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4 Things that make people feel good about using chatbots

A recent study identified four factors that predict user satisfaction with customer service chatbots. The study also found that a positive chatbot experience was associated with customer loyalty, highlighting the potential importance of the findings to corporate brands.

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A recent study identified four factors that predict user satisfaction with customer service chatbots. The study also found that a positive chatbot experience was associated with customer loyalty, highlighting the potential importance of the findings to corporate brands.

“Chatbots that use artificial intelligence to address customer needs are already in widespread use, and are expected to become even more common over the next few years,” says Yang Cheng, corresponding author of the study and an assistant professor of communication at North Carolina State University. “We wanted to know how these chatbots are affecting the user experience and how they affect the way consumers feel about brands.”

For this study, researchers conducted a survey of 1,064 consumers in the US who had used a chatbot from at least one of the 30 US brands with the most highly regarded chatbot services. These brands represent industries ranging from fashion to food to software.

The researchers found there were four attributes that positively predicted user satisfaction with a chatbot.

1. The most powerful predictor was convenience.

Cheng says: “If people thought chatbots were fast and efficient, they were more likely to be satisfied. I can sympathize with those people – I hate talking to customer service and being transferred from one person to another.”

2. Focus on iInformation.

It matters if the chatbot provided information that was useful and relevant to the user.

3. Entertainment counts.

It also matters if interacting with the chatbot was pleasant or fun.

4. Social presence.

Lastly, if the chatbot made users feel like they were interacting with an intelligent being, they are more prone to using chatbots.

But one factor was associated with reduced customer satisfaction: perceived privacy risk.

Specifically, if users felt that the information they were sharing with the chatbot could be misused, they were more likely to report being dissatisfied with the chatbot service.

“Companies need to pay attention to these results as they invest in AI-driven chatbot services,” Cheng says. “Because we also found that a customer’s satisfaction with their chatbot experience was associated with the customer’s loyalty toward the relevant brand. This really highlights the importance of taking steps to protect consumer data – and ensuring that chatbot services are convenient, fun and helpful.”

The paper, “How Do AI-driven Chatbots Impact User Experience? Examining Gratifications, Perceived Privacy Risk, Satisfaction, Loyalty, and Continued Use,” appears in the Journal of Broadcasting & Electronic Media. The paper was co-authored by Hua Jiang of Syracuse University.

Tech & Innovation

Dell Hybrid Client delivers increased flexibility to employees and IT

As the world’s first client computing software with hybrid cloud management, enabling easy access to applications and data regardless of where they live – in the public cloud, private cloud or on the user’s device.

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Dell Technologies unveiled Dell Hybrid Client to meet the changing needs of businesses, end users and IT. Dell Hybrid Client is a centrally managed client software solution that is ready to deploy with select Dell mobile and desktop devices, helping employees get to work quickly with a consistent experience. As the world’s first client computing software with hybrid cloud management, enabling easy access to applications and data regardless of where they live – in the public cloud, private cloud or on the user’s device. 

In an increasingly cloud connected world, organizations need to easily deploy and maintain data and applications from a variety of locations without burdening IT teams or hindering employee productivity. Dell Hybrid Client simplifies and personalizes the user and IT experience while still providing security and flexibility across devices and work environments. Features like built-in everyday productivity applications, browser security, and others are available out-of-the-box and managed through the cloud empowering employees to work how and where is best for them. 

“At the core of Dell Hybrid Client sits an elevated experience for both employees and IT teams,” said Brooke Huling, vice president, Modern Computing Solutions Group, Dell Technologies. “For employees, Dell Hybrid Client delivers the same, personalized experience regardless of the device you chose to work on. Everything you need is at your fingertips. For IT, we’ve opened access to multiple clouds enabling experiences to be scaled and customized for workforces at rapid pace.” 

“Our recent study on remote work readiness revealed that employees across APJ had difficulties accessing internal company resources while working from home,” said Jean-Guillaume Pons, vice president, Client Solutions Group, Asia Pacific, Japan and Greater China, Dell Technologies. “Today, as APJ organizations continue scaling their technologies to help employees remain engaged and productive, it is important to ensure employees can easily access the applications and data they need, without compromising security. Dell Hybrid Client can help both organizations and employees, regardless of working locations and the devices they use.“

“Dell Hybrid Client has the potential to be a game-changing offering,” said Rob Enderle, President and Principal Analyst, Enderle Group. “The new work from anywhere environment coupled with the need to support virtual, local and cloud apps means we’re approaching a window of opportunity for a new client computing solution. Dell has the breadth and reach to drive such a shift in the industry.” 

How it works

Dell Hybrid Client begins with single sign-on where users will find their personalized desktop interface and all their applications, whether in the cloud or virtual. This first-of-its-kind solution provides: 

  • Security at every touchpoint: Securely scale to thousands of users while still protecting employee and company data through built-in features including system lockdown, secure boot, user file encryption and more. 
  • Simplified Workflow: Your workday doesn’t need to be interrupted as users have secure access to web and virtual applications from Citrix, VMware and Microsoft and various storage locations.
  • Optimized Productivity: Zoom or Microsoft Teams clients run locally, enabling faster collaboration while helping reduce strain on IT infrastructures. 
  • Consistent Experience: With an enhanced “Follow-me” feature, users will find their applications and data on any supported desktop interface – even after changing devices. 
  • Flexibility in Cloud Providers: Organizations can embrace a more flexible mindset by supporting and seamlessly integrating from Wyse Management Suite’s multiple cloud vendors including, Google Cloud and Microsoft Azure.
  • Comprehensive Software Support: With ProSupport, Dell Hybrid Client users receive proactive resolution. With automatic alerts and case creation, remote diagnosis and access to ProSupport engineers, employees can experience little to no downtime and IT can proactively support business needs. 

Dell Hybrid Client is currently available across a variety of desktop, VDI and mobile form factors – including the OptiPlex 7090 Ultra, OptiPlex 3090 Ultra, Wyse 5070 and the new Latitude 3320.  

The latest Dell Hybrid Client is available on 3/26. 

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Tech & Innovation

4 Productivity tips for a partially remote workforce

As COVID-19 continues to batter the world, so the way things are done continues to change. Nowhere is this more apparent than in running businesses.

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As COVID-19 continues to batter the world, so the way things are done continues to change. Nowhere is this more apparent than in running businesses.

For a New York City area remote workforce IT consultant, there are productivity tips that can be applied with the changes, e.g. when dealing with a partially remote workforce. These tips focus on remote-first IT solutions.

“As businesses reopen, many will implement a hybrid workplace model, with a mixture of in-office and remote employees,” stated Jennifer Mazzanti, CEO, eMazzanti Technologies. And so below are a few excerpts from the article, “4 Productivity Tips for a Partially Remote Workforce.”

1. Focus on Remote-first IT Solutions

“Companies that take a remote-first approach implement solutions that provide a great experience for both in-house and remote workers. For instance, using video conferencing for every meeting helps to ensure engagement from all participants.”

2. Uncover the Benefits of a Virtual Desktop

“In a virtual desktop environment, the operating system, applications, and data live on a central server, either on premises or in the cloud. Administrators create preconfigured images of the applications and operating system, tailored to each end user.”

3. Remember Endpoint Security Basics

“While virtual desktops centralize many important security functions, endpoint security remains an important factor with remote work. Any device that connects to the network presents a possible access point for hackers.”

4. Trusted IT Partner

Seek help from IT people to navigate the challenges and opportunities of a hybrid workforce – e.g. from comprehensive cyber security to cloud computing and network management. If possible, tailor systems to specific business needs.

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Strategies

6 Simple tips to refresh your online privacy

Here are six simple steps that you can take in order to get some of your privacy back from social media and apps.

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Photo by Jakob Owens from Unsplash.com

Avast, a global player in digital security and privacy products, is calling on all online users to take back their privacy across their digital lifestyle.

“It’s important to not be apathetic when it comes to online privacy and to regularly look at how you can stay in control over your privacy and the personal data you share online, including on social media and apps that many of us use every day,” said Shane McNamee, Chief Privacy Officer at Avast.

On February 4, it will be 16 years since Facebook launched and while it wasn’t the first social network, it has changed how willingly we are to share personal data about ourselves online. Platforms like Facebook and Google have developed complex advertising networks which rely on personal data for targeted advertising, which can seem ever-present at times. However, there are ways you can take back some control and limit the access that websites, social media platforms, and apps have to your personal data. You have more control than you think when it comes to deciding who can see your data and what they are allowed to do with it.

Here are six simple steps that you can take in order to get some of your privacy back from social media and apps.

1. Manage advertising

You can restrict what data advertisers use to target you on different social media platforms. Have a good look through your privacy and advertising settings and make sure you remove interests that the platform can use to target you, which you can do, for example, on Facebook and Twitter. Where possible, toggle off or remove any personal data that can also be used for ad targeting. You can also limit tracking and ad targeting by these platforms based on your browsing off social media, such as by turning off ‘Off-Twitter Activity’ on Twitter and removing ‘Ads Shown off of Facebook’ on Facebook.

2. Turn off location tracking

Location tracking and history, even location metadata in your photos, can allow social media platforms and apps to track and catalogue your precise locations and then serve you personalised ads. A good privacy-protecting move is to turn off your Location Services on your phone for all social media apps and your camera. If you have an iPhone, you can find this in Settings, Privacy, then Location Services. On Android, go to Settings, then Location to turn off Location Sharing, Location History and adjust location access for apps.

3. Don’t log in

On certain social media platforms, like Twitter and TikTok, you don’t need to log in to view content. By choosing not to log in, it takes away a really big amount of data that they could potentially collect, such as your user journey through the network, including content you search and engage with, and ads you click.

4. Revoke app and game permissions

If you’re like most people, you’ve probably signed into other apps and websites with your Facebook or Google login details. While this is super convenient, it also gives those sites access to your data and gives the platform you use to log in more information about you. Through your Facebook settings you can revoke permissions or you can choose what data the apps and games you still use have access to. Similarly, you can manage third-party access to your Google account through your security settings.

5. Don’t click on ads

Many social media platforms and apps track not only which ads you click on but also how long you spend looking at them or swiping through them. If you don’t want social media platforms or apps to have information about your interests, then get in the habit of really ignoring ads all together and don’t use the Shop feature you can find in Instagram and on Google, for example. If you see something that you like, you can search for it via your browser whilst using a VPN which makes it harder for third-parties to track your online activities.

6. Create a burner email address

If you’re going to truly take back some of your privacy, you can start from square one by creating a burner email address. A burner email — which is an email address that you only use for specific things and that isn’t linked to you elsewhere — makes it much more difficult for companies to track you. You can easily create one for free on Gmail, but just be sure not to link it to your main account. Even better, use a different email service than the one you usually use, so you don’t accidentally link them up.

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