• +598 29008192
  • info@servinfo.com.uy

Archivo del Autor: Belen De Leon

Salesforce update brings AI and Quip to customer service chat experience

When Salesforce introduced Einstein, its artificial intelligence platform in 2016, it was laying the ground work for artificial intelligence underpinnings across the platform. Since then the company has introduced a variety of AI enhancements to the Salesforce product family. Today, customer service got some AI updates.

The goal of any customer service interaction is to get the customer answers as quickly as possible. Many users opt to use chat over phone, and Salesforce has added some AI features to help customer service agents get answers more quickly in the chat interface. (The company hinted that phone customer service enhancements are coming.)

For starters, Salesforce is using machine learning to deliver article recommendations, response recommendations and next best actions to the agent in real time as they interact with customers.  “With Einstein article recommendations, we can use machine learning on past cases and we can look at how articles were used to successfully solve similar cases in the past, and serve up the best article right in the console to help the agent with the case,” Martha Walchuk, senior director of product marketing for Salesforce Service Cloud explained.

Salesforce Service Console. Screenshot: Salesforce

The company is also using similar technology to provide response recommendations, which the agent can copy and paste into the chat to speed up the time to response. Before the interaction ends, the company can offer the next best action (which was announced last year) based on the conversation. For example, they could offer related information, an upsell recommendation or whatever type of action the customer defines.

Salesforce is also using machine learning to help route each person to the most appropriate customer service rep. As Salesforce describes it, this feature uses machine learning to filter cases and route them to the right queue or agent automatically, based on defined criteria such as best qualified agent or past outcomes.

Finally, the company is embedding Quip, the company it acquired in 2016 for $750 million, into the customer service console to allow agents to communicate with one another to find answers to difficult problems. That not only helps solve the issues faster, the conversations themselves become part of the knowledge base, which Salesforce can draw upon to help teach the machine learning algorithms about the correct responses to commonly asked questions in the future.

As with the Oracle AI announcement this morning, this use of artificial intelligence in sales, service and marketing is part of a much broader industry trend, as these companies try to inject intelligence into workflows to make them run more efficiently.


Source: TechCrunch

Employee retention platform Peakon raises further $35M in a new round led by Atomico

Peakon, the Denmark headquartered “employee retention platform,” has raised a further $35 million in funding. Described as a Series B extension, the round is led by European venture capital firm Atomico, with backing from existing investors, including EQT Ventures, IDInvest Partners, Balderton Capital, and Sunstone.

Originally offering “people analytics” by enabling companies to more regularly survey employees, Peakon has since evolved to become a fully fledged SaaS for employee retention. It claims to now tackle three critical areas. They are employee engagement, actionable insights to prevent employee problems before they arise, and competitor analysis through benchmarking employee engagement data against Peakon’s proprietary industry-wide data.

Peakon’s surveys are designed to be both fast and conducted weekly, rather than annually (as is the traditional way of surveying employees). They also adhere to standardised questions so as to enable industry wide comparisons. This means that companies using the employee retention software can not only get a more immediate feel for how engaged employees are at any given moment, but also use that data to drive operational decisions and competitor analysis.

For example, Peakon claims to be able to predict when certain employees are in danger of leaving 250 days in advance of doing so. As hiring gets increasingly competitive, this heads up is crucial as it theoretically provides enough time for management to attempt to prevent critical employees from leaving.

Zooming out further, Peakon’s use of standardised questions for the micro surveys it conducts on behalf of customers is enabling the company to build what it claims to be the largest real-time database of “how the world’s workforce is feeling”. By diving deep into this data — based on more than 30 million data points and rising — various macro trends can be established, such as comparing the fall in worker productivity before the winter holidays across countries and demographics.

Meanwhile, I’m told Peakon has grown extremely fast over the last year. This has included opening an office in New York where co-founder Kasper Hulthin is now based, while the company expects its U.S. headcount to be over 50 employees within the next 12 months. Peakon also has offices in U.K., Denmark, Germany, and New Zealand, and says current headcount sits at over 180.

Since launching in early 2016, Peakon’s customers have included the likes of Capgemini, Verizon, BMW, TrustPilot, Harrods and easyJet.

Adds Mattias Ljungman, Partner at Atomico: “As our world continues to change, traditional concepts of work are being redefined. Workers have to deal with constant change, and this is why it is more important than ever for companies to listen to their employees’ voices and create a positive culture through feedback and engagement. Yet, today companies are still struggling to measure their most important asset: their people. We were blown away by Peakon’s rigorous, data-driven approach to this problem”.


Source: TechCrunch

Netflix won't join Apple's video streaming service, reports say – CNET

CEO Reed Hastings reveals that Netflix won’t integrate with Apple’s platform, according to multiple outlets.
Source: CNET

Amazon's Rekognition software lets cops track faces: Here's what you need to know – CNET

Got questions about Amazon’s efforts to provide facial recognition software to business and law enforcement agencies? Us too.
Source: CNET

Show Us Yours: Submit photos of your weekend ride – Roadshow

Have a weekend cruiser, project car or track-prepped racer? We want to feature it on Roadshow.
Source: CNET

Lab-grown meat: Taste testing chicken of the future – CNET

Where’s the beef? Actually, it’s a chicken nugget.
Source: CNET

Instagram tests way to let you buy products directly on the app – CNET

Shopaholics rejoice.
Source: CNET

Instagram's New Shopping Feature Works Like a Digital Mall

Because #capitalism.
Source: Wired

Angry Birds AR is coming to iPhone this spring

Angry Birds: Isle of Pigs took the scenic route to the iPhone. Rovio began flirting with augmented reality on the Magic Leap of all places, releasing First Person Slingshot for the headset last year. Last month, Angry Birds VR: Isle of Pigs hit Steam for the HTC Vive and Oculus Rift.

Now, it seems, the AR version of the title is finally ready for a mainstream audience, as Rovio preps the game for a spring release on iOS. The game, developed by Swedish company Resolution Games, builds on the learnings from its predecessors, creating a customized version of the game for the mobile form factor.

Sami Ronkainen, Rovio’s creative director, Extended Reality, told TechCrunch that the more mainstream version of the title borrows some levels from the earlier versions, while introducing a number of originals.

“What we did with the Magic Leap was we wanted to start with something that’s fully immersive that can make use of the 3D space around you,” he says. “We realized that it’s going to be further in the future, so we decided to go with platforms that are much closer to customers today.”

Of course, an imminent release for iOS marks far and away the largest potential audience the game has seen to date. But Rovio, notably, doesn’t stray too far from its roots here. While the title adopts a first-person view to make the most of the augmented reality experience, it’s the same game at its core as the one that debuted on the iPhone 10 years ago this December.

You slingshot irritable avians into weak points of compromised structures in order to take down enemy pigs. You know the deal. They made a whole feature-length film about it (with a sequel on the way this summer). 

When you fire up the game, it will detect its environment for a suitable surface and start building structures on top of it once found. The environment and characters are brought to life in compelling ways, interacting with you as you move around. In fact, moving is a big part of the game. This isn’t one you’re going to want to play on the subway — it requires getting creative about the angles you adopt to fell the structures.

Rovio doesn’t have a dedicated AR team, instead partnering with Swedish developer Resolution to offer a fuller experience from the ground up. “There are games where the AR seems like a bit of an add-on,” says Ronkainen. “We wanted to explore this from the angle of building a game that really makes use of the space. You can either build a team of your own and make your own mistakes, or you can partner with the best people who have a good track record of building AR games.”

You can either build a team of your own and make your own mistakes, or you can partner with the best people who have a good track record of building AR games.

I had a little hands-on time with the game earlier this month, and was impressed with the little touches throughout, from the snowfall in certain levels, to the pigs’ snorts as you come near. And certainly the new angle adds a different dimension to a game that’s frankly been run into the ground after years of sequels and spin-offs.

How long it will maintain that fresh outlook is another question entirely. So too is the question of how much users will want to engage by moving around over the long run. Ditto for the question of interacting with an AR game through a mobile device, rather than a headset. It’s clear that one of the reasons Rovio chose headsets first is that they’re simply a more natural method for interacting with a title like this.

What iOS does represent, however, is a way to bring the experience to the masses. For Apple, meanwhile, the casual game represents the potential to bring the ARKit experience to a much broader user base. Apple really needs one or two titles to showcase augmented reality on the mobile platform for mainstream users, and Angry Birds has both the name recognition and simple gameplay to do just that.

The title is available for pre-order starting today. It will arrive at some point in “late-spring.” It’s free to play, but will likely feature some manner of in-game purchasing — though the company tells me it hasn’t “locked down a business model” just yet.


Source: TechCrunch

Smart speakers are about to get an IQ bump thanks to new Qualcomm chips

Qualcomm announced a new chipset that is designed to make the next generation of smart speakers sound, listen, and connect better than ever before, and it could soon be in your living room.

The post Smart speakers are about to get an IQ bump thanks to new Qualcomm chips appeared first on Digital Trends.


Source: Digital trends

1234567891011121314151617181920212223242526272829303132333435363738394041424344454647484950515253545556575859606162636465666768697071727374757677787980818283848586878889909192939495969798991001011021031041051061071081091101111121131141151161171181191201211221231241251261271281291301311321331341351361371381391401411421431441451461471481491501511521531541551561571581591601611621631641651661671681691701711721731741751761771781791801811821831841851861871881891901911921931941951961971981992002012022032042052062072082092102112122132142152162172182192202212222232242252262272282292302312322332342352362372382392402412422432442452462472482492502512522532542552562572582592602612622632642652662672682692702712722732742752762772782792802812822832842852862872882892902912922932942952962972982993003013023033043053063073083093103113123133143153163173183193203213223233243253263273283293303313323333343353363373383393403413423433443453463473483493503513523533543553563573583593603613623633643653663673683693703713723733743753763773783793803813823833843853863873883893903913923933943953963973983994004014024034044054064074084094104114124134144154164174184194204214224234244254264274284294304314324334344354364374384394404414424434444454464474484494504514524534544554564574584594604614624634644654664674684694704714724734744754764774784794804814824834844854864874884894904914924934944954964974984995005015025035045055065075085095105115125135145155165175185195205215225235245255265275285295305315325335345355365375385395405415425435445455465475485495505515525535545555565575585595605615625635645655665675685695705715725735745755765775785795805815825835845855865875885895905915925935945955965975985996006016026036046056066076086096106116126136146156166176186196206216226236246256266276286296306316326336346356366376386396406416426436446456466476486496506516526536546556566576586596606616626636646656666676686696706716726736746756766776786796806816826836846856866876886896906916926936946956966976986997007017027037047057067077087097107117127137147157167177187197207217227237247257267277287297307317327337347357367377387397407417427437447457467477487497507517527537547557567577587597607617627637647657667677687697707717727737747757767777787797807817827837847857867877887897907917927937947957967977987998008018028038048058068078088098108118128138148158168178188198208218228238248258268278288298308318328338348358368378388398408418428438448458468478488498508518528538548558568578588598608618628638648658668678688698708718728738748758768778788798808818828838848858868878888898908918928938948958968978988999009019029039049059069079089099109119129139149159169179189199209219229239249259269279289299309319329339349359369379389399409419429439449459469479489499509519529539549559569579589599609619629639649659669679689699709719729739749759769779789799809819829839849859869879889899909919929939949959969979989991000100110021003100410051006100710081009101010111012101310141015101610171018101910201021102210231024102510261027102810291030103110321033103410351036103710381039104010411042104310441045104610471048104910501051105210531054105510561057105810591060106110621063106410651066106710681069107010711072107310741075107610771078107910801081108210831084108510861087108810891090109110921093109410951096109710981099110011011102110311041105110611071108110911101111111211131114111511161117111811191120112111221123112411251126112711281129113011311132113311341135113611371138113911401141114211431144114511461147114811491150115111521153115411551156115711581159116011611162116311641165116611671168116911701171117211731174117511761177117811791180118111821183118411851186118711881189119011911192119311941195119611971198119912001201120212031204120512061207120812091210121112121213121412151216121712181219122012211222122312241225122612271228122912301231123212331234123512361237123812391240124112421243124412451246124712481249125012511252125312541255125612571258125912601261126212631264126512661267126812691270127112721273127412751276127712781279128012811282128312841285128612871288128912901291129212931294129512961297129812991300130113021303130413051306130713081309131013111312131313141315131613171318131913201321132213231324132513261327132813291330133113321333133413351336133713381339134013411342134313441345134613471348134913501351135213531354135513561357135813591360136113621363136413651366136713681369137013711372137313741375137613771378137913801381138213831384138513861387138813891390139113921393139413951396139713981399140014011402140314041405140614071408140914101411141214131414141514161417141814191420142114221423142414251426142714281429143014311432143314341435143614371438143914401441144214431444144514461447144814491450145114521453145414551456145714581459146014611462146314641465146614671468146914701471147214731474147514761477147814791480148114821483148414851486148714881489149014911492149314941495149614971498149915001501150215031504150515061507150815091510151115121513151415151516151715181519152015211522152315241525152615271528152915301531153215331534153515361537153815391540154115421543154415451546154715481549155015511552155315541555155615571558155915601561156215631564156515661567156815691570157115721573157415751576157715781579158015811582158315841585158615871588158915901591159215931594159515961597159815991600160116021603160416051606160716081609161016111612161316141615161616171618161916201621162216231624162516261627162816291630163116321633163416351636163716381639164016411642164316441645164616471648164916501651165216531654165516561657165816591660166116621663166416651666166716681669167016711672167316741675167616771678167916801681168216831684168516861687168816891690169116921693169416951696169716981699170017011702170317041705170617071708170917101711171217131714171517161717171817191720172117221723172417251726172717281729173017311732173317341735173617371738173917401741174217431744174517461747174817491750175117521753175417551756175717581759176017611762176317641765176617671768176917701771177217731774177517761777177817791780178117821783178417851786178717881789179017911792179317941795179617971798179918001801180218031804180518061807180818091810181118121813181418151816181718181819182018211822182318241825182618271828182918301831183218331834183518361837183818391840184118421843184418451846184718481849185018511852185318541855185618571858185918601861186218631864186518661867186818691870187118721873187418751876187718781879188018811882188318841885188618871888188918901891189218931894189518961897189818991900190119021903190419051906190719081909191019111912191319141915191619171918191919201921192219231924192519261927192819291930193119321933193419351936193719381939194019411942194319441945194619471948194919501951195219531954195519561957195819591960196119621963196419651966196719681969197019711972197319741975197619771978197919801981198219831984198519861987198819891990199119921993199419951996199719981999200020012002200320042005200620072008200920102011201220132014201520162017201820192020202120222023202420252026202720282029203020312032203320342035203620372038203920402041204220432044204520462047204820492050205120522053205420552056205720582059206020612062206320642065206620672068206920702071207220732074207520762077207820792080208120822083208420852086208720882089209020912092209320942095209620972098209921002101210221032104210521062107210821092110211121122113211421152116211721182119212021212122212321242125212621272128212921302131213221332134213521362137213821392140214121422143214421452146214721482149215021512152215321542155215621572158215921602161216221632164216521662167216821692170217121722173217421752176217721782179218021812182218321842185218621872188218921902191219221932194219521962197219821992200220122022203220422052206220722082209221022112212221322142215221622172218221922202221222222232224222522262227222822292230223122322233223422352236223722382239224022412242224322442245224622472248224922502251225222532254225522562257225822592260226122622263226422652266226722682269227022712272227322742275227622772278227922802281228222832284228522862287228822892290229122922293229422952296229722982299230023012302230323042305230623072308230923102311231223132314231523162317231823192320232123222323232423252326232723282329233023312332233323342335233623372338233923402341234223432344234523462347234823492350235123522353235423552356235723582359236023612362236323642365236623672368236923702371237223732374237523762377237823792380238123822383238423852386238723882389239023912392239323942395239623972398239924002401240224032404240524062407240824092410241124122413241424152416241724182419242024212422242324242425242624272428242924302431243224332434243524362437243824392440244124422443244424452446244724482449245024512452245324542455245624572458245924602461246224632464246524662467246824692470247124722473247424752476247724782479248024812482248324842485248624872488248924902491249224932494249524962497249824992500250125022503250425052506250725082509251025112512251325142515251625172518251925202521252225232524252525262527252825292530253125322533253425352536253725382539254025412542254325442545254625472548254925502551255225532554255525562557255825592560256125622563256425652566256725682569257025712572257325742575257625772578257925802581258225832584258525862587258825892590259125922593259425952596259725982599260026012602260326042605260626072608260926102611261226132614261526162617261826192620262126222623262426252626262726282629263026312632263326342635263626372638263926402641264226432644264526462647264826492650265126522653265426552656265726582659266026612662266326642665266626672668266926702671267226732674267526762677267826792680268126822683268426852686268726882689269026912692269326942695269626972698269927002701270227032704270527062707270827092710271127122713271427152716271727182719272027212722272327242725272627272728272927302731273227332734273527362737273827392740274127422743274427452746274727482749275027512752275327542755275627572758275927602761276227632764276527662767276827692770277127722773277427752776277727782779278027812782278327842785278627872788278927902791279227932794279527962797279827992800280128022803280428052806280728082809281028112812281328142815281628172818281928202821282228232824282528262827282828292830283128322833283428352836283728382839284028412842284328442845284628472848284928502851285228532854285528562857285828592860286128622863286428652866286728682869287028712872287328742875287628772878287928802881288228832884288528862887288828892890289128922893289428952896289728982899290029012902290329042905290629072908290929102911291229132914291529162917291829192920292129222923292429252926292729282929293029312932293329342935293629372938293929402941294229432944294529462947294829492950295129522953295429552956295729582959296029612962296329642965296629672968296929702971297229732974297529762977297829792980298129822983298429852986298729882989299029912992299329942995299629972998299930003001300230033004300530063007300830093010301130123013301430153016301730183019302030213022302330243025302630273028302930303031303230333034303530363037303830393040304130423043304430453046304730483049305030513052305330543055305630573058305930603061306230633064306530663067306830693070307130723073307430753076307730783079308030813082308330843085308630873088308930903091309230933094309530963097309830993100310131023103310431053106310731083109311031113112311331143115311631173118311931203121312231233124312531263127312831293130313131323133313431353136313731383139314031413142314331443145314631473148314931503151315231533154315531563157315831593160316131623163316431653166316731683169317031713172317331743175317631773178317931803181318231833184318531863187318831893190319131923193319431953196319731983199320032013202320332043205320632073208320932103211321232133214321532163217321832193220322132223223322432253226322732283229323032313232323332343235323632373238323932403241324232433244324532463247324832493250325132523253325432553256325732583259326032613262326332643265326632673268326932703271327232733274327532763277327832793280328132823283328432853286328732883289329032913292329332943295329632973298329933003301330233033304330533063307330833093310331133123313331433153316331733183319332033213322332333243325332633273328332933303331333233333334333533363337333833393340334133423343334433453346334733483349335033513352335333543355335633573358335933603361336233633364336533663367336833693370337133723373337433753376337733783379338033813382338333843385338633873388338933903391339233933394339533963397339833993400340134023403340434053406340734083409341034113412341334143415341634173418341934203421342234233424342534263427342834293430343134323433343434353436343734383439344034413442344334443445344634473448344934503451345234533454345534563457345834593460346134623463346434653466346734683469347034713472347334743475347634773478347934803481348234833484348534863487348834893490349134923493349434953496349734983499350035013502350335043505350635073508350935103511351235133514351535163517351835193520352135223523352435253526352735283529353035313532353335343535353635373538353935403541354235433544354535463547354835493550355135523553355435553556355735583559356035613562356335643565356635673568356935703571357235733574357535763577357835793580358135823583358435853586358735883589359035913592359335943595359635973598359936003601360236033604360536063607360836093610361136123613361436153616361736183619362036213622362336243625362636273628362936303631363236333634363536363637363836393640364136423643364436453646364736483649365036513652365336543655365636573658365936603661366236633664366536663667366836693670367136723673367436753676367736783679368036813682368336843685368636873688368936903691369236933694369536963697369836993700370137023703370437053706370737083709371037113712371337143715371637173718371937203721372237233724372537263727372837293730373137323733373437353736373737383739374037413742374337443745374637473748374937503751375237533754375537563757375837593760376137623763376437653766376737683769377037713772377337743775377637773778377937803781378237833784378537863787378837893790379137923793379437953796379737983799380038013802380338043805380638073808380938103811381238133814381538163817381838193820382138223823382438253826382738283829383038313832383338343835383638373838383938403841384238433844384538463847384838493850385138523853385438553856385738583859386038613862386338643865386638673868386938703871387238733874387538763877387838793880388138823883388438853886388738883889389038913892389338943895389638973898389939003901390239033904390539063907390839093910391139123913391439153916391739183919392039213922392339243925392639273928392939303931393239333934393539363937393839393940394139423943394439453946394739483949395039513952395339543955395639573958395939603961396239633964396539663967396839693970397139723973397439753976397739783979398039813982398339843985398639873988398939903991399239933994399539963997399839994000400140024003400440054006400740084009401040114012401340144015401640174018401940204021402240234024402540264027402840294030403140324033403440354036403740384039404040414042404340444045404640474048404940504051405240534054405540564057405840594060406140624063406440654066406740684069407040714072407340744075407640774078407940804081408240834084408540864087408840894090409140924093409440954096409740984099410041014102410341044105410641074108410941104111411241134114411541164117411841194120412141224123412441254126412741284129413041314132413341344135413641374138413941404141414241434144414541464147414841494150415141524153415441554156415741584159416041614162416341644165416641674168416941704171417241734174417541764177417841794180418141824183418441854186418741884189419041914192419341944195419641974198419942004201420242034204420542064207420842094210421142124213421442154216421742184219422042214222422342244225422642274228422942304231423242334234423542364237423842394240424142424243424442454246424742484249425042514252425342544255425642574258425942604261426242634264426542664267426842694270427142724273427442754276427742784279428042814282428342844285428642874288428942904291429242934294429542964297429842994300430143024303430443054306430743084309431043114312431343144315431643174318431943204321432243234324432543264327432843294330433143324333433443354336433743384339434043414342434343444345434643474348434943504351435243534354435543564357435843594360436143624363436443654366436743684369437043714372437343744375437643774378437943804381438243834384438543864387438843894390439143924393439443954396439743984399440044014402440344044405440644074408440944104411441244134414441544164417441844194420442144224423442444254426442744284429443044314432443344344435443644374438443944404441444244434444444544464447444844494450445144524453445444554456445744584459446044614462446344644465446644674468446944704471447244734474447544764477447844794480448144824483448444854486448744884489449044914492449344944495449644974498449945004501450245034504450545064507450845094510451145124513451445154516451745184519452045214522452345244525452645274528452945304531453245334534453545364537453845394540454145424543454445454546454745484549455045514552455345544555455645574558455945604561456245634564456545664567456845694570457145724573457445754576457745784579458045814582458345844585458645874588458945904591459245934594459545964597459845994600460146024603460446054606460746084609461046114612461346144615461646174618461946204621462246234624462546264627462846294630463146324633463446354636463746384639464046414642464346444645464646474648464946504651465246534654465546564657465846594660466146624663466446654666466746684669467046714672467346744675467646774678467946804681468246834684468546864687468846894690469146924693469446954696469746984699470047014702470347044705470647074708470947104711471247134714471547164717471847194720472147224723472447254726472747284729473047314732473347344735473647374738473947404741474247434744474547464747474847494750475147524753475447554756475747584759476047614762476347644765476647674768476947704771477247734774477547764777477847794780478147824783478447854786478747884789479047914792479347944795479647974798479948004801480248034804480548064807480848094810481148124813