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Social Media for Customer Interaction

Written By: langdon on September 8, 2009 No Comment

Social Media  & Speech Recognition – IM+ to support Speech Recognition for Twitter & IM

Unlike some people, I love Twitter – follow me. Thing is, just about every time I get a chance to tweet, I can’t. Maybe my hands are covered in grease; maybe I just don’t want to come home from a long day of blogging and have to squeeze my thoughts into 140 characters with my iPhone’s made-for-babies keyboard.

Voice recognition Twitter apps are intriguing, but none of the major Twitter clients have it yet (as far as I know), and I’m just not hardcore enough to drop money on any apps that might offer voice-tweeting as its sole functionality. Fortunately, an already worthwhile app has come along and solved all my problems via upgrade.

IM+, is a pretty decent instant messaging app (which supports AIM, Yahoo, Twitter, Skype Chat, Facebook, Google Talk, Yahoo, and more), has just submitted a build which packs Voice Recognition for Twitter and IM as one of its major features. It’s not quite up yet, but I was fortunate enough to get a pre-release copy from my ex-boss that now works at Microsoft.

While we’ll have to wait to see if we’ll give the Voice Recognition the Seal of Approval, it doesn’t seem to stumble over my cousin’s mild accent. It seems to rely on a server to do the crunching, which introduces two caveats: it’s a bit slow, and it’s not free. That said, it’s only .99c a month – and if that means I can tweet without slathering my iPhone in grease, it might be worth it.

The future :

“100,000 years ago, humans started to speak so they could free up their hands. Is it going to happen again? I’d love to get rid of my keyboard…”

I wrote this sentence on Twitter, and got many comments back about how people hate interactive voice response (IVR) systems and speech recognition and how others can’t wait for the day that the technology improves.

In some […Click headline to read more!]

Written By: langdon on April 30, 2008 No Comment

Have you thought about leveraging the power of instant messaging as a customer interaction channel?

YellowPages.ca built an interactive instant messaging BOT that ran on MSN IM that allowed customers to search for a business within the the social environment of MSN IM that leveraged the power of instant messaging as a customer interaction channel.

Advantages:

Growing number of mobile devices have MSN IM embedded
YP.CA search via MSM IM on a mobile device is alternative to using mobile browser.
Customer does not need to leave their social network to make a search
Search results can be shared with the customer’s to social network.
Customers may interact through instant messaging to retrieve information
Natural language processing intelligent agent to answer free-form requests
“Always only a click away” presence on IM buddy list
Pre-configured with prototypical “individual finder” and “business finder” capability
Business Directory Assistance by Name, City, Province or Business Finder Search by category […Click headline to read more]

Written By: langdon on September 28, 2007 3 Comments

As consumers integrate social media into their everyday lives, they want to augment their experience by accessing media from different platforms, specifically mobile phones and TVs. The most popular activity on the mobile phone remains direct media sharing, such as sending photos to friends. Secondary media sharing, such as visiting photo and video-sharing sites or social networks, is popular as well. Most of the large sites, including MySpace , Facebook, and YouTube , have mobile versions, optimized for viewing on a mobile phone. Mobile phones, especially smart-phones, are becoming much more media-friendly as well, offering larger screens for better viewing, more convenient input methods, and cheaper data plans. […Click headline to read more!]

Written By: langdon on July 23, 2003 No Comment

AOL has launched their AOL Yellow Pages instant messenger buddy [… Click Headline to read more]

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