Topic: Pypestream Digital Labs

Automation and the “New Normal”

Automation and the “New Normal”

The coronavirus pandemic may dramatically shift the way we live and work. How will automation factor into our new normal post-pandemic? Here are three distinct areas predicted to be impacted. One: Agriculture Recent examples of agricultural plants closing have brought...

Five Ingredients for Successful NLU

Five Ingredients for Successful NLU

Too many businesses have implemented AI “pilots to nowhere”. Many lack a comprehensive approach to natural language understanding (NLU). And with customer-facing AI, customer experience is just too important to deliver only half solutions. So what are the key...

Why Consumers Prefer Messaging

Why Consumers Prefer Messaging

60% of consumers say that their go-to channel for simple customer support inquiries is a digital self-service tool, and not all self-service channels are created equal. Interactive voice response (IVR) is the automated voice you hear when calling a contact center....

Shira Rubinoff: Episode 17 Forward Focused

Shira Rubinoff: Episode 17 Forward Focused

Evan Kohn Welcome to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Shira Rubinoff. Shira is President of...

Shep Hyken: Forward Focused Episode 16

Shep Hyken: Forward Focused Episode 16

Evan Kohn Welcome to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Shep Hyken.  Shep is a Customer Service and...

Jeanne Bliss: Forward Focused Episode 14

Jeanne Bliss: Forward Focused Episode 14

Evan Kohn Welcome to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Jeanne Bliss. Jeanne Bliss is the Founder...

Blake Morgan: Forward Focused Episode 13

Blake Morgan: Forward Focused Episode 13

Evan Kohn Welcome to “Forward Focused” brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Blake Morgan. Blake is a Customer...

Built for Scale: Conversational Analytics

Built for Scale: Conversational Analytics

What types of KPIs do enterprises set when deploying conversational AI for customer service? Claudio: Enterprises set two types of goals. So, it's breaking down really in the experience and then more like the bottom line cost reduction for the businesses. So, when the...

The Value of Design Thinking

The Value of Design Thinking

Design thinking is human-centered at its core. The idea fundamentally recognizes that design should achieve purpose and business goals, not just beauty. This shift in approach is in large part a response to the increasing complexity of modern business and modern...

Tony Saldanha: Forward Focused Episode 12

Tony Saldanha: Forward Focused Episode 12

Evan Kohn Welcome back listeners to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Tony Saldanha. Tony is the...

Scarlett Sieber: Forward Focused Episode 11

Scarlett Sieber: Forward Focused Episode 11

Donna Peeples Welcome listeners to Forward Focused brought to you today by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Donna Peeples from Pypestream and I’m here today talking with Scarlett...