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 [...]

Some questions for customer service and customer experience managers to think about… What if: your agents could follow the right process, just as you had designed it? your agents didn’t have to ALT_TAB through 15 applications on their desktop? your agents didn’t have to use Post-it notes or index cards or refer to training manuals? [...]

We’ve just finished the annual KANA Summits and, as usual, I’m full of new ideas and insights. One of the more interesting aha moments came unexpectedly during Chris Perfetti’s presentation on User Interface Design (UID). Chris talked about defining a simple, clear and actionable usability plan that includes quick feedback sessions and regular reviews of [...]

I recently sat next to a first-class contact center agent, watching her struggle gamely to make her knowledge base deliver useful content. Her heroic efforts to overcome search engine stupidity triggered the KANA KM crew to inventory all the common ways we’ve seen that Agents compensate for the weakness, poor tuning and insufficiencies of their [...]