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Chatbots

Hello AI! When I started to work with chatbots in 2016, they were quite different from what we have today. It's been a journey!

4 Tips to Choose the Best Chatbot Platform

4 Tips to Choose the Best Chatbot Platform

Countless companies have sprouted from the benefits chatbots promise. It's easy to see why. Chatbots give brands an unprecedented opportunity to answer customer questions at scale. But how do you evaluate if a chatbot vendor is right for your needs?

Three Principles Of A Successful Live Chat Operation [2020 Edition]

Three Principles Of A Successful Live Chat Operation

Three Principles Of A Successful Live Chat Operation [2020 Edition]

Welcome to 2020. I believe this year we finally achieve two notable milestones: live chat ceases to exist as a something separate from the grander schema of things, and B2B companies finally embrace live chat. As the third trend, there will be chaos.

Three Principles Of A Successful Live Chat Operation [2019 Edition]

Three Principles Of A Successful Live Chat Operation

Three Principles Of A Successful Live Chat Operation [2019 Edition]

In 2019, keep your eyes open for chatbots leading the charge when companies implement and scale live chat operations, in addition to chatbot+human cooperation establishing itself as the standard for live chat customer service.

It's a Human... It's a Chatbot... It doesn't matter

It's a Human... It's a Chatbot... It doesn't matter

At the end of 2018, I noticed a shift in people's expectations regarding live chats. It started to feel like general expectation was to receive assistance from an AI rather than a customer service representative. Now, I know if my observation is true or not.

It's a Human... It's a Chatbot... It's a...

It's a Human... It's a Chatbot... It's a...

While shopping online, have you receive help from retailers' customer support team via live chat? If so, do you know if that helper was a real person or a chatbot?

How To Get Started With Chatbots [Guest blog]

How To Get Started With Chatbots [Guest blog]

In my guest blog for giosg.com, I share a three-step process to a successful chatbot launch. I hope that by sharing this helps you to carry out a successful chatbot project as well.

The Story of My Chatbot: Meet Ilkka-bot

The Story of My Chatbot: Meet Ilkka-bot

The idea was to use chatbot like newsletter while, of course, taking advantage of all capabilities this new medium offers. So now I have a chatbot that educates people about live chat, sales chat, and chatbots. Fun.

What's Hot in the UK's Online Retail?

What's Hot in the UK's Online Retail?

During the autumn, there has been (at least) two major e-commerce events in London: first E-Commerce Expo at the end of September and in October Internet Retailing Conference. I think it's now a time to give an update on what is hot topics in the UK's e-commerce space.

Trends from DMEXCO 2016 changing the world

Trends from DMEXCO 2016 changing the world

I attended DMEXCO, one of the top events in digital marketing, earlier this month in Cologne, Germany. DMEXCO is huge: it has over 1000 exhibitors and over dozen stages providing engaging keynotes and speeches non-stop. In this blog, I have included the main topics from the event.

DMEXCO 2016, after day 2

DMEXCO 2016, after day 2

DMEXCO 2016 is now over. Here is my short recap of the second day. Unlike yesterday, this day was mostly for getting to know some of the 1000 exhibitors. Here are my top three observations from the day.

How chatbots fit into conversion marketing?

Conversion Rate Optimisation

How chatbots fit into conversion marketing?

Since Facebook’s F8 conference in April, chatbots have been all rage. Everybody from mainstream news to tech and business blogs are talking about them. So, let’s add an educated guess about chatbots’ role in conversion marketing in the mix.