Linkedin Archives — Page 2 of 2 — Carrington Malin

September 25, 2019
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Despite the proclamations of enhanced customer experience, much of the interest and deployment of chatbots today is driven by cost savings. Customer service departments and the CFOs that approve their budgets have an opportunity to significantly reduce HR costs and add a new service that also has the prospect of being a revenue generator.

However, there are good reasons why large companies replacing human customer service with an automated customer service agent should consider chatbot projects as brand and customer experience initiatives first, and not simply a software roll-out.

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September 16, 2019
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Thousands of retail stores in hundreds of cities across China are already using facial recognition technology to accept payments from their customers. Shoppers find it fast and convenient, in particular when self-checkout systems allow consumers to skip store checkout queues. In fact, it is becoming the new standard for in-store electronic payments, with Chinese shoppers even using face scan payments for buying everyday grocery items such as a loaf of bread.

But, thousands of kilometres away in the British Isles, public distrust in facial recognition technology seems to be intensifying.

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September 10, 2019
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More than half of employers don’t have a written policy on the ethical use of AI or bots, whilst AI chatbots and how they interact with customers play a growing role in shaping brand perceptions.

If you’ve implemented a new AI chatbot platform, then your brand’s chatbot can be made available to customers 24/7, respond instantly to queries and resolve up to 80 percent of questions without the need to involve a human customer service agent. However, customer service agents are generally bound by contracts, employee codes of conduct and operating procedures. Do the same rules apply for your chatbot?

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September 6, 2019
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The increasing spread of emotional AI, brings with it new concerns about privacy, personal data rights and, well, freedom of expression (although, in a sense, perhaps, not thought about much in the past). The data that the emotion recognition captures could be considered to be biometric data, just like a scan of your fingerprint. However, there is little legislation globally that specifically addresses the capture, usage rights and privacy considerations of biometric data. Until GDPR.

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August 29, 2019
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Many companies have discussions about their brand’s personality, whether brought on by a brand development exercise, or the question of how their brand comes across in TV advertising or, perhaps, how it is seen and heard on social media. Is the brand playful or serious? Traditional or nonconformist? Conservative or outrageous? Does it have a sense of humour?

Often these personality attributes remain somewhat latent. Companies that see their brands as risk takers or eccentric, often find that they don’t particularly want to broadcast the fact for fear of upsetting their conservative customers. Likewise, marketers who feel that their brands can have a little bit of fun on social media, because it is expected of them by other social media users, often don’t use the same sort of fun persona for other communications.

So, where does this all leave us when it comes to conversational marketing?

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October 25, 2018
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2018 may prove to be a pivotal year for blockchain in aviation, with a variety of new initiatives being announced including several that directly impact consumers

Blockchain has been championed as a platform that could revolutionise global business transactions for a little more than 10 years now. The potential impact on industry applications, the supply chain, pricing, legal commitments and financial transactions is world-changing, but for those of us close to the technology industry, there has always seemed to be an awful lot of talk!

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