Radish Blog

To Bot or Not to Bot

I recently conducted a Radish seminar at SpeechTEK 2019 entitled, Marry Visuals With Bots for Twice the Customer Experience. It highlighted how Radish’s ChoiceView® solution allows bots, as well as live agents, to engage with customers using both voice and visuals. You can see what I’m talking about in this phonebot video.

It was an interesting experience for me, especially since I had been on the conversational AI sidelines for 18 months and felt like Rip Van Winkle waking up to see how close call centers are to actually “crossing the chasm.” Becoming more efficient has long been in play for contact centers. We’ve all collectively suffered through a mind-numbing barrage of bad call center technology. This year’s SpeechTEK conference confirmed that conversational AI is fast emerging, and when combined with visual engagement technology, can open up many new possibilities. Contact centers find themselves at the precipice of achieving the heretofore mutually exclusive goal of becoming more efficient and more effective at engaging consumers, and by no small order of magnitude.

As I networked, presented, and attended the various sessions, the affirmations were fast and furious that with ChoiceView, Radish has the perfect technology to complement this impending explosion. Whether it’s implemented directly in a contact center or built into another vendor’s technology platform, ChoiceView offers a significant increase in engagement power! ChoiceView is financially accessible, technically elegant (i.e., easy on your IT resources), and can seamlessly complement whatever existing or planned contact center infrastructure and/or features are in play.

The last point SpeechTEK drove home for me (as I was jolted awake from my long Van Winkle slumber) was the fact that the experts are predicting the death of mobile apps as we know them. It should be comforting to any organization that ChoiceView is well positioned to mitigate the need for a big fat, expensive, and often times ineffective separate mobile app strategy. ChoiceView can enable the best possible mobile web experience and do away with the challenges of building an app, getting it downloaded and then actually having it used on a regular basis. Importantly, with ChoiceView, first-time customers can engage with your contact center visually in the middle of a “voice only” conversation with very little effort needed on their part. In addition, being an Amazon Connect partner now means Radish Systems offers a virtually risk-free road-map for organizations to take their first meaningful steps toward conversational AI and a 3-dimensional experience facilitated by an intelligent and well-trained bot.

So thank you, SpeechTEK, for confirming that the question is no longer, “To Bot or not to Bot!” The question is how? And that a ChoiceView enhanced 3-D experience is readily available and on the best possible road map to get there. Whether your organization deploys a bot or a live agent or some combination of the two, whether it be a mobile app, web app, or website, ChoiceView can seamlessly add the powerful value of visual engagement to create a three dimensional experience.

Victor Morrison, Business Development Director

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From Candlestick Phones to Phonebots!

Most of us never used a candlestick phone, but nowdays use phonebots more than we know. So, what’s a phonebot, anyhow? It’s a software robot that can do many things. A typical phonebot responds to a caller’s voice and prompts, such as “Press 2 for Customer Service.”

Phonebots are the voices of most IVRs (Interactive Voice Response) systems. It’s well known that most callers don’t like voice-only IVRs. Some are so frustrated that they demand a human voice instead of navigating endless voice menus. Some callers abandon companies with “bad” voice-only IVRs.

But Radish’s ChoiceView phonebots are smarter! ChoiceView uses AI (artificial intelligence) and integrates visual information for fast, smart, natural responses. ChoiceView Phonebots work on top of any IVR system installed in a contact center. They’re unique, especially because they’re ‘voice with visuals’ and overcome caller frustrations with“Now I see what you’re talking about!”  Learn more https://youtu.be/FCFGZLp7qOE

 

 

 

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Try Visuals with Amazon Connect!

Radish seeks customers for a controlled introduction of ChoiceView on Amazon Connect. Please help us evaluate how adding visuals can improve ordinary phone communications! Studies show that calls are resolved 4x to 5x faster with visuals and people understand 6x better when both seeing and hearing information.

ChoiceView provides a very simple way to add multimedia capabilities to the voice-only Amazon Connect platform for IVRs, phonebots, and live agents — just include the ChoiceView lambda function in a contact flow. The resulting contact flow uses all of the AI, natural language processing and Lex capabilities inherent in Amazon Connect, plus provides visual menus, visual interactive forms, and visual responses along with the voice. Callers simply make a phone call as usual and see visuals in a browser. There’s no mobile app required, so it works with first-time callers. Since it’s an ordinary phone call, it’s totally compatible with the phone network and business phone systems. The result is an extremely powerful and cost-effective way for companies to better serve callers in many market segments.

NOTE: Customers participating in this controlled introduction will receive a substantial discount on the ChoiceView implementation and will be able to offer a state-of-the-art customer experience to their callers. Learn more and see ChoiceView in action.

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Radish’s ChoiceView named Best Healthcare IVR

Radish Systems is pleased to announce that its ChoiceView® platform has been awarded the Best 2018 Healthcare IVR Technology by the Global Health & Pharma Technology Awards. Radish is a leader in “voice with visuals” mobile enterprise communications.

Read more: https://www.radishsystems.com/wp-content/uploads/Media-Release-Best-Healthcare-IVR-Technology.pdf

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Radish Announces New Leadership Team as Szczurek named Colorado State CIO

Ken Jensen appointed Radish Systems Acting CEO -Dr. Theresa Szczurek now CIO for State of Colorado

We congratulate Dr. Theresa Szczurek, Co-Founder of Radish Systems, who has resigned as CEO to take the Colorado Chief Information Officer (CIO) position in newly elected Governor Jared Polis’ cabinet.  Starting January 9th, Szczurek will lead over 900 statewide staff to drive information technology solutions and support state agencies with missions critical to “Serving people serving Colorado.”

While Radish will miss Theresa, a strong leadership team spearheads Radish’s successful innovation and expansion. In addition to CEO Ken Jensen, Dr. Richard Davis continues as Co-Founder and Chief Technology Officer (CTO), while Pamela DeBellis ascends to Chief Operating Officer (COO) from her position as Director of Customer Care. Dr. Ida Halasz remains Director of Marketing and Research.

Chief Executive Officer Jensen states, “I am excited about the future of Radish. These changes involve great people who provide new opportunities for Radish as we move forward.” Jensen brings over 30 years of management and leadership experience in a variety of sectors and positions, including COO of a software company. He has a strong record of spearheading change, increasing revenue, and improving employee productivity and morale. He has created and implemented unique marketing strategies to solidify strong customer relationships.

Media release: https://www.radishsystems.com/wp-content/uploads/Media-Release-Radish-Leadership-Transition.pdf

 

 

 

 

 

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