Pablo Supkay’s stories
Businesses should follow these best practices in order to successfully deploy a virtual assistant.

There is no substitute for experience when it comes to learning best practices, especially in an area of innovation like intelligent virtual assistants. For new technologies, trial and error is often the only way to figure out what works and what doesn’t. A partner with experience deploying enterprise virtual assistants can help shortcut the process […]

Consumer need for instant gratification, proliferation of mobile devices, increase in conversational speech capabilities, social media and rising operational costs drive adoption of virtual assistants.

Virtual assistants are rapidly gaining traction in both consumer and enterprise markets. A recent report from Tractica forecasts that unique active consumer virtual assistant users will grow from 390 million in 2015 to 1.8 billion worldwide by the end of 2021 – increasing the market revenue from $1.6 billion to roughly $15.8 billion!   Why […]

Virtual assistants can improve business functions and the customer experience.

Expectations of virtual assistants can be unrealistic, as they are often shaped by the make-believe world we see in science fiction movies (think Blade Runner and The Terminator). As a result, we often seek fictional virtual assistants that can reason and sense emotion and understand our questions and be good listeners and solve our problems. […]

With the recent acquisition of TouchCommerce, Nuance now offers an omni-channel customer engagement solution that intelligently integrates industry-leading self-service capabilities with assisted-service to drive sales and brand loyalty in a cost-effective manner.

With the recent acquisition of TouchCommerce, Nuance now offers an omni-channel customer engagement solution that intelligently integrates industry-leading self-service capabilities with assisted-service to drive sales and brand loyalty in a cost-effective manner. TouchCommerce CEO Bernard Louvat says Nuance virtual assistant is integrated with TouchCommerce live chat offering to provide superior omni-channel engagement. But why is […]

Virtual assistants bring quick and consistent service, so it’s no wonder they are on so many enterprise wish lists this year.

As I looked over my daughter’s Santa list this week, I found myself wondering why she wants some of these toys. Is it because other kids want them or because she saw them in a commercial and they looked “cool” or does she, in fact, have a deeper understanding about what they offer and the […]

In the game of customer experience, virtual assistants can provide help navigating complicated company websites.

We’re fresh into the NBA season and we’ve already been reminded of how important a good assist is. On November 13th, Oklahoma City’s Russell Westbrook handed out an NBA-high of 17 assists, making him the first player since the early 1970s to achieve more than 120 assists in only four games. Assists are a smart, […]

With the right vision, robust data and proper expectations on how big data value is unlocked, data-driven customer service companies can reap huge benefits.

Over the past five years, the drum beat of discussion around big data has been incessant. As a result, the business community is now largely convinced that we MUST leverage big data or risk irrelevance in the data-driven future. While that may be true, “keeping up with the Joneses” is not a valid reason to […]

Digital innovations and connected conversations can create slam dunk customer service experiences.

The slam dunk is one of a few plays in sports that has the power to make you an instant fan. It may only count for two points on the scoreboard, but it hits fans at an emotional level as well. It puts such an emphasis on the score that it can shift momentum and […]

Successful, intelligent customer service means creating an aligned and integrated experience across the customer journey.

Customers increasingly expect an experience that is connected and consistent across all the interactions they have with your brand.  Cross-channel customer engagement was a great start in delivering a more consistent, intelligent customer service experience. But, the next challenge is cross journey. Touch points in the customer journey are owned by different teams within an […]