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Why Machine Learning Can Improve Customer Service
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Re: Human touch
  • 5/31/2017 9:33:52 AM
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I find in some cases that opinions can vary depending on how the conversation is being held.  Some people are very passive face to face but more open via written communication where they feel they can express themselves better.  Other people you don't really know how they feel until they are face to face with you unloading their thoughts.  Communication styles are vary individualized so I don't see SMS or chat bots destroying our communication skills especially if we see them as a tool for gathering information not as a form of relationship building in a human sense. 

Re: Human touch
  • 5/30/2017 2:15:02 PM
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Achieving balance is key in all circumstances. The problem that I see is that we have a tendency to approach every choice as an either/or scenario, not taking into account that the circumstances dictate when one is best over the other. The concern of young people establishing texting as the preferable mode of communication is that they have not developed conversational skills and habits yet.

Re: Human touch
  • 5/30/2017 1:55:11 PM
NO RATINGS

I think everything has its time and place. I am certainly not anti-texting i do it myself, however, when it hurts someone's overall social skills I don; 't think that we should overlook the impact. There is something to be said for being able to speak to a group of people or make a personal connection. For so many younger individuals we see the complete exit from personal conversations and interaction.

Re: Human touch
  • 5/30/2017 1:44:17 PM
NO RATINGS

@SaneIT, you make a good point on the advantage of SMS specifically while multi-tasking. You have time to refocus your thoughts and arrange your words clearly without the pressure of a live human staring at you. Although we connect better face to face but we don't necessarily convey ideas better. I've gotten responses live that I'd wished the person had written it down first, they would have had a chance to realize that it was incoherent. With that being said, on a conversational level there's​ nothing that approaches face to face.

Re: Human touch
  • 5/30/2017 8:23:24 AM
NO RATINGS

I don't know if I'd call it a security blanket but SMS does seem to have become a crutch.  I don't know that they are fearful but I do see instant messaging being used to throttle communications or split their attention. Silence in a face to face conversation can be very uncomfortable but if you can't think of how to answer a question quickly over text there is less pressure to reply before fully forming your thoughts.  I think it may be affecting verbal skills but I think there are many more factors playing into our less verbal society. 

Re: Human touch
  • 5/28/2017 5:41:23 PM
NO RATINGS

I've seen it too on university campuses. I don't know if these students are consumed by the phones or using them a security blankets out in the world. They tend to avoid phone calls and in-person meetings, preferring non-verbal communication instead.

Re: More Chatbots
  • 5/28/2017 5:28:32 PM
NO RATINGS

For consumers it's a difficult time trying to combat yearly increases in common services; phone, mortage payment, taxes, insurance. Consumer advocates say home and auto insurers routinely increase premiums under the premise that most customers are not going to complain. According the advice is to always shop from competitive insurance companies every few years with a the result of most always finding a lower price.

Re: Human touch
  • 5/27/2017 9:29:12 PM
NO RATINGS

@impactnow That's generally the way I see it, too, though they will claim they find different ways to connect and that it can be just as meaningful to them as the ways we're used to are to us. And of course, those of us who grew up in the dark ages before every teen had a smartphone just can't understand. 

Re: Human touch
  • 5/26/2017 11:33:45 PM
NO RATINGS

Ariella I have noticed the trend and quite honestly it's scary. I have met many those groups who are completely unable to socially exchange without a phone in their hand. The art of conversation is lost and so is the art of connection.

Re: Human touch
  • 5/25/2017 5:31:09 PM
NO RATINGS

@impactnow If you are brought into regular contact with teens and twentysomethings, you'd find this consistent with your observation of their general preferences. 

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