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freehe
freehe
4/30/2017 6:48:57 PM
User Rank
Platinum
Reboot Router
"We build that model in order to detect which customers had a high probability of calling us with a problem. As it turns out, when you study the data about what the resolutions to these problems are, often the first step that the rep takes is that they ask the customer to reboot their modem. What we realized is that we can reboot modems remotely.

What we saw was that this resulted in a reduction of customer care calls for a cohort of about 37 percent over the next month, and it resulted in a reduction in actual dispatches to those customer sites of I think about 30 percent."



Yes this is so true. I have Comcast and in many instance they ask me to reboot the router which frustrates me as a customer because I just want the problem fixed. I am not paying a monthly fee to self diagnose,  I'm paying the company to diagnose the problem. Please reboot remotely and stop asking customers to reboot your router that customers pay for. Sigh.

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freehe
freehe
4/30/2017 6:44:44 PM
User Rank
Platinum
AI Meaning
"It's being used now as a marketing phrase, as opposed to a technical phrase, so it does incorporate a lot of things. Traditionally, I think AI was a term that was used to identify models, or programs, that could do things that made it seem like it was acting in a human way, things that we traditionally viewed as human, things that only a human could do, like facial recognition or voice recognition."

I totally agree. I took an AI course in college and that is how it was defined.

"Now, I think it's a much broader term that encompasses anything having to do with automation, and automating things that humans traditionally have done. I think, for purposes of the examples here, that I'm going to talk about use cases. That might be a better way to think about AI."

The latter definition I just consider using the term automation or automated technology. The two are not the same.

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Michelle
Michelle
4/30/2017 5:20:02 PM
User Rank
Platinum
Re: Power of AI
Ha!! I haven't seen that on any tip jars myself. 

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JohnBarnes
JohnBarnes
4/30/2017 5:12:11 PM
User Rank
Platinum
Re: Power of AI
Favorite sign seen on several tip jars:

IF YOU FEAR CHANGE, LEAVE IT HERE.

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Michelle
Michelle
4/30/2017 4:45:09 PM
User Rank
Platinum
Re: Power of AI
It's amazing the trouble people will go through just to avoid change. 

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dlr5288
dlr5288
4/30/2017 3:57:47 PM
User Rank
Platinum
Re: Power of AI
Exactly and I agree! People will stick with something even a service they don't like just because they don't feel like going through the trouble of switching companies..

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JohnBarnes
JohnBarnes
4/29/2017 2:01:19 PM
User Rank
Platinum
Re: Power of AI
Michelle,

Well, to some large extent, that is what artificial intelligence is: the ability to export habits and routines so that other entities can learn them without having to train/practice on them. One of the great strengths of self-driving cars will be that your car's driving algorithm, if it has to cope with an icy street in front of a school where kids are slipping as they cross, instead of having to take a best guess for the first time and then try again for maybe 100 times in the rest of its existence, will be able to instantly recall and apply the experience of every driving algorithm that ever had that situation (and without getting PTSD or misremembering out of pride!)

Unfortunately that ability to save a working subroutine pretty much defines "learning", so exactly the same thing that makes us able to create a world with banking, driving, infomercials, and heart surgery is the one that makes it hard to stop going to the same barber even though for years every haircut has been accompanied with the question "Will I look more like Curly, Larry, or Moe this time?"

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Michelle
Michelle
4/29/2017 11:22:12 AM
User Rank
Platinum
Re: Power of AI
Habits and routines rule. I read something once about the reasons people stay with a bank even though they detest it. Switching is hard when everything is tied to that account, people don't want to go through the trouble. There's also the issue of making the change itself. Why bother?

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JohnBarnes
JohnBarnes
4/29/2017 1:09:09 AM
User Rank
Platinum
Re: Power of AI
"So we need customers who are dumb enough to stay loyal while they're unsatisfied."

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afwriter
afwriter
4/29/2017 12:18:41 AM
User Rank
Platinum
Re: Power of AI
I just read something the other day that went something like. "Customer satisfaction isn't worth anything, customer loyalty is what makes money."

 

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