Gartner’s 2019 Market Guide for Conversational Platforms
Gartner is the world’s leading research and advisory company. OneReach.ai along with Google, IBM Watson, Amazon Lex, MS LUIS, is part of an emerging quadrant Gartner calls Conversational Platforms.
You Don’t Need An App for That
In July of 2013 Toby Shapshak, the South African speaker, strategist and editor of Stuff Magazine, did a TED talk called You Don’t Need An App For That. Business leaders, innovators and experience designers would soon realize how profound this TED talk was to the rest of the world. Shapshak’s astute observations and message to […]
Why Your CEO and Customers Don’t See Eye to Eye on Customer Experience
This guest post is written by Jen Diaz, Program Manager at Irrevo. Stories of outrageously amazing customer service catch a lot of attention, whether or not they’re actually true. Everyone has heard the legend of the fellow who returned a snow tire to Nordstrom, even though the story that’s passed around is missing some context. […]
Bots Gone Bad: What We Can Learn From Microsoft’s Tay Malfunction
By now you’ve probably heard the story of Tay, the AI-powered chat bot Microsoft debuted last Wednesday. Things started off innocently enough before Tay went completely off the rails, going on racist rants and tweeting her support of Adolf Hitler before Microsoft pulled the plug.
The Perfect Tool(s) for Joining the SMS Bot Gold Rush
Through the history of the Internet, we’ve seen a bots of all flavors (scrapers, viruses, worms), all often giving bots a bad name. They’re small bits of code that can carry out a host of malicious actions–stealing web content, screwing up web analytics, and encouraging click fraud. This all sounds pretty dire, but more recently, […]
3 Things to Consider When Building Your Own Communication Solution
Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric […]
Year End Review: Customer Service Trends in 2015 and Beyond
As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.” This year, that couldn’t be further from the truth. That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM […]
OneReach Helps Power City of Evanston’s Restaurant Inspection Text Messages
The city of Evanston, Ill. has worked with OneReach to provide residents with the ability to check the health inspection scores of local restaurants over text.
7 Lessons Star Wars Can Teach You about Customer Service
With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels). In the midst of […]
What the U.S. Can Learn from Mobile Payments in Africa
Mobile payments have exploded in popularity just within the past year—40% of U.S. consumers have used mobile payments in 2015, compared to just 8% in 2014. In fact, mobile transactions are expected to surpass half a trillion dollars ($560 billion) in 2016, and Gartner predicts that mobile commerce will make of 50% of all U.S. […]