Freshworks Develops Social Signals AI Tool for Better Customer Service
By Dipo Olowookere
Against a background where market disruption is key to creating new opportunities, Freshworks has embraced Artificial Intelligence (AI) to help keep their clients relevant, competitive and profitable.
Having identified Twitter as a key channel through which customers often engage companies, Freshworks has developed a social AI entity called Social Signals.
This AI tool helps filter relevant and important messages from the volume of Twitter messages that may be directed at any one company. Social Signals works by going through a company’s entire feed, where it understands and filters out tweets asking for help. These tweets are then converted to a task for a customer support agent to remedy, while disregarding all other tweets.
By filtering tweets, the Social signals AI seamlessly enhances Freshworks’ cloud-based engagement platform, Freshdesk. This integration empowers businesses of all sizes with the kind of next-generation customer experience and innovation that modern society demands.
To further refine the effectiveness of Social Signals, support agents can train the AI to recognize new types of communication thus improving its learning, resolution and decision-making skills.
In an extensive research, Freshworks found that smart automated programs called chatbots, responded to a significant 40% of questions asked through Freshdesk. Furthermore, chatbots could dramatically improve the quality of exchanges between customers and support agents.
This was achieved by the chatbots requesting basic information first to collect necessary customer data. Significant benefits from time and cost savings were also recorded with increases of 15% to 20% more customers being helped.
Arihant Jain, Business Head – Middle East & Africa at Freshworks commented, “AI has immense potential to add real value to the customer experience journey irrespective of the industry. However, AI must be viewed as a complement rather than as a replacement for people.
“This is something we are passionate about at Freshworks, where we look to technology to combine the ingenuity and efficiency of automated solutions with the irreplaceable empathy of the human touch.
“Freshworks prides itself in offering its growing number of customers and partners, solutions that enhance their service offering without negatively impacting the bottom line.”
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How Data Protection Policy In Nigeria Is Evolving To Secure Customers
By Otori Emmanuel
Technology advancement has increased the value of data, and many businesses are willing to invest in it. These data are obtained from customers directly or indirectly. When data is directly gathered, customers are often asked for their consent, and they typically provide it. In contrast, information that is gained inadvertently may be gathered through tracking or linkages to sources that already have the consumers’ data. Businesses use this strategy to improve their products and for research purposes.
To prevent unauthorized access, disclosure, or misuse of user’s personal information, data privacy and data protection policies are in effect. The right of people to decide how their personal information is gathered, utilized, and shared is referred to as data privacy. It involves making sure that people are informed about the information being collected on them, how it is being used, and with whom it is shared. Data protection policies, on the other hand, are protocols set up to safeguard private data against exploitation or unauthorized access. They require putting technical and organizational mechanisms in place to safeguard the privacy, usability, and authenticity of user data and also to prevent its loss, destruction, or alteration.
Data protection policies usually include instructions for the collection, processing, storage, and disposal of data. They also include safeguards for personal data security, such as encryption, access restrictions, and regular backups. Data privacy and protection regulations are crucial in the contemporary digital age, as personal data is captured, processed, and exchanged more frequently than at any time before.
User Data Protection in Nigeria
The Nigerian Data Protection Regulation (NDPR) was decreed in 2019 with the aim to ensure that individuals have control over their personal data and that it is processed fairly and legally. The NDPR mandates that businesses processing personal data get the individual’s consent before processing their information. Additionally, they must take the necessary security precautions to safeguard personal data against theft, loss, and unauthorized access.
Nigeria has established the National Information Technology Development Agency (NITDA) in addition to the NDPR to handle issues with data privacy and cybersecurity. The NITDA is in charge of enforcing the NDPR and ensuring that businesses abide by the data protection laws. Moreover, the NITDA has created frameworks and recommendations to offer firms advice on how to put in place reliable cybersecurity and data protection buffers. These rules address subjects like privacy notices, effect analyses of data protection, and breach reporting.
In accordance with the NDPR, businesses must acquire consent from people before collecting their personal data and have strong security measures in place to safeguard it. Businesses must appoint a Data Protection Officer (DPO) as part of the NDPR, who is responsible for ensuring that the law is upheld. Other laws in Nigeria, in addition to the NDPR, that deal with data protection are the Freedom of Information Act of 2011 and the Cybercrimes (Prohibition, Prevention, etc.) Act of 2015. These laws strengthen the protection of personal information while also outlining the consequences of data protection laws infractions.
With a focus on safeguarding customer personal information and ensuring that businesses are held accountable for any violations by these laws, Nigeria’s data protection regulations are continuously improving.
NCC Orders Implementation of Harmonised Short Codes
By Aduragbemi Omiyale
The Nigerian Communications Commission (NCC) has directed mobile network operators (MNOs) to commence implementation of the approved harmonised short codes (HSC) for providing certain services to telecom consumers in the country.
The Director of Public Affairs at the NCC, Mr Reuben Muoka, in a statement on Monday, said the unified short codes were approved in line with its consumer-centric approach to telecom regulation.
According to him, the use of harmonised short codes is aimed at achieving uniformity in common short codes across networks.
This means that the code for checking airtime balance is the same across all mobile networks for the same function, irrespective of the network a consumer uses.
With the new codes, telecom consumers using the over 226 million active mobile lines in the country can now use the same codes to access services across the networks.
Already, the agency has set a deadline of May 17, 2023, for all mobile networks to fully migrate from hitherto diverse short codes to harmonised codes.
The period between now and May 17, 2023, is provided by the NCC to enable telecom consumers to familiarise themselves with the new codes for various services.
Under the new harmonised short codes regime, 13 common short codes have been approved by the NCC and include 300 for Call Centre/Help Desk on all mobile networks; 301 for voice Mail Deposit; 302 for Voice Mail Retrieval; 303 for Borrow Services; 305 for STOP Service; 310 for Check Balance, and 311 for Credit Recharge.
Also, the common code for Data Plan across networks is now 312. In line with the new direction, 321 is for Share Services, while 323 is for Data Plan Balance. The code 996 is now for Verification of Subscriber Identity Module (SIM) Registration/NIN-SIM Linkage.
The code 2442 is retained for Do-Not-Disturb (DND) unsolicited messaging complaint management, while the common code, 3232, is also retained for Porting Services, otherwise called Mobile Number Portability.
The old and new harmonised short codes will run concurrently up until May 17, 2023, when all networks are expected to have fully migrated to full implementation of the new codes.
Bitfinex Lists CryptoGPT to Revolutionise Approach to AI
By Adedapo Adesanya
Cryptocurrency exchange, Bitfinex, has listed the first-of-its-kind CryptoGPT token ($GPT) in what has been touted as a revolutionised approach to artificial intelligence (AI).
The CryptoGPT, a cryptocurrency token built on an Ethereum platform, is the first-of-its-kind multi-value gas token and has the necessary demand as fuel for network transactions. It is topped up with value funnels from validator staking, cash flow from core products, and power of fee treasury which can be deployed for liquidity events like buybacks, burns, and/or expanded yield.
In a statement, the company said CryptoGPT token would revolutionise the world of AI by decentralising the data industry and giving billions of users across the world, including Africa, full control of their own AI data and freedom to monetize such data as they live their daily lives, creating a sustainable income stream.
CryptoGPT is a dedicated layer-2 blockchain built to create trillion-dollar data and power the AI revolution. The blockchain hosts apps with 2+ million active users, placing it as one of the biggest blockchains at launch. This innovation uniquely merges blockchain technology with AI and offers an ecosystem that treats data like an asset class.
The rise of artificial intelligence (AI) is bringing drastic changes in the technological fields around the world, where if implemented, it automates systems for more efficiency and performance.
From the comfort of a mobile phone and in multiple fields, AI is continuously providing high-performance and accurate system work with efficiency whilst playing an important role in helping humans work better without the help of humans. Since its inception, there is no doubt that the algorithm and success of AI is data-driven, and currently, many big tech companies and players like Meta, Google, and Amazon make billions and trillions of dollars by monetizing users’ AI data.
By creating an ecosystem that incentivizes users to earn crypto tokens and avoid constant inflation, CryptoGPT lets users capitalize on their data through its versatile $GPT token.
“No matter how much CryptoGPT ultimately decentralizes data, the $GPT token is a good investment because users can amass significant quantities of it by using the ecosystem’s apps and making referrals. This makes CryptoGPT the first sustainable ‘to earn’ ecosystem that pays users for contributing data that is then sold in the global data marketplace,” the company said.
CryptoGPT, unlike most participants in the AI boom, entered the marketplace with a compelling value proposition setting itself apart.
Currently, AI is used for different purposes and in different fields like virtual assistants or chats, healthcare agriculture, security and surveillance, logistics, shopping and fashion, agriculture, and farming. The CryptoGPT has an ecosystem of millions of daily app users with over 20+ apps in these fields as well as lifestyle, music, dating, travel, and gaming.
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