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Twitter finally ups the customer service game for brands with chatbots

(SOCIAL MEDIA NEWS) Twitter rolls out a new feature that lets you order a pizza by sliding in some DM’s. Where do we sign up?

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Chatbots, roll out

Ever felt yourself hankering for a pizza but didn’t want to stop scrolling through twitter and call Pizza hut? Maybe you’re having issues with a big company and don’t want to call their 800 number?

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Talking to people is hard, and twitter gets it – that’s why they’re rolling out a new series of custom direct messaging bots tailored to each brand.

So far Pizza Hut and Evernote are set up with bots, but to order a pizza you need to sign in to your account on the Pizza Hut website, and at the time of this writing, a test of Evernote’s bot proved unsuccessful. Click To Tweet

Other companies rolling out their own twitter DM bots include AirBnB, Spotify, and Norton.

The virtual storefront experience

With just some simple automation, companies can now provide speedy and consumer friendly customer service. It’s easier to come to the consumer on their turf, rather than making them search through the company’s website or automated phone system for answers to their most basic problems. Even if their most basic problem is a need for pizza and extreme laziness.

“These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter.” Twitter details on their blog explaining the new features.

As soon as you decide to contact Pizza Hut directly through twitter, a message appears prompting you to interact with their bot-controlled system. Companies can customize user experience through twitter from the get go.

A virtual “Hello and welcome to our store, what brings you in today?” can provide the sort of customized virtual storefront on the platform where users actually experience their brand.

twitter-chatbot

But it’s not just for businesses!

In fact, anyone with a Twitter account that accepts Direct Messages from anyone and has selected the option that they provide support (both options under customer support on your dashboard) can write a message that will pop up whenever anyone starts a conversation. That’s right, even you, Joe Shmo, can now address your Twitter followers with a personal greeting when they try to contact you.

Like many automated customer service systems, more extensive issues will be vetted by the bot, collecting pertinent information from the customer before sending the log to a human agent who can take the problem solving from there. The beta version of this bot app is open to developers who apply to Twitter for access, giving each company the opportunity to customize and control the bot’s process.

In a world where we air most of our grievances and triumphs on social media, and consumers require our beloved companies to do the same, it seems only natural that our basic customer interactions be facilitated through Twitter. I mean, our eyes are already glued to the little blue bird. Why rip them away?

#TwitterChatbot

C. L. Brenton is a staff writer at The American Genius. She loves writing about all things, she’s even won some contests doing it! For everything C. L. check out her website

Tech News

Google Maps will soon display traffic lights

(TECH NEWS) The addition of traffic light positions to Google Maps promises to boost navigation accuracy. Now you won’t run a light while looking at navigation.

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At over 150 million monthly users, Google Maps’ value is not to be understated. With a new feature that shows traffic light positions rolling out to select devices and locations soon, one can expect that trend to continue.

A common issue with navigation via an app–especially when navigating solo–is a lack of precision that can lead to confusion, missed exits, potentially dangerous driving, and, worst of all, spilled coffee. By adding the location of traffic lights, Google Maps will improve both landmark recognition and automated navigation by providing drivers with more accessible information.

It’s worth noting a couple of arguing points, the first of which is the assertion that Google is starting from scratch on this feature. They aren’t. In fact, Japan-based Google Maps users have had access to traffic light positioning for years; Google is simply expanding the feature to include a larger number of cities and population density.

In a similar vein, Google also isn’t the first company to implement an ease-of-access feature such as this. Apple Maps has incorporated traffic light recognition since the release of iOS 13, and while its use is hit-or-miss (my iPhone 11 fails to pick up most traffic lights in my admittedly rural town of residence), the option to have Siri direct users to the nearest traffic light rather than saying “in 213.7 feet, turn left” is helpful.

That said, Apple Maps is a service which sees a little over 20 million monthly users–a far cry from Google Maps’ monthly base. For Google, accuracy and speed of updates will be paramount for a successful, routinely helpful launch.

At the time of this writing, Google plans to release the traffic light feature in New York, San Francisco, and a few other United States cities. The feature will be available on Android devices–sorry for now, Apple users–and will ideally expand to encompass most of the country if the initial release is successful.

It will be interesting to see how comprehensive Google’s coverage is and how quick the company is to adjust positioning of lights as cities do what cities do best. For now, if you have an Android device, keep an eye on your Maps app–good things are coming your way.

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How Microsoft plans to upskill millions of workers during COVID-19

(TECH NEWS) Microsoft is providing affordable and accessible resources to upskill workers during the COVID-19 economy.

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Microsoft helps

While the undeniable amount of job loss in the Unites States, thanks to COVID-19, may have lost some steam in the news, there are many people out of work and job searching. As of June 6, 2020, “Total nonfarm payroll employment rose by 4.8 million in June, and the unemployment rate declined to 11.1 percent, the U.S. Bureau of Labor Statistics reported today.”

This means many Americans are quietly pondering their next move. Some are freaking out over what their next place or type of employment will be, while others are taking a minute to pause and re-design their life’s path. Both may be hopeful that their career is aligning with their ultimate goals or ways in which they would prefer to live their life via professional pursuits and family preferences. There may be an optimistic outlook as well if they have been able to score interviews and feel some excitement about new opportunities amongst the angst and uncertainty.

However, as you may likely know, after a job loss, the job seeker has some extra time to think and this can be scary for some. They may catch themselves with extra worry or spinning in the what ifs? What if I don’t have the skills for the jobs in demand? What if I’m too old? What if they are not looking to hire someone with my credentials? What if I am unable to replace my salary?

Let’s look at the data when we cannot get out of our heads. What are jobs that are in demand and will be growing? According to VentureBeat and Microsoft, here are the top 10 jobs that are in demand and likely to grow over the next decade:

  1. Software developer
  2. Sales representative
  3. Project manager
  4. IT administrator
  5. Customer service specialist
  6. Digital marketing specialist
  7. IT support / help desk
  8. Data analyst
  9. Financial analyst
  10. Graphic designer

In tandem, Microsoft is providing access to “learning paths” and resources for users to develop skills for these jobs, which will be available from today until the end of March 2021, and includes a series of videos to help jobseekers start off on the right foot for each role. Microsoft will also connect more technical roles with other resources and tools, including its bot-powered GitHub Learning Lab where budding coders can practice new skills. And feeding into this, Microsoft said that it will join the dots through to qualifications, by offering “low-cost access” to industry-recognized Microsoft certifications “based on exams that demonstrate proficiency in Microsoft technologies,” Microsoft President Brad Smith said in a separate blog post.”

Venture Beat goes on to say that “Microsoft has announced a slew of new initiatives designed to open up access to new digital skills, including cash grants, providing access to data, affordable certifications for Microsoft products, and a new learning app baked directly into Microsoft Teams.”

Looks like those software developers aren’t going away and you can hate on sales all you want, but those are needed for companies to keep their doors open and sell their products or services.

It seems apparent that the tech giant is looking to make a positive impact and help upskill workers to be able to explore and gain the skills they need to pursue these available and growing job opportunities. They are utilizing the data available within the LinkedIn platform to provide insights on job postings, as well as pledged to support access to learning and non-profit organizations. Microsoft is also making smart moves to grow and expand in an area where they see some major growth opportunities (within the LinkedIn Learning platform and MS Teams). Microsoft CEO mentioned that we have seen a 2-year digital shift in about two months due to COVID-19.

However, this does pose a question – how long will it take for hiring managers to catch up on reviewing resumes of those that had to make a job switch and may not have the previous experience they typically look for when hiring? There is fair room for a discussion that those reviewing resumes will also need to be informed of the career shifts of candidates due to COVID-19 and may need to spend a little bit more time making sure they are not dismissed for looking to make a switch after their upskill experience.

There may also be some questions from employees if they do not feel they resonate with any of those jobs listed as growing over the next decade. We may see a spike in entrepreneurial activity and people setting out to create and design their own work-life harmony – especially if the remote work opportunities are only going to grow exponentially.

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Tech News

Study finds 1,000 phrases that accidentally activate smart speakers

(TECH GADGETS) Don’t worry about accidentally activating your nosy smart speakers… unless, of course, you utter one of these 1,000 innocuous phrases.

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It’s safe to say that privacy concerns, especially in today’s digital era, are unquestionably valid. With new video recording technology making it easier to identify people at a glance (whether they like it or not) and concerns that your smart speakers are eavesdropping on you, it may feel like you’re bordering on slightly paranoid around modern technology.

After all, even though there have been cases of smart speakers picking up on intimate conversations, there’s absolutely no risk of them overhearing private things without your consent, right? Even though it’s been documented that these devices — including Cortana, Alexa, Siri, and Google Home — have listened in relationship spats, criminal activity, and even HIPAA-protected data, you’re totally in the clear.

Oh yeah. The thing is, everything that gets broadcast into your smart speaker? There’s a completely random chance that someone back at headquarters may decide to sift through it in order to improve AI learning.

And while most of the time these conversations are totally benign, it doesn’t change the fact that a complete stranger is getting an earful of your private life. In fact, these transmissions? Are actually completely admissible in court, as several murder cases have already demonstrated. Their key evidence was none other than poor Alexa herself.

But wait, wait. These smart speakers can only get your information if you activate them, and that requires you to clearly enunciate their names. Right? Um. Not exactly. Even though you may think that you need to speak crisply into the speaker to activate it, it turns out that these devices are highly sensitive to any suggestion that you might be talking to them. It’s almost like your dog when you even remotely glance at his bag of doggie treats in the corner: one crinkle and Fido comes running, begging for some kibble and ready to serve you.

It’s the same for your smart speakers. As it turns out, there are over a thousand words or phrases that can trigger your device and invite it to start recording your voice. These can range from the perfectly reasonable (Cortana hearing “Montana” and springing to attention) to the downright absurd (Alexa raising her hackles over the words “election” and “unacceptable”). Well, crap. Now what?

It’s no secret that someone is listening in on your conversations. That’s been clearly documented, researched, dissected, and even accepted at this point. However, if you thought that they’d only listen to it if you gave them implicit permission by activating your device (which, to be fair, should not even count as permission in the first place), you were wrong.

So what’s a privacy-loving person to do? Just suck it up and try to choose between the lesser of two evils? On one hand, yes, these smart speakers are super convenient and can make your life easier. On the other?

Well, if you’re a fan of your privacy, then perhaps these devices aren’t meant for you. At this point, you’ve got little recourse. These companies will continue to use your data, and there’s nothing stopping them from spying on you. That is, unless you prevent them from doing it in the first place.

If you want to keep your private conversations private, either unplug your smart speaker when you’re not using it, or don’t get one in the first place. Otherwise, you’ll continue to give your implied consent that you’re totes cool with them butting in on your personal life, and they’ll continue to be equally totes cool with using it without your permission.

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