 80's movies and synthpop; the pop-cultural references are never-ending.

Tech News

Tired of transcribing screenshots? Put this Chrome extension to work

(TECH NEWS) This new Chrome extension takes out the tedium of transcribing all your necessary screenshots into your writing and does it for you.



Logo for Docsumo, a transcribing Google Chrome extension

My favorite part of being a writer is getting to interview people from various walks of life. My least favorite part of being a writer is transcribing those interviews.

Slightly easier, but still annoying, is transcribing information from a screenshot, photo file or PDF. Sometimes you have to get this information in a rush and retyping all of it slows you down.

Docsumo is making that process into a breeze. The tool allows for users to grab text from a screenshot for easy copy and paste.

So how does it work? First, it has to be downloaded as a Google Chrome extension. Once it’s part of the browser’s extension, it can be put to work.

A video on Docsumo’s website demonstrates the easy transcribing process. The developer does a Google image search for a shipping label as they need to quickly copy and paste an address. When the necessary label pops up, they click the Docsumo tool that allows them to drag and select the part of the label they want to transcribe (the movement of the mouse is similar to taking a screenshot on a Mac computer).

Then, the text that they’ve highlighted is transcribed into a box where it can be copied and pasted. Simple!

In addition to copy and paste, users can extract, edit, and share data. After that, all of the related information is removed from Docsumo’s server. Examples of when this tool is useful include: Invoices, bank statements, insurance documents, bills, and tax forms.

The tool is made possible through Optimal Character Recognition (OCR) which, according to Ducsumo’s developers, is something that comes in handy in many situations.

“Organizations often receive crucial information and data in image form of documents. These images can be a photo of a document, scanned document, a scene-photo, or subtitle text superimposed on an image. The real challenge for the operation team is to be able to extract information and data from these photos. It can take hours to manually pull out this data and assemble it in a structured way for record-keeping and processing. This process is hugely error-prone too.

OCR technology comes to rescue in this situation.

Optical character recognition or optical character reader (OCR) is the electronic or mechanical conversion of images of typed, handwritten or printed text into machine-encoded text. This technology is suitable for photos of text-heavy documents and printed paper data records such as passports, invoices, bank statements, receipts, business cards, and identity verification documents. OCR technology is the way of digitizing printed texts so that they can be electronically edited, searched, and stored more compactly.”

In a world where pen-to-paper has slowly been fading away, Docsumo is here to give it another push further away.

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Tech News

Scoring productivity: Is this Microsoft tool creepy or helpful?

(TECH NEWS) Microsoft launched a new tool that helps monitor user data, but it’s not a work monitoring tool – it’s trying to judge productivity.



Black and white data screens monitoring productivity.

Just recently into the work from home movement, Microsoft launched their new tool, “Productivity Score”. According to Microsoft, this tool helps organizations understand how well they are functioning, how technology affects their productivity, and how they can get the most out of their Microsoft 365 purchase.

But to do all of this, the tool will keep track of how each employee is using Microsoft products. For instance, the tool will monitor how often video or screen sharing is enabled during meetings by employees.

It will keep a metric of how employees are communicating. It will show if employees are sending out emails through Outlook, sending out messages through Teams, or posting on Yammer. It will also keep track of which Microsoft tools are being used more and on which platforms.

So, Microsoft’s new tool is a scary work surveillance tool, right? According to Microsoft, it isn’t. In a blog post, Microsoft 365’s corporate Vice President Jared Spataro said, “Productivity Score is not a work monitoring tool. Productivity Score is about discovering new ways of working, providing your people with great collaboration, and technology experiences.”

Spataro says the tool “focuses on actionable insights” so people and teams can use Office 365 tools to be more productive, collaborative, and help make work improvements. And, while this all sounds good, privacy advocates aren’t too thrilled about this.

Microsoft says it is “committed to privacy as a fundamental element of Productivity Score.” To maintain privacy and trust, the tool does aggregate user data over a 28-day period. And, there are controls to anonymize user information, or completely remove it. However, by default individual-level monitoring is always on, and only admins can make any of these changes. Employees can’t do anything about securing their privacy.

So, user data privacy is still a large issue on the table, but privacy advocates can breathe a sigh of relief. Yesterday, they got a response from Microsoft they can smile about. In another blog post, Spataro responded to the controversy. “No one in the organization will be able to use Productivity Score to access data about how an individual user is using apps and services in Microsoft 365,” he said.

Although Productivity Score will still aggregate data over a 28-day period, it will not do so from an individual employee level. It will do it from an organizational one as a whole. Also, the company is making it clearer that the tool is a “measure of organizational adoption of technology—and not individual user behavior.”

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Tech News

Don’t want FB getting access to your texts? Try out Signal instead

(TECH NEWS) Elon Musk tells Twitter followers to “Use Signal” after WhatsApp announces new Facebook data-sharing policy.



Signal app product display on two mockup phones, set on a blue background.

With just a two-word tweet, Elon Musk popularized messaging app, Signal at the beginning of this year. “Use Signal,” the tech mogul tweeted on January 7. Musk urged his followers to start using Signal because of WhatsApp’s updated privacy policy announcement, which raised concerns among people.

On January 6, WhatsApp users received an in-app alert informing them about the company’s updated data-sharing policy. The message asked users to accept the new terms and conditions where they gave WhatsApp consent to share their information with Facebook. The updated policy would be effective starting on February 8, and users who didn’t agree to the changes would no longer be able to use the app.

WhatsApp’s new privacy policy reads, “As part of the Facebook family of companies, WhatsApp receives information from, and shares information with, this family of companies. We may use the information we receive from them, and they may use the information we share with them, to help operate, provide, improve, understand, customize, support, and market our Services and their offerings.”

The policy verbiage is concerning, but this isn’t the first time WhatsApp has shared some sort of data with Facebook. The company has been sharing data with Facebook since 2016. Back then, the companies announced sharing data would help “improve your Facebook ads and products experiences.”

But, Facebook’s data privacy practices are ones that have been controversial over the years and don’t garner much trust. Musk is recommending people to start using Signal because it offers two key things.

The app offers end-to-end encryption on ALL messages. It protects all text, video, audio, and photo messages, which can only be read by the sender and recipient. If a message is intercepted by anyone else, all they will get is gibberish.

Also, other than your phone number, the free app does not store or collect any other user data. The company is a nonprofit and relies on grants and donations to support development. It isn’t owned by any tech companies and doesn’t have any ads.

“The smallest of events helped trigger the largest of outcomes,” the app’s Executive chairman Brian Acton said in an interview with TechCrunch. “We’re also excited that we are having conversations about online privacy and digital safety and people are turning to Signal as the answer to those questions.”

In a Tweet, the company posted screenshots of app installs jumping from 10 million to 50 million. With Musk’s tweet skyrocketing Signal’s downloads, Acton does have a very good reason to be “excited”.

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