In Context

The next-generation communications blog from Nexmo

Category: Chat App

The Customer Interface Is Conversational. It’s Time to Engage.

November 9, 2017 Published by // // //

Every business in the digital age contends with the challenges of effectively communicating with its customers across all the available—and proliferating—channels. They must continually integrate new channels into existing communication experiences or succumb to a fragmented customer experience with low engagement. The ideal customer experience allows customers to interact on the channel of their choice, […]
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For Customer Service Chatbots, Promise Is Ahead of Performance

October 27, 2017 Published by // // //

Effortless interaction between humans and computers, so smooth that the humans don’t even realize they’re conversing with a machine. That’s the promise of chatbots. And yet, the reality today is rather less impressive. While some will tell you that chatbots are going to change how you do business, there’s a good chance that today’s chatbots […]
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Developer Tooling for AI Bots: Where Are We?

October 25, 2017 Published by // //

The developer tooling for bots makes certain aspects of building one painful. And the deployment process after it’s built has its own challenges. I spoke with senior bot developers from Microsoft, Opearlo, and The Bot Platform about the current state of bot tools and deployments. Watch the video of our conversation here, or scroll below […]
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Bots and AI: Voice vs. Text for Your AI Bot Interface

September 21, 2017 Published by // // // // //

How do you decide whether your AI bot should be a chatbot or a voice bot? The context of the use case is an important factor of course, but should it be the deciding factor or should you make both channels available to users? Microsoft Technical Evangelist Martin Beeby, CEO/Co-Founder of The Bot Platform Syd Lawrence, […]
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Bots and AI: Bot Messaging vs. Push Notifications vs. SMS

September 14, 2017 Published by // // // //

With so many channels available to deliver messages to users these days—SMS, email, push notifications, and so on—where does bot messaging fit in? And how different from the other channels is it really from a tech standpoint? CEO/Co-Founder of The Bot Platform Syd Lawrence and Microsoft Technical Evangelist Martin Beeby shared their viewpoints in a […]
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3 Tactics to Make Your Contact Center Millennial-friendly

June 6, 2017 Published by // // // // //

Have you heard? Voice is the hot new thing. We speak to machines with the same ease as when we’re conversing with humans. Yet something curious is happening: people are making fewer voice calls. In 2014, a Gallup poll found that 68% of American 18- to 29-year-olds—the oft-maligned, yet frequently exalted Millennials—had used text messaging a […]
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AI Powered Chatbots Augment the Future of Customer Service

April 14, 2017 Published by // //

Fully cognitive artificial intelligence (AI) is not here yet, but something that feels like it is here now and already helping businesses create better customer experiences. That something is AI powered chatbots. This was one of the key takeaways from an April 13 VentureBeat webinar titled Customer Support: Unleash Your Superpowers with AI. Stewart Rogers, VentureBeat […]
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Nexmo Powers Innovative Ride-Hailing Chatbot

April 3, 2017 Published by // // //

What happens when the clever builders at Vonage Garage get a hold of the Nexmo Platform? Innovation, that’s what. Case in point: Tzahi Efrati, Senior Director of Innovation at Vonage, used the Nexmo SMS API, the Google Geocoding API, API.AI, and our virtual numbers to develop a conversational ride-hailing application with a chatbot interface (a “cab bot” if […]
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Harness the Power of Contextual Communication for Better Customer Experiences

March 8, 2017 Published by // // // //

A buzz has developed around the concepts of contextual communication and omnichannel communication in the business world and for good reason.  These concepts can have a powerful impact on a critical, yet too often failing, aspect of any business: customer experience.  The state of customer service today, for example, is broken. Long hold times, generic […]
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