I shop online a lot. In fact, before I wrote this article, I spent a good hour browsing around some of my favorite online shops. It’s research! Although I seem to have no trouble spending more than enough money on these sites, I started thinking about what my ideal online shopping experience would look like. [...]

I recently struck up a conversation with some folks in the restaurant business. As we talked about the various aspects of running a restaurant, from the long hours to the impossible-to-satisfy patrons, the owner mentioned that one of the most important things he had learned from his years in the business was about the front [...]

Over the last few weeks, a screenshot of an iPhone Siri conversation has been circulating the internet: This scenario has definitely been worth a few laughs online, but it also highlights how we still have a long way to go in the field of natural language processing. Decades of work have produced numerous highly touted [...]

A friend of mine recently found himself in the middle of a terrible customer service experience. He’s a systems engineer and two of the servers he was supporting had failed with the same error. The production system was down, and the client was looking for a quick resolution. He immediately called the customer support line [...]