Dan Miller

1 month 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.

1 month ago | 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.

Dec 4, 2024 | smartcustomerservice.com | Dan Miller

An individual [name redacted] turns to one of the new "Cancel My X" apps. You know, the ones with names like Trim, Hiaitus, Bobby, Hubby, or Subby… whatever. He asks his personal virtual assistant (bot) to cancel one of many streaming services, which the bot dutifully tries to do. As an example of the power of voice AI, the bot calls into the service's contact center.

Dec 3, 2024 | opusresearch.net | Dan Miller |Derek Top

on FINALLY! Conversational Commerce is “this close.”Still, the thought that I could have my own personal virtual assistant that knows past purchases, preferences, payment vehicles and is empowered by me to book travel, order dinner, or unsubscribe from a streaming service invokes a commonly shared memory. It’s the recurring schtick in the “Peanuts” comic strip. Charlie Brown lines up to kick the football, Lucy pulls it away. Charlie Brown yells “AAUGH”.