Dan Miller

2 weeks ago | opusresearch.net | Dan Miller |Derek Top

The word “schadenfreude” describes “the emotional experience of pleasure in response to another’s misfortune”. In the world of automated customer care, I propose we use the term “botenfreude” to capture the pure joy people feel when they encounter or read of the inevitable failure of a chatbot or voicebot. Who of us can’t recite the story of the bot that sold a 2024 Chevy Tahoe for $1? Or the New York City automated agent who told tenants they don’t have to pay rent?

3 weeks ago | smartcustomerservice.com | Dan Miller

The word "schadenfreude" describes the emotional experience of pleasure in response to another's misfortune. In the world of automated customer care, I propose we use the term "botenfreude" to capture the pure joy people feel when they encounter or read of the inevitable failure of a chatbot or voicebot. Who among us can't recite the story of the bot that sold a 2024 Chevy Tahoe for $1? Or the New York automated agent that told tenants they don't have to pay rent?

2 months ago | smartcustomerservice.com | Dan Miller

Here's the dream scenario (as seen on TV). A busy knowledge worker tells her smartphone to find an Italian restaurant that is pet-friendly and to text the result to her dining companion. Jump cut to the couple sitting in front of a chic Italian restaurant with their dog. Message: your voice and your smartphone are all you need to search, shop, and complete transactions. At least that is one of the scenarios that gets us from the opening scene to the coda.

Feb 28, 2025 | opusresearch.net | Ian Jacobs |Dan Miller |Derek Top

Ever imagined our websites and mobile apps needing to be accessible not just for humans, but for robots too? It sounds like a Black Mirror episode, but with AI Agents becoming increasingly integrated into our digital lives, it’s a reality we need to face. Those AI Agents could be acting as proxies for consumers in their interactions with brands or they could be enterprises’ own agents acting on internal systems.

Jan 23, 2025 | smartcustomerservice.com | Dan Miller

If you take recent coverage of agentic artificial intelligence at face value, you'd conclude that AI-informed agents that talk are already employed widely for customer care. It starts with the ubiquity of voice assistants. The venerable Siri got a serious upgrade for Mac and iPhone users who activated Apple Intelligence.