Chatbot Ada adds tools to seamlessly upgrade conversations to human agents

Ada, the AI-based chatbot that allows enterprises to use bots to communicate across websites and social channels, has added Ada Glass to its features. Ada Glass integrates with partners like Zendesk and Nuance so chatbot conversations can be seamlessly upgraded to conversations with human agents, without disruption in the conversation for the end-user.

From the release: “CX leaders across industries are investing in AI-powered chatbots to improve the customer experience. However, without considering how automation blends with live agent support, the value of the investment is not maximized,” said Mike Murchison, CEO and co-founder of Ada. “The strategic approach we have taken to build Ada Glass with a one-of-a-kind handoff ensures a completely effortless experience for both the agent and the customer.”

Link: BusinessWire 

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IBM Watson releases AI-enabled conversational ad builder

IBM has launched Watson Ads Builder, a platform using Natural Language Processing that enables marketers who are building ads using conversational marketing. IBM Watson Ads Builder comes with Pre-trained Industry Content Kits a Easy Edit Mode for quick dialogue customization, an Advanced Edit Mode for conversation enrichment and Content Auto-Discovery features.

From the release: “Consumer expectations are shifting, and people expect the ability to communicate with brands on demand,” said Jeremy Hlavacek, Head of Revenue for IBM Watson Advertising. “Watson Ads Builder can change where, when and how brands connect with consumers — helping marketers increase loyalty and purchase consideration.”

Link: Marketing Land

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Pegasystems acquires platform for unified customer communications

In The Chat, an enterprise-grade digital customer service platform provider that unifies text messaging, social media, live chat, email, messengers, and chatbots, has been acquired by Pegasystems. ITC’s platform will be integrated with Pega’s AI-powered customer engagement solutions, providing clients a seamless way to connect with customers.

From the release: “In The Chat’s technology and the talented employees behind it will bring valuable new capabilities to our customer engagement solutions,” said Kerim Akgonul, SVP of products, Pegasystems. “We look forward to debuting the new solution at PegaWorld this year.”

Link: Pega News

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Google Assistant updated with better natural language tools, driving mode

Google Assistant, an AI-enabled personal assistant, has been updated with natural language tools. The new technology called Google Duplex enables Google Assistant to process complex sentences, fast speech, and long remarks, so it can respond naturally in a phone conversation. Driving Mode is a voice-forward dashboard putting navigation, messaging, calling and media at the forefront. Lastly, Continued Conversation enables several requests in a row without having to say “Hey Google” each time.

From the release: For a digital assistant to be helpful, it needs to understand the people, places and events that are important to you. In the coming months, the Assistant will be able to better understand references to all of these through Personal References. For example, after you’ve told the Assistant which contact is ‘mom,’ you’ll be able to ask for things more naturally like, ‘What’s the weather like at mom’s house this weekend?’ or, ‘Remind me to order flowers a week before my sister’s birthday.’ You always have control over your personal information, and can add, edit or remove details from the “You” tab in Assistant settings at any time,” wrote Manuel Bronstein, vice president of product, Google Assistant, wrote on the Google Blog.

Link: Google Blog

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Zoovu launches self-serve conversational marketing platform

Conversational marketing platform Zoovu has launched a new interface, offering an AI-powered, self-service digital assistant. The new offering provides over 200 bespoke templates, each with unique layouts, designs and conversational flows, empowering brands to create an entirely customized digital assistant.

From the release: “Self-service technology options are an increasingly-growing ask amongst our customers, and we’re helping to revolutionize this market as it relates to brands’ digital assistant deployment efforts,” said Rob Mullen, chief executive officer, Zoovu. “We’re in the business of helping brands create more relatable, conversational touchpoints with consumers, and our platform only enhances this effort. From Fortune 500 enterprises to SMBs with limited marketing budgets, the new Zoovu interface provides the opportunity for digital assistants to be an attainable asset for all brands regardless of size, industry or target audience.”

Link: BusinessWire

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