Food for Thought

Customer Support

5 Tips for Information Technology to Better Manage the Customer Experience

To help improve your IT service desk’s customer experience, there are five tips to consider in assessing and delivering a more appropriate level of IT support:

Know and catalog significant and commonly occurring service requests as “service encounters.” 

“Your IT service desk should be able to describe what it does day-in, day-out without even thinking about it. But what about in the language of, and from the perspective of, the customer? What are the most commonly asked for and undertaken services? And are they actually viewed as services for customers or are they just a series of tasks/activities that are undertaken until it’s time to go home? A better customer experience starts with a change in approach and mindset – looking from the outside-in, rather than from the inside-out, with your service encounters built around the customer rather than the service provider,” said Sarah Lahav, CEO, SysAid.

Separate each encounter into its (1) before, (2) during, and (3) after stages, and identify where any of the common six “moments of truth” (MOTs) exist.  

“These six MOTs are customer touch points in the first contact, greet, use, thank you or exit, last contact, and next contact. So, if you consider an end-user issue with a networked printer, the various MOTs in this example will include:
o The incident submission, perhaps via a self-service portal as a “before” interaction.
o Your requests for more information from, and updates on progress to, the end user will likely be part of the “during” stage.
o A personal callback, to check that the issue has been resolved, and the sending of a customer satisfaction survey are part of the “after” stage,” said Lahav.

Discover any other key interactions you know to greatly influence the end-user’s or customer’s emotions, e.g. what makes them happy or angry.

“These are likely to be additional MOTs. This could include the end user contacting the service desk “out-of-hours,” most likely just before they leave the office for the day, for an update – via the self-service portal, telephone, email, chat, or walk-up channels,” said Lahav. “If you think about how this happens with your service desk now – is it a consistent experience? And, does the end user receive a good customer experience?”

Within any encounter and stage, and for each moment of truth, know whether you have a suitable feedback mechanism in place. 

“IT service desk customer satisfaction surveys rarely measure the customer experience. They are also often designed, and distributed, in a way such that end-user response rates are low – usually at 10% or less. To understand the customer experience, there also needs to be greater granularity and a focus on the things that matter most to the end user. Plus, surveys need to be kept simple! The best customer experience gathering mechanisms start with a binary “Are you happy or not?” yes-or-no styled prompt and then seek further, optional, information beyond this. For instance, digging into the reasons as to why there was a poor experience,” said Lahav.

If unsatisfactory, ask what can be done to eliminate, or mitigate, any issues to improve matters. 

“In addition to the low response rates to traditional IT service desk customer satisfaction questionnaires, there is also often neglect to follow up (on both good and bad feedback, because of both offer opportunities for improvement). Which in turn drives the apathy end users might have towards your feedback mechanism (with this being in addition to surveys being too complex/time-consuming for them to complete). So, ensure that you proactively use the feedback information received from end users to make positive changes in how the service desk works and, ultimately, to the customer experience it delivers,” said Lahav.

Finally, these five tips won’t work if enacted alone. Instead, they need to be worked on in unison, ideally as part of an ongoing program or activity to better know, and manage, the customer experience as part of a continuous improvement initiative.

Source: Biz Report

Blockchain Technology and Industrial Revolutions

Many people think that blockchain is all associated with monetary transactions and cryptocurrency [It’s a subset only of Blockchain tech applications] and this is the biggest myth currently Blockchain technology is facing. We have already made a few posts on various parts explaining the Blockchain technology. Blockchain technology can increase the efficiency, speed, and transparency of entire industry-specific projects. The most positive effect of everything from basic to advance, all is stored in the blockchain repository.

In industrial revolutions, first of all, we should understand the industrial revolution that is taking place all around us and the types of it. We know that currently, the fourth industrial revolution is going on and before it, we have seen the 3 major changes/types in industrial development. What is special about this Fourth Industrial Revolution and other revolutions that have been in effect already?

Emma Whitner Florida

Emma Whitner Florida

The Past Industrial Revolutions
The First & foremost Industrial Revolution was considered in the late 18th century and termed as a startup movement towards industrialization, i.e. a decent shift from domestic production to a factory-based production. The Second Industrial Revolution held in the 20th century where applied industrialization was employed to
big corporations.
The Third Industrial Revolution which is in recent times i.e. 21st century saw the digitization of the manufacturing processes for the industries which were established as a result of earlier revolutions.
Today we are in the age of the Fourth Industrial Revolution and we should welcome it because it’s connecting the technologists, industrialists, venture capitalists, entrepreneurs, and even marketers all together! Yes, it’s in the intersection of five latest technologies called: Nanotechnology, Blockchain, AI & robotics, IoT, and biotechnology. The ultimate goal of using these technologies is to transform the way of manufacturing, simplifying the business operations, connecting the businesses for a great outcome and achieving the business goals in a productive way.
As this post is specific to Blockchain technology, we are now going to discuss the benefits of it.
(1) Digital Currency Management- The blockchain technology showing its impact on different industries including the financial market with its super first advanced application called Bitcoin. Bitcoin is a mode of digital payment and nothing but a form of digital currency called cryptocurrency [Encryption enabled for security] as well. This can be used in the place of physical money for the businesses. And the underlying technology behind the success of cryptocurrencies is called the Blockchain. There are so many digital currencies are in trade these days and here is a list you can check and go through it. List of Digital Currencies
(2) Cybersecurity- Creating a keyless security system to enable more privacy and strong protection against the theft is very crucial in today’s scenario and at present so many companies are working on this feature. A lot of devices have been configured with and will be done more in the near future. One of the decentralized authentication system REMME works on Blockchain technology where data is decentralized [Not stored on one central server, & shared to nodes on the network] which aims to replace logins and passwords with SSL certificates stored on a blockchain.
(3) Healthcare Revolution- Blockchain has changed the entire healthcare system with more firm records and ability to access them whenever it requires. The best example can be understood as storing the disease outbreak data into a blockchain [Which acts as a never-ending, permanent database], that staying reliability will increase the effectiveness at the time of disaster relief and response.
(4) Hotel Reviews and rating system- This is one of the best examples of Blockchain technology in a real-time world. This facility will help hotel management a lot and create a great place for actual customer centric permanent feedback. This will generate more scope of income for the writers too.
(5) In Manufacturing and Industrial revolution: Blockchain technology has everything at one place i.e. a record keeping, security, decentralized or distributive power that makes it easily available to the staff, or any user in the loop, transparency, and accessibility. The manufacturing sector is improving with Blockchain technology. India’s biggest corporation, Reliance Industries, has said that it is developing a blockchain-based supply chain logistics platform along with its own cryptocurrency, Jiocoin. Further, in the same niche, blockchain can be revolutionary in logistics, tracking and tracing on a real-time basis. There exists GPS but this technology enhances the analytical power along with the existing technology to optimize the cost.
(6) Eliminating the mediator’s role: We’ve seen and come across so many applications, or services that take help of a third party and we know that there is an additional cost associated whenever a third party is involved. The blockchain is getting this removed using a trusted transaction between the users.
(7) In Automation: As many people think Blockchain is only a digital currency system, we can have a further scope of bursting this myth by understanding with an example of self-driving cars. These automated cars can use blockchain technology to keep a permanent record of tracks, obstacles, machine learning on driving behaviors and more! Self-driving cars, sometimes referred to as autonomous vehicles, function by using complicated machine learning algorithms to ensure the safety and security of the car & its commuters. These algorithms go through millions of hours meaningful user driving data and patterns matching which are further used to make driving decisions. As a fact, self-directed vehicles would need to handle all their events – such as an ability to pay for their fuel cost, parking and other general functions such as stopping by a customer’s call & more. This creates an outstanding opportunity for blockchains as they can help with the development of self-driving vehicles in pooling data and also for a machine to machine payment processing.
The opportunity with Blockchain technology implementation is huge & endless. This has been a self-motivating for the technologists and its stockholders. Also, so many businesses, enterprises, technology honchos have started investing in it and a lot of industries are adopting this future technology into their business operations.
We at Kedjja specialize in developing the future world technology solutions that can help your business grow with this competitive market. Our skills in Blockchain consultancy & development, data analysis, IoT and artificial intelligence etc can demonstrate helpful solutions for your business.
Source: Emma Whitner
Artificial Intelligence And Technology Emma Whitner

AI & Blockchain Technology- Learn the impact of combining these two Tech Solutions!

We have written so many posts on the impact of AI, IoT, and Blockchain individually. Now we will see the most in demand and disruptive technology combination called the AI & the Blockchain technology. Artificial Intelligence is not a technology at first place, rather it’s great to say it a concept that makes the idea of making humans more connected to the machines in a way that the machine behaves like if they are the humans and taking in charge of their jobs. So many people even technologists are in conflict with the idea that AI will kill so many jobs and will become more powerful in the coming years to fight with humans i.e. they think of a parallel world to the world of humans. Also, this is a great time to break the current blockchain cryptocurrency myth as too many people even from the technology world think that it’s only concerned with digital currency segment. Let’s break the trend in this post and understand it in that way.

rtificial intelligence offers innovation and a unique way of doing things with precision and perfection.
If AI is a unique way of doing things, the Blockchain technology is the building block on which AI systems can be made more robust, secured and of course timely in record accessing no matter how old the data is requested. The blockchain is actually a new file system for digital credentials, which saves data in an encrypted, distributed ledger format. As data is encrypted and distributed over several computers, it allows the creation of hacking-proof, highly robust databases which can be read and refreshed only by those who have permissions to do that.
Mixing AI & Blockchain Purposefully
The fundamental goal of blockchain technology is to keep all the records updated as per the request, all its processing, and all the authentication whereas the Artificial Intelligence helps in decision making through cognitive science, neural networks including machine learning, assessing, and going to help in simplifying the autonomous interaction. Blockchain and AI will make sure that there will be a free flow integration in the near future. Here are some of the important characteristics listed below:
Data Availability to All:
With enhancement made in the field of AI technology, it relies on the availability of data from the n number of sources. But, organizations like Amazon, Google, social media giant Facebook etc. have a large number of sources of data collection which can prove to be beneficial for a lot of AI processes, this data is not available to people in the market and these organizations utilize their own to speed-up their ads, insights and business intelligence.
With blockchain technology, you can easily handle this case by executing the concept of an end to end connection. Since it is an open, distributed ledger, the data can be easily fetched by anyone on the node in the network. Thus there will be a new evolution of free data or data for all. We at Kedjja, are implementing one such blockchain & AI based application for the hotel staff management and hence it will be a great way to find the staff in case of availability & more! If you want to know how it will work and further an implementation for your hotel/restaurant business, please contact us!
Blockchain & AI in the Big Data Management
Scaling of data matters a lot in the business analytics & intelligence. Let us discuss a case where we have collected tons of data and now we want to scale it for the business or business analytics. We are assuming that the data we have collected is around 1 ZB. There is one subset in artificial intelligence known as strong AI or artificial general intelligence that will perform this job via autonomous or self-learning agents also known as chatbots. These are trained to utilize that data in a physical environment & as a database storage media, blockchain technology can be used as it’s decentralized, distributed, secured, & can also store tons of data within.
Source: Emma Whitner
Kedjja Chatbot Solutions

The trending topics in artificial intelligence



Artificial intelligence is getting more popular among the developers, industry experts, and analytics and it’s becoming one of the greatest choices among the venture capitalists too. What made it so interesting and of course the trending as well? Obviously, the disruptive power of AI that has made all this possible and industrialists are keen to discover the most of it. A recent news just broke the Internet in AI segment that the MIT college is going to invest around 1 billion in Artificial Intelligence.  We will discuss the hot topics that one can study for his research or technology point of view. The below-mentioned areas are considered the best in studying AI science & technology.

A few advantages of mastering into NLG can be thought as speed & scaling the process of content writing as with NLG, you can create & generate thousands of unique stories in a fraction of the time as compared to writing them manually. For example, the process of writing tons of product descriptions is time taking and costly too so what should be done to save the cost and time?  With natural language generation, the roster specifics for each unique product in a catalog can be restyled into a unique, keyword-rich writing. So many marketing tools have been designed to do so and it’s the fundamentals when someone says automated marketing process. Also, NLG provides personalization in scaling the data & hence creating improved customer communication and experience with your company.

Speech Recognition: You are well familiar with Google apps & using the microphone while searching the records or queries. It’s all about the speech recognition through inbuilt libraries & pattern matching via creating strings to generate the desired output for a search. The human voice is first transcribed and then transformed into a format useful for running the computer applications. As per wikipedia, “Speech recognition is the inter-disciplinary sub-field of computational linguistics that develops methodologies and technologies that enables the recognition and translation of spoken” In AI, it uses either speech recognition via acoustic model i.e. taking audio recordings of speech, and their text transcripts, & using software program to create statistical representations of the sounds that frame each word. Then It is used by an AI speech recognition engine to recognize speech etc while Language Model uses many natural language processing apps and the speech recognition engine tries to understand the properties of a language, & to predict the next word in a speech sequence that particular language uses grammatically.

Natural Language Generation: Generating text from the machine input or computer data is in demand for all types of automated responses. Presently they are the most in demand in customer support services, automated report creation, and in summarizing the business intelligence through insights.

Virtual Agents: They are better known as the chatbots and are the most in-demand AI software programs for the businesses as they are making the business more reliable and easy as they handle the customers through automation. They offer the best solution to a problem a customer is dealing with. The mode of their operation is either an FAQ chat/textual or a voice-based response for a choice that customer has selected. To understand how a chatbot can assist a business, please go through the diagram as mentioned:

Machine Learning Platforms: It’s all about providing algorithmic approach to have work from a machine such as a robot is cleaning a room, seeding & harvesting a crop, or making a pizza etc, APIs as an addon to operate in an advanced and scaled environment, development and training toolkits with embedded software etc, data, as well as computing power to design, train, and deploy prototypes into applications, processes,via data science, cognitive & neural networks. It’s currently being used in a wide range of enterprise applications, mostly `involving prediction or classification & also available for people from the big players like Google, Amazon, Apple & more!.

AI chip or Artificial Intelligence optimized Hardware: Do you know? Artificial intelligence is coming to your smartphone these days. Yes! The iPhone X has a Neural Engine as part of its A11 Bionic chip; the Huawei Kiri 970 chip has what’s called a Neural Processing Unit or NPU on it, and the Pixel 2 has a secret AI-powered imaging chip that just got activated 🙂 Let’s talk about “Van Neumann’s bottleneck” issue that causing the computer to heat-up and running, getting slower altogether. How you will deal with this type of universal problem? Obviously, you will suggest improving the hardware resources but to what extent? Nowadays, the Graphics processing units (GPU) and components are specially designed and structured to optimally run AI-oriented computational work. The best optimized, ; a promising solution for the VNB is to keep the processing unit & data at the same place and nothing had to be a move that is swapping or transferring of data around and hence the amount of heat production gets reduced thus consumption of minimum energy. After all, this is how our brains work i.e. we don’t have different parts for processing and data storage as computers do; everything happens at our neurons.

Robotic Process Automation: We are also working on such a project that uses a combination of technologies such as AI, Blockchain & IoT. The idea of robotic process automation is completely based on machine learning, decision making, storage, and computation. It uses scripts and other methods to automate human action to support efficient business processes. Currently, it’s being used where things are too expensive or inefficient for humans to execute the tasks or the processes.

Text Analytics and NLP: Originally, the Natural language processing or NLP is a subset of computer science, and artificial intelligence is connected with the NLP in interactions between computers or machines and human languages. The goal is to make the human speech recognized by the computer in a way that it can respond back with the exact outcome. In AI, NLP plays a great role as most of the time it helps the machine to take the decision and respond back so that further actions can be taken by the user to achieve the goals. The Natural language processing (NLP) uses and supports text semantics by facilitating the understanding of sentence structure and meaning, feeling, expressions, and through NLG & machine learning methods.


How Facebook AI & its chatbot will make humans more connected?

We all know that Facebook is leading the market and it has got the highest number of users worldwide. The recent audience report suggests that Facebook has over 2 Billion active monthly users worldwide and they are increasing rapidly.

A question arises that what’s the main specialty that Facebook has ever got and why it’s leading all the way? So many social media channels are in existence and even industry specifics too but people are more connected to Facebook.
Our analysis and study suggest that Facebook is doing a lot of checks and balances to attract the audiences and also doing the in-depth analysis on user insights that what kind of posts a user likes a lot and what kind of content he loves to see and view in his/her timeline. Facebook has its own inbuilt search engine that lets the user search and explore the subject from the top content sharing or root information resources.
Apart from this, the FB social media channel provides timely users specific personalized and customizable videos which are too personal for any of its member. FB offers interactive features like FB live and storytelling which stands it alone in the competitive market.
Its business part is more impressive as it offers a lot of features through which any business can create its brand and capture the market locally or globally all the way via targeting the ads to get more.
Facebook’s growth in the last half decade has been stoked by the developing world. The company has constantly optimized its app for cheap Android smartphones and low-bandwidth connections even for low data consumption optimization is done to gain the most of the user presence all the time. It’s added 746 million users in the Asian continent and the rest of world region since connecting 1 billion users total. While it only added 41 million in the U.S. and Canada.
Now as artificial intelligence has disrupted almost every big brand and business, how FB could not have gained the best out of it? Yes, AI has transformed the way businesses interact with their customers through their FB support system. Almost every business which has a great market share and offering online services has configured or installed the artificial intelligence enabled smart bot or chatbot into their support.
The incorporation of a chatbot support into the business makes the most personalized experience for an FB user and probably this is one of the most possible reasons why Facebook chatbot is making humans more connected.
Facebook is advancing its field of machine intelligence and are creating new technologies to give people better ways to communicate. In short, to solve customer problems using advanced AI algorithms. Facebook uses Big data
Facebook’s AI research team director Yann LeCun says
“We have incredible people in FAIR who are making significant progress in AI, but to really move the bar it’s equally as important to be outward focused. To push the envelope, push the science and technology forward, we must be actively engaged with the research community. We publish a lot of things we do, distribute a lot of code on open-source, and engage deeply with academia to drive the progress.”
AI — the swift term for systems that learn from the available data, hunts for the more if needed and work on big data processing, make decisions using deep learning and improve without human intervention — is one of the future technologies which is being proposed by the tech honchos such as Google, Amazon and Microsoft, IBM for the enterprise level disruptive solutions. Google CEO Sundar Pichai in January called Artificial Intelligence as one of the most important things that humanity is working on and it’s more profound than electricity or fire need in our life.
While Facebook’s AI marathon has implemented automated voice assistants, like Amazon’s Alexa, or robotics or self-driving cars, the FB network has dedicated its full strength to its own system improvement and analyzing the images, videos and text. Facebook’s powerful AI engine also performs some extraordinary and advanced tasks such as facial recognition, language parsing and translation, finding of unwanted and censored or insecure content, user behaviour such as commenting the same text to multiple places, spam filtering via user actions such as doing comments with some “keywords” that FB considered in red flag and more.
Most of the people might be thinking that Facebook does this using its Pixel code which is a myth only. FB only tracks users behavior with their Pixel and it’s a kind of an outdoor activity and no AI involved in that at all. While, FB when scales its ad and user insights for a particular campaign, it uses its AI engine and find a match from there and that’s what makes it different and unique platform from the all the existing.
Incorporating AI enabled chatbot by the businesses also make it more powerful as they train the chatbot for the response a user can try and get the necessary information via interaction. It helps the businesses to save the cost by hiring a physical assistant for all the time. The current world is all about instant action and the prompt service by the chatbot what makes it more personally connected.
Kedjja Artificial Intelligence and IoT solutions

What Happens When Artificial Intelligence, Blockchain Technology, and IoT Meet?

We all know that the 21’st century is considered technically the most advanced and phenomenal when it comes to the problem-solving paradigm. The current in demand trends is for Blockchain, IoT and artificial intelligence world. The history of artificial intelligence was started from machine learning, neural network and more importantly the applied cognitive science. We all have heard about computing power and the hardware resources in a central processing unit of a computer or technically a machine. The arithmetic logic unit works as a predefined set of operations with the binary operator, logical operator, arithmetic operators and more where all types of mathematical operations take place.
These have been outdated phenomenon and have been obsolete [hidden, yet impressive]when it comes to the latest advancement in logic & decision making through machine learning via cognitive and voice-based output generation in human pitch to make an illusion if it’s a chatbot or a real person. How has this been so doable for the technologists? Obviously through the sequential learning and steady growth in the field of product development. The artificial intelligence is a superset of machine learning and machine learning is of deep learning. It has been possible through in-depth analysis and successive analysis & assessment of any problem that generated more complex computing. However, apart from computing, there exists a pack of data handling needs and they are well known to the world. Yes, they are system performance, system optimization at the same time, the speed of computation, security, and validation of the data, robustness, and database distribution for fast computation i.e. decentralized database, cost reduction through automation and performance amplification.
Some of the data handling portions as mentioned above have been covered through artificial intelligence such as decision making through cognitive science, best case, average case and worst case analysis and output delivery via best pattern match on a real-time basis.
Now we are going to introduce Blockchain in the AI world. Well, as mentioned, a lot of decision-based results and output can be achieved if the AI enabled computation power is used. What if we are provided a completely decentralized, crypto enabled secured, high performance, speedy and permanent database in the form of the ever existing ledger? Yes, we are talking about Blockchain where a sequence of activities is stored as a verified and committed log on a shared network.
This world would never be so technically advanced if proper research and development would have not been done in the field of artificial intelligence, Blockchain, and the Internet of Things.
As the use of technology has increased, there has been an ever-growing need for the storage of data. This is where Cloud storage and technology evolved and today has become an integral part of our life. We can see a lot of cloud-based web services and their applications. Everything is on the go and can be accessed from anywhere. Also, the technology used in driverless cars, smart devices such as smart watches, etc is something around and going forward a lot of research is either due or happening at an exponential rate. This is where IoT and Artificial Intelligence comes into action. The connections and the operations governed by these technologies need to be really fast and phenomenally secure. This brings us to the need of blockchain.
What and why do we need Blockchain:
The blockchain is redefining how trusted business operations should work. All of us know that the internet by itself is very susceptible to fraud & always a possibility of a security breach. Blockchain, however, seems to be a capable solution to these problems. It also ensures that there isn’t any loophole while accessing it with a combination of Artificial Intelligence and the Internet of Things. IoT networks are almost the public networks and it is pointless to specify how exposed public networks they are. Blockchain can incarnate here and help protect the networks by creating straight and permanent indexed records. The design of blockchains is such that it is almost difficult to hack or tamper/change data and take control of systems. Thus going further, blockchains will be the answer to provide the most secure network to any database that needs to maintain confidential data.
Source: Kedjja AI & Blockchain Consultants