I wrote a while back about the return of the chat bot…only this time they work. But I completely overlooked an early entrant in the intelligent advisor space, noHold. Having just had an update briefing with Diego Ventura, noHold’s founder and CEO, I wanted to correct that oversight with some info on what’s new with noHold.
I first met Diego during my Giga Information Group days, and the last time I talked to them they were doing a lot of business with partner Salesforce.com, offering intelligent sales advisors to qualify leads online and pass info into Salesforce. And though the noHold suite now includes a Sales Advisor and a Marketing Advisor, the core DNA of the company is still customer service and technical support with InstantSupport.
noHold creates virtual agents based on Artificial Intelligence capable of answering questions online without human intervention (they even hold a patent on this–U.S. Patent No. 6,604,141 if you want to read the details). They claim to achieve high First Contact Resolution (FCR) rates due to being more Interactive and Diagnostic than other self-service solutions. Here’s a screenshot of noHold in action at Linksys. (more…)