AI Will Change the Customer Experience: A Look 5 Years Forward.

Five years from now we’re just going to ask Siri, Alexa, and company to do it. All. Our smartphone apps will primarily become behind-the-scenes gateways to what we want instead of being the user interface they are today. It’s already happening. While enjoying lunch at a New Hampshire restaurant I leaned forward toward my phone, which was on the table, and spoke “Hey Siri, how long will it take me to get home?” (New York City.) Siri replied “the traffic to home is light, so I’m estimating 4hrs and 29 minutes via I-84 west.“ No touching the phone, no launching […]

Private Jet Charter Chatbot “Air Charter Amy”

In late summer 2017 we launched Air Charter Amy. A first-effort chatbot that helped us understand conversation flow and the user experience. Voice bots are the future and we have since moved on to an AI-powered, fully conversational successor. Rules-based bots like Amy continue have a role in the chatbot landscape. If you are considering one you may find our experience building Amy to be informative and helpful. Better early than late. Blue Nile, the jewelry website, was founded in 1999 when ecommerce was a new and pretty crude experience. Today it’s the #1 jewelry site. For chatbots and A.I. […]

Jumping The Curve

Jumping The Curve In Twelve things I learned from Steve Jobs, Guy Kawasaki talks about jumping the curve. The curve is being in the right place at the right time. In 2017, the right place and time is artificial intelligence. Using consultants or analytics to determine KPIs will soon be replaced by AI figuring it out and adapting business processes on the fly. So we are jumping the curve, shuttering Scormi-the-app, and starting work on a virtual agent for a different vertical. That said, it was an enlightening exercise… In 2016 we built a customer service analytics proof of concept application. That […]