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AIrtificial Intellegence in Customer Support ReadWrite



A Victoria’s Secret chatbot helps to take further steps on the website

When we speak about artificial intelligence, most people associate it with “something smart.” From voice assistants capable of finding the answer to any question and self-driven cars to cutting-edge fridges that can plan meals and stream your favorite content – the game is changing, technology is engaging, and AI is getting smarter and smarter on its own.

However, the concept of artificial intelligence is wider than it seems. As you may see from progressive web app examples, AI enhances the work of PWAs, making them fast, responsive, and impressively stable compared to native apps.

AI may also include such technologies as natural language programming, machine learning, neural network, deep learning, machine perception.

All the things mentioned above, one way or another, are created due to merging those technologies.

Yet, the impact of AI goes beyond the building of smart things for IT corporations.

A plethora of companies and vendors of different sizes try to jump on the AI bandwagon to take advantage of intelligent software and hardware to improve their products and services.

Questions about AI

How will AI help improve customer support experience? Why businesses are striving to implement AI chatbots — and what to expect from them in the future.

Image Credit: Official Victoria’s Secret website.

The Past of Chatbots in Customer Service

Interaction with chatbots used to be a painstaking and frustrating experience in the past. That was because chatbots were equipped with specific templates of responses and weren’t flexible if the user’s intent didn’t coincide with the preset scenarios.

A chatbot is not able to understand the words it was not taughtImage credit: Medium

What was the purpose of the above Chatbot survey? It was designed to surface the answer like “Couldn’t find anything” and suggested following the strict “phone tree” menus.

As a result, users got disappointed in the technology and turned to live agents for assistance. But nowadays, AI has turned the tables making chatbots more sophisticated and intelligent.

Artificial Intelligence and Customer Support: a Match Made in Heaven

The immense impact of artificial intelligence is most noticeable in the customer service area. With more and more companies using chatbots as smart assistants, the number of interactions carried out without human participation is growing exponentially.

Chatbots are here to stay. While humans are limited by biological evolution, AI is not. As artificial intelligence is becoming smarter and stronger, bots have fewer and fewer restrictions on what they can’t do. They proved themselves as valuable technology in terms of both personal and business use.

So, let’s dwell further on the subject and discover what makes things really intelligent, how AI-driven chatbots work, what progress has been made, and why artificial intelligence is considered to be one of the major drivers for the customer service industry.

What Do We Mean by Artificial Intelligence?

The most important part about AI is that the technology makes it possible for computer systems and machines to mimic human behavior and natural processes by adjusting to new inputs and learning from previous experiences.

In a nutshell, the concept of artificial intelligence is based on simulating human cognitive behavior. In this regard, the software is “intelligent” if it:

  •   understands the current context;
  •   can make decisions evaluating both the environment and previous experience;
  •   can learn;
  •   has a memory that allows a chatbot to remember pertinent details to reuse during a conversation;
  •   in equivocal situations rest upon so-called “common sense.”

No doubts, AI is becoming smarter with each day and similarly enhancing natural human behavior. Thus, with the technology evolution, it becomes easy for smart software to identify the emotional coloring of a message and respond to it relatively. This creates opportunities for empathic conversation and significantly improves communication between two parts.

A shining example of this ability is the Cogito Corp. Cogito is AI-driven software that helps customer service agents to improve their outcomes. It can detect such speech patterns as tone, pace, pitch, empathy, pauses, word frequency, and others to give the agents coaching suggestions on responding to them correspondingly.

As such, once installed on the CRM, the software displays immediate real-time notifications to the service agents, advising them to speak slowly, loudly, gently, amiably, make a pause, or start talking. Below you can see how this assistant works.

AI software Cogito analyzes how customer service agents respondImage credit: Cogitocorp

Conversational Chatbots: a Way to Smart Customer Interactions

As we mentioned earlier, AI chatbots provide users with the humanlike experience people expect to get when they think about artificial intelligence.

However, not every chatbot that you can talk to on a website is driven by AI. They may rely on algorithms to determine the meaning of a question, but if you go off the script, then they are left floundering.

A hallmark of conversational AI systems is the capability to understand a customer’s intent, regardless of how the question is phrased. These smart bots can:

  • fill out the form;
  • provide recommendations;
  • upsell;
  • make reservations;
  • book appointments;
  • and even integrate with back-end software like CRM, ERP, RPA to carry out further tasks.

Here is a brilliant example of how the chatbot understands the context.

It doesn’t even need to know the whole utterance: it suggests the user a possible end of a request! What is more, it goes beyond just offering a suggestion. It runs through the source material such as FAQs and knowledge bases and resolves questions.

Chatbot anticipating what the user’s request will beImage credit:

Why Do Businesses Love Conversational Chatbots?

Surprisingly, most people are quite content knowing they are speaking to a machine. According to the latest survey, 40% of consumers make no difference whether a computer or a human being helps them if they get the help they need. Even more, for some users, it means that they can discuss any technical problem as much as they want without feeling foolish.

Unlike human agents, chatbots are fast, friendly, and are always there whenever a user needs them.

Besides, the latest generation of conversational bots can perceive and understand people’s intents without keyword matching and are able to give accurate answers to the clients’ questions. Using the smart assistants helps the agents significantly boost their productivity and effectiveness by imitating conversations naturally and humanly.

Nowadays, more and more companies worldwide start adopting these intelligent assistants to improve their customer service quality.

For instance, Salesforce has introduced its own AI-driven Einstein bot that can perform a variety of tasks. As such, it is able to resolve routine issues, check claims status, modify orders using natural language processing on real channels, and so on.

The Salesforce Einstein chatbot responds in a dialogueImage credit: Salesforce

However, it can be hard for an inexperienced user to handle such a complex CRM as Salesforce. To configure it properly, you may need someone who knows how to use its Service Cloud (onilabdotcom).

The 5 Main Reasons to Implement AI-Powered Chatbots

1. Better Customer Understanding

Chatbots store information about customer preferences and previous searches. In the future, they can use these insights to instantly anticipate a request or make personalized offers. It can improve customer attitude towards the company and increase retention.

2. Non-Stop Customer Support

Chatbots don’t need to sleep and rest. They can offer a solution to the problem at any time of the day and not make mistakes. If the problem is too complex or unique and requires human intervention, the chatbot can respond to the user when they can get a specialist’s answer. Then it will direct this question to the correct department.

3. Saving Money

Since chatbots reduce the time spent on routine tasks, you can reduce the cost of hiring more support staff. The Juniper Research study shows that by 2022 businesses will leverage chatbots to save costs of over $8 billion annually. And probably it’s the right time to embrace this innovation.

4. Overcoming Language Barriers

Chatbots expand the horizons and geography of your customers. Since your employees may not know all languages, chatbots can come to their aid. NLP, by which the chatbots work, allows understanding of different tones and languages. That’s how you will overcome friction in communication instead of risking the loss of a potential customer.

5. Scalability

Let’s imagine your business goes through a festive season or peak hours. The entire stream of questions rests on the shoulders of the support team, which can’t cope with the increased demand. Scalability means that during this time, you don’t need to attract additional resources such as live agents and train them.

Chatbots provide multichannel conversation in real-time and can easily cope with even the 200% hike in chats.

AI-Powered Chatbots: What to Expect?

Thanks to the rise of artificial intelligence, customer service has made a big step forward from simple query inputting to advanced perception for providing human-like interactions. With the growing number of companies building deep neural networks and leveraging AI to make their services smarter, we can expect the impact of bots will expand over 2021 and in subsequent years.

AI-powered conversational bots are predicted to be employed in call centers worldwide, where they will provide customer support instead of human agents. This is especially true, considering that they already help businesses reduce costs up to 30% by employing well-trained chatbots.

However, this could instill fears about the possible staff reduction and replacing them with robots. Crises and stock market crashes, shocks, and natural disasters, all this can shatter confidence in the future.

However, chatbots cannot brainstorm new ideas; they cannot think about what challenges a business may face. They expect commands from people and are ready to execute them. So, there is nothing to worry about.

Even though artificial intelligence and related technologies are still far from perfection and have numerous issues to overcome, the prognosis over chatbot development is promising. They are likely to be one of the dominating trends in customer support and beyond.

Top Image Credit: rodnae productions; pexels; thank you!

Alex Husar

Alex Husar, a CTO at Onilab with 8+ years of experience in Magento development and Salesforce. Alex is an expert both at full-stack dev and providing project-critical guidance to the whole team.


The Benefits of Standing Desks for Office Workers



The Benefits of Standing Desks for Office Workers

Standing desks have become increasingly popular in recent years, and for good reason.

In this article, I’ll discuss the benefits of standing desks for office workers.

The Dangers of Prolonged Sitting

Sitting for extended periods can be harmful to your health.

Prolonged sitting has been linked to various health problems, including obesity, cardiovascular disease, and type 2 diabetes.

It can also increase the risk of certain types of cancer, such as colon and endometrial cancer.

The Benefits of Standing Desks

Standing desks offer a range of benefits that can improve the health of office workers.

This is not to say that you have to stand the entire day — but forcing oneself to stand several times during the workday will significantly improve your health.

Improved posture

One of the most significant benefits of standing desks is that they can improve posture. Sitting for long periods can lead to slouching, which can cause neck and back pain.

By standing at a desk, you can maintain a more upright posture, which can reduce the risk of neck and back pain.

Tips for a Good Posture

  • Stand with your feet hip-width apart.
  • Ensure your feet are flat on the floor and your shoulders are relaxed.
  • Keep your head straight, eyes looking forward, and chin parallel to the floor.
  • Keep your arms loosely at your sides, with your elbows bent at 90 degrees.
  • Take regular breaks to move around, stretch, and relax your back, neck, and shoulders.

Increased energy levels

Standing desks can also increase energy levels, helping you to stay alert and focused throughout the day.

It’s because standing desks can improve blood circulation, which helps to deliver more oxygen and nutrients to the brain.

Improves Mood

Standing desks can also improve mood, helping to reduce stress and increase feelings of well-being.

Having a good mood in the office can have a significant impact on the productivity and overall morale of the workplace.

A good mood has been linked to improved performance, higher levels of engagement, and even better physical health for office workers.

Increased Focus and Productivity

Standing desks have also been shown to increase focus and productivity. When we sit for long periods, our bodies tend to become sluggish, and our minds start to wander.

It can lead to a decrease in focus and productivity.

In contrast, standing desks keep us alert and focused, as they require us to maintain an upright position for a while — and maintain a constant state of movement.

Here are some tips to maximize your productivity while at a standing desk:

  • Listen to Music.
  • Take Breaks.
  • Use a Footrest.
  • Keep it Clean.

Reduced Risk of Health Problems

Another benefit of standing desks is the reduced risk of health problems. Sitting for long periods has been linked to a range of health problems, including obesity, heart disease, and diabetes.

By using a standing desk, office workers can reduce their risk of these problems and maintain a healthy weight.

Additionally, standing desks have been shown to reduce the risk of certain types of cancer, including colon cancer and breast cancer.

Promotes Weight Loss

Weight loss is a benefit (from bestdesksgeek dot com) of standing desks that often goes unnoticed. Standing desks offer a great way to burn extra calories while working.

Studies suggest that standing at a desk can burn up to 50-110 extra calories per hour compared to sitting. This can add up over time and contribute to weight loss.

Better Sleep

Finally, standing desks can also help improve the quality of sleep. Sitting for long periods has been linked to poor sleep quality, as it can cause discomfort and stress.

On the other hand, standing desks promote good posture and reduce stress, which can lead to better sleep quality.

Additionally, standing desks have been shown to reduce the risk of sleep disorders, such as sleep apnea.

Cost-Benefit Analysis of Implementing Standing Desks in the Workplace

While the benefits of standing desks are numerous, they do come with a cost.

Below is a cost-benefit analysis of standing desks:

Cost of Implementation

While the benefits of standing desks are numerous, they do come with a cost.

The cost of implementation can vary depending on the type of standing desk you choose and the number of employees you need to accommodate.

It’s important to consider the cost of the desks themselves, as well as the cost of any necessary modifications to the work environment, such as electrical and plumbing upgrades.

Return on Investment (ROI)

Despite the upfront cost of implementing standing desks in the workplace, the return on investment can be substantial. Improved employee health, increased productivity, and reduced absenteeism can all lead to improved bottom-line performance.

How Incorrect Posture Can Lead To Health Issues While Using a Standing Desk?

If you work at a standing desk, it’s important to be aware of the potential health risks associated with incorrect posture.

Poor posture can lead to several health issues, including musculoskeletal problems, headaches, and fatigue.

One of the most common problems associated with incorrect posture is a pain in the neck, shoulders, and back.

This is often caused by slouching or hunching over, which puts unnecessary strain on the spine. Poor posture can also lead to tension headaches and migraines.

Fatigue is another common problem caused by incorrect posture. When you stand for long periods, it’s important to maintain good posture to avoid fatiguing your muscles.

If you slouch or hunch over, you’ll likely start to feel tired more quickly.

Incorrect posture can also cause problems with circulation. When you stand, your blood flow should be directed downwards towards your feet.

However, if you slouch or hunch over, your blood flow can be restricted, leading to dizziness, lightheadedness, and even fainting.


Are standing desks more comfortable than traditional seated desks?

Yes, standing desks are more comfortable than traditional seated desks. Standing desks offer several comfort benefits, including reduced risk of pressure injuries and improved focus and motivation.

How often should I use my standing desk?

It’s also important to use your standing desk regularly to get the most benefit from it.

Is a mat necessary when using a standing desk?

No, a mat is not hundred percent necessary, but for standing for long periods — it provides a non-slip surface for added safety.


Standing desks offer a range of benefits for office workers, including improved posture, increased focus and productivity, reduced risk of health problems, increased energy levels, and better sleep quality.

With so many benefits, it is no wonder that standing desks are becoming a popular choice for office workers around the world.

In this article, I’ve discussed the benefits of standing desks for office workers.

What benefits have you seen from your standing desk? Let us know!

Featured Image Credit: Provided by the Author; Unsplash; Thank you!

William Lowery

William is a furniture enthusiast who loves nothing more than spending his free time combing through antique stores and online auction sites in search of the perfect piece.
He is the lead author at Desks Geek, he helps others by writing “how-to guides” and “best recommendations” about desks.

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What is a Divorce from Bed and Board?



What is a divorce from bed and board?

If you are considering filing for a divorce from bed and board, it is important to understand what it entails. Commonly known as a “legal separation,” this type of dissolution of a marriage involves much more than just the two parties not living together anymore; instead, it may include property division and child custody rights, among other things.

In some cases, obtaining a bed and board divorce can even be difficult to obtain in certain states due to the laws related to separations. Regardless of your motive behind wanting or needing one, knowing all that goes into such an arrangement can help you make informed decisions regarding your future.

Overview of divorce from bed and board

A divorce from bed and board is a type of divorce that involves two parties legally separating but never actually getting divorced. It’s not uncommon for couples who want to pursue divorce proceedings to first consider this option, as it allows them to maintain the legal benefits of being married without having to endure the heartache and stress associated with an actual divorce.

What are the benefits of divorce from bed and board?

The main benefit of divorce from bed and board is that it allows couples to divide assets, establish custody rights, and make arrangements pertaining to support payments in a way that’s agreeable to both parties. This means they can move on with their lives while still enjoying many of the benefits of marriage, including being able to file jointly for taxes and having access to health insurance.

Are there downsides to divorce from bed and board?

Though divorce, from bed and board, may seem like the perfect solution for some couples, it is important to understand that it can be difficult or even impossible to obtain in certain states due to the legal definition of divorce. Additionally, some couples may find themselves stuck in a limbo-like situation if they remain legally married but live separately.

Couples should also be aware that divorce from bed and board does not dissolve a marriage — meaning the two parties are still technically married and can’t remarry without getting an actual divorce.

Filing for divorce from bed and board is a serious decision that should not be taken lightly. It’s important to consult a lawyer experienced in family law before deciding if this option is right for you. With the right guidance, you can decide what’s best for your situation and move forward with confidence.

What is a divorce from bed and board?

What are the grounds for a divorce from bed and board?

In order to file for divorce from bed and board, you must have a valid reason, such as:

  1. Adultery – Adultery is one of the most valid grounds for divorce from bed and board. It is voluntary sexual intercourse between two married people, one of whom is not the other’s legal spouse. But in many states — the judges don’t care either way.
  2. Abandonment – Abandonment involves one spouse leaving the marital home without any intention to return or provide support for at least one year.
  3. Cruelty – Cruelty can be defined as any physical or mental abuse suffered by either spouse.
  4. Separation – Separation occurs when spouses have lived apart for at least a year due to disagreements or other factors.
  5. Habitual Intemperance – Habitual intemperance is the excessive use of drugs or alcohol by one spouse.
  6. Excessive Spending – This involves one spouse spending money in a way that is detrimental to the other spouse’s financial interests.

Understanding divorce from bed and board can help you make an informed decision when considering your legal options. Before making any decisions, it’s important to consult a lawyer to ensure this is the right choice for you. With the right guidance, you can move forward with confidence.

What are the consequences of a divorce from bed and board?

The consequences of divorce from bed and board depend on the agreement reached between the two parties. Additionally, they may have difficulty remarrying in the future without obtaining an actual divorce.

Overall, this type of divorce can be a viable option for couples who are looking to divorce but wish to maintain some of the benefits of marriage. It is important to understand all of the legal implications before making any decisions, so it’s always best to consult an experienced family law attorney. With the right guidance, you can make informed decisions that are in your best interests.

How can a divorce attorney help you with this?

A divorce attorney can provide invaluable assistance, especially in cases where you’re going through a divorce from bed and board (garrettandwalker dot com, same title). They will advise you on the best course of action and ensure that all legal requirements are met. They will also work with you to create a divorce agreement and represent your interests in court if needed.

With the right guidance, you can make informed decisions that are in your best interests. If this is the right option for you, a divorce lawyer can help you to understand all the legal aspects. With a divorce attorney by your side, you can move forward with confidence.


Divorce from bed and board is a viable option for couples who wish to divorce but remain married. It can provide some of the benefits of marriage without many disadvantages. Before making any decisions, it’s important to understand all of the legal implications and consult an experienced lawyer. With the right legal guidance, you can make informed decisions that are in your best interests.

Inner Image Credit: Photos by cottonbro studio; Thank you!

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Lucas Vitale

Lucas is the Co-Founder & CEO at SEO Assistance. With a decade of experience in SEO, he has used his skillset to help grow thousands of businesses around the world.

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The Top 7 AI Podcasts You Need To Hear Now



The Top 7 AI Podcasts You Need To Hear Now

With artificial intelligence now being used to write everything from college homework to Congressional speeches, it’s more important than ever to stay on top of the latest advances in machine learning, natural language processing, and all things AI. 

We’ve brought together a list of seven of the top podcasts that track and explain the newest developments. They look behind the scenes at the technology behind the platforms, and they discuss how artificial intelligence is already upending business, marketing, data analysis, and more.

The TWIML AI Podcast 

The TWIML AI Podcast used to be known as This Week in Machine Learning & Artificial Intelligence. The new name is shorter and snappier, but the content is just as deep and complex. Hosted by Sam Charrington, the podcast has produced more than 630 weekly episodes featuring interviews with a host of guests — usually technicians and scientists—working in the field of AI. The subjects of the discussions are often fairly complex. If you want to understand the human thinking behind artificial thinking, the show is essential listening.

 The Bad AI Show 

If interviews with Stanford professors aren’t your thing, try the Bad AI Show. Hosted by Joel Comm and Travis Wright of the Bad Crypto Podcast. The pair take a fun, laidback approach to new technology, explaining clearly — and wittily — the latest developments in artificial intelligence and its practical effects. Think of the TWIML AI podcast as a Stanford lecture and the Bad AI Show as the lounge next door. It’s a fun, relaxed chat with smart people about AI topics that get everyone thinking. The show is released as both an audio and video version.

The AI Podcast

One of the biggest challenges that a discussion of AI generates is how the new technology will be applied in the real world. Noah Kravitz’s The AI Podcast has already generated almost 200 answers. Each episode features an interview with experts using artificial intelligence to further their work. They’ve included a wildlife biologist tracking endangered rhinos, an astrophysicist analyzing starlight, and language learners grappling with Arabic pronunciation and even the delivery of sports highlights. 

Data Skeptic

As you listen to those interviews with people applying AI to such a broad range of fields, it’s worth asking about the effectiveness of AI in solving those problems and whether they couldn’t be solved in an easier way. Claims for the benefits of artificial intelligence will grow, so make sure you’re also listening to Kyle Polich’s Data Skeptic. The podcast has already produced more than 470 episodes with interviews that take down the hype and take a realistic view of what AI can and can’t do.


The AI in Business Podcast 

One area where both the hype and the expectation will be highest is in business applications of artificial intelligence. Each week, on the AI in Business Podcast, Daniel Faggella, the CEO of Emerj Artificial Intelligence Research, interviews AI executives from leading firms and startups to explore how business is adapting AI and exploring the opportunities the new technology offers.



The Marketing AI Show

Business is a broad topic. The Marketing AI Show tries to narrow things down with a focus specifically on the way marketers are using artificial intelligence to improve sales. The podcast is created by the Marketing AI Institute and the Marketing AI Conference (MAICON), and it’s essential listening for anyone wondering how the new technology can help their business identify leads and improve conversions.



Eye on AI

Finally, Eye on A.I. takes a broader, more journalistic approach to the developments of artificial intelligence. Out every two weeks and hosted by New York Times correspondent Craig S. Smith, each episode features an interview with a leader pushing AI into new ground. Episodes have discussed AI in supply chain optimization and finance but they’ve also delved behind the scenes to look at issues surrounding privacy and the future of AI itself.


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Brad Anderson

Editor In Chief at ReadWrite

Brad is the editor overseeing contributed content at He previously worked as an editor at PayPal and Crunchbase. You can reach him at brad at

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