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  You’ve probably heard about the term   Conversational AI , but you’re wondering what it is exactly? And more importantly how it can help you and your business in day to day life? First, let’s begin with the term Conversational AI. It’s a technology that is used for automated messaging and speech-enabled applications that offer human-like interactions between computers and humans. Conversational refers to the conversation between an application and a human. AI stands for Artificial Intelligence, which is used to help understand human language. How is Conversational AI used? Conversational AI   is often used in customer support and customer support automation. For example, if you offer live chat on your website you can get a lot of requests and conversations from customers. Live chat helps you to improve customer satisfaction and to get new leads but it can be very time consuming. That’s where Conversational AI comes into play. With Conversational AI you’re actually autom...

  Customer support automation   is a hot topic. It saves your business time and money by automating conversations with customers, while still providing a great customer experience. How customer support automation works and how it uses smart technology like   NLP and intents   is explained in this article. NLP stands for Natural Language Processing. It’s a technology that is used for analyzing human language, either spoken or written. Every sentence is analyzed and scored using Artificial Intelligence and statistical models. These models use previ o us sentences as a reference and look at the probability that a new sentence is pretty much the same. Let me give you an example. In the database we have the sentence:  “I want to know the status of my order”. The intent of this sentence is order_status and a chatbot can reply to this. If a new sentence comes in that we don’t have in our database, the model calculates the probability that the intent of that new sentenc...

  Chatbots are on the rise and here to help make lives of people and businesses easier. Especially in customer support, chatbots are often used to help answer customer inquiries. However, chatbots are not always as good as we hope them to be. Frustrating and rigid question/answer flows ruin the customer experience and are hurting your brand reputation. Setting up a chatbot can also become very expensive and time consuming.  This article helps you to understand the different chatbot degrees for customer support and what pitfalls to be aware of when implementing a chatbot in your customer support. What chatbot degrees are there for customer support? When looking at chatbot and customer support automation , there are two axes you have to look at. The first axis is the degree of humanity in the conversation. On the far left you have chatbots that are very much decision tree driven with simple questions and answers. On the far right you have chatbots that understand human language ...

As a small business owner, you’re working hard to grow your business. Good customer service is key to the success of your company. You’re providing help and support to your beloved customers by e.g. phone or email, but it’s time consuming and repetitive work. Customer service software can make your life easier and helps you grow your business. Here are 3 tips to select the best customer service software for your business.  Tip 1: One inbox for all your channels Customers want to connect with you via their preferred communication channel. One wants to send you an email, another wants to connect with you via live chat and another one wants to do that via Facebook Messenger. If you want to provide really good customer service, you go for a multi channel approach and offer as many customer service channels as possible. However, managing 5 or more different communication channels can be very challenging. Good customer service software helps you manage multiple customer service channels ...

As a restaurant owner, there are many digital technologies to choose from for demand creation and order taking. Instore, you see more and more self-ordering kiosks and ordering apps. Especially in quick service restaurants, self-ordering kiosks are helpful to lower waiting times and to increase customer experience.  For delivery, a restaurant can choose from the many food delivery platforms like UberEats, GrubHub and Postmates. These delivery platforms are very convenient to reach new potential customers but food delivery platforms are also expensive and charge high commission fees. Often, a restaurant also has an ordering ability on its website, creating revenue and data from customers.  All these separate channels can differ heavily in terms of experience. Things like menu items and pricing easily differ from channel to channel. As a restaurant, is there a way to combine channels? Yes, there is and it’s called a chatbot. A chatbot works via messaging platforms like Face...

Bezorg platformen zoals Thuisbezorgd of UberEats kunnen restaurants veel omzet opleveren. Het is een makkelijke manier voor een restaurant om snel en veel potentiële klanten te bereiken zonder daar al te veel voor te doen. Echter hoor je ook steeds meer negatieve geluiden uit de horeca. Een continue terugkerend probleem zijn de stijgende commissies, op dit moment is dat 13% per order. Je betaalt deze commissie voor iedere order, ook van klanten die zeer regelmatig bij het restaurant bestellen. Wat wellicht nog een groter probleem kan vormen is het gebrek aan data dat een restaurant ontvangt over zijn klanten. Door het gebrek aan data is het voor restaurants heel lastig om te verbeteren, de feedback loop ontbreekt namelijk. Daarnaast kan een restaurant geen relatie met die klant opbouwen zoals we dat wel kunnen in bijvoorbeeld eCommerce. Iets wat essentieel is in de tijd dat concurrentie moordend kan zijn. Technologie als alternatief voor Thuisbezorgd Zijn er  alternatieven voo...

Ordering apps can help to boost sales for your restaurant. Some claim that  ordering apps  can boost it up to 20% of your revenue. But what is an ordering app, why should you use it for your restaurant and what to consider when selecting the best ordering app? This article will explain you all you need to know about ordering apps for restaurants. What is an ordering app? An ordering app or  order app  is a way to let guests of your restaurant order and pay themselves. They don’t have to wait to get the menu, place an order or to pay the bill, it is simply handled by the ordering app. Ordering apps are there in many forms and shapes. Some ordering apps needs to be downloaded before you can use them, others work as a web app. At Table Duck we’ve pushed it even further by letting guests order via messaging apps like Facebook Messenger or WhatsApp. In this case there is no need to download anything because it makes use of existing messaging apps. A chatbot handles...