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Voice – The Next UI

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Voice - The Next UI

(Co-authored by Ms. Aparna Pallavi, Head Digital Banking, 3i Infotech; Mr. Sanjay Pathak, Head Healthcare and Insurance Solutions, 3i Infotech; Mr. Meghashyam Simha, Head – Mobility & Automation, 3i Infotech)

Voice technology is gaining mainstream acceptance thanks to the new voice based devices from the leading companies like Amazon, Google. Simultaneously Artificial Intelligence (AI) is becoming more efficient in identifying user intents. Many industries are experimenting with the devices and AI powered abstraction layers to identify areas that they exploit to deliver superior customer experience.

According to Google, 20% of the searches are already by voice and they expect this to increase to 50% by 2020.

Quantum leap in voice accuracy is another trend that is seen by the technology analysts over the last couple of years. The fast adoption of the voice activated devices is helping industries on a faster learning curve for the devices and accuracy. From the users perspective, at least 2 in 5 users say that voice activated devices are essential to their lives.

Some of the industries that are dabbling with this technology are retail, banking and financial services, insurance and healthcare. It is also predicted that soon industries will be looking at voice first strategies.

Banking & Financial Services:

Voice is the new channel banks are exploring to add to the plethora of channels. Why conversational banking now? Aside from the trends pushing banks towards this new channel, banks are always on a quest to make their services and offerings more and more personalised. The next question everyone is faced with is how they can go about introducing this channel. This requires good understanding of their customers and how well their staff is trained to handle introduction of this new technology.

The smart speakers (Ex: Echo, Google Home, Apple Home pod) are being used as effective marketing channels in many industries. The starting point for banks can also be this, where skills or services are offered either via the smart speakers or voice assistant embedded in existing bank apps to deliver relevant information to the customers. This would help in keeping the customers more engaged with the bank, and progressively the voice skills can be evolved to handle more complex processes.

Today banks are expected to play the role of someone who takes care of the financial well-being of their customers. Personal financial management (PFM) is the way banks are keeping their customers engaged. Many see PFM as digital banking. The channel for this need not necessarily be restricted to portal, web or tablet, and this can be further extended to new channels like voice. This allows banks to start giving tips or education that is valuable and relevant to keep the customers more engaged with the bank and ultimately drive them towards more profitable actions.

Insurance & Healthcare:

One of the biggest challenge Insurance industry has been facing globally is how to make consumers better understand the products they offer. This is why the prime channel to sell these policies today is via agents. But as we all know this channel has its own limitations from availability, time bound, limited access and finally knowledge of agent himself. With advent of smart voice assistant services using smart speaker industry can sure put this concern to rest, if done right. Voice being most natural & common media to communicate, this channel can provide the required learning right at the time required. Like when buying a policy, consumers can be educated of policy coverage or during a claims servicing phase, the process can be explained easily and various liabilities etc. explained as requested by consumers. The voice as a channel provides ease of use for day to day transaction. The overall experience from this channel can be more than other channels combined.

Another good use of this channel would be in Healthcare industry which will benefit both consumers and providers side. While consumers benefit from ease of use from added channel the provider side can achieve excellence not only on the clinical aspects but also save lot of time they spend after each consultancy. A virtual voice assistance can help patient check-in and can assist doctor look up past medical records and test results.

One of the biggest concern/risk in Healthcare Industry for adoption of this channel will be privacy. The adoption strategy should weigh out these risks and leverage technology and standard operating procedures (SOP) to mitigate them.

Key KPI’s:

One of the success criteria of this channel depends on how well corporates/organizations are able to create a dialogue for its customers, where the system is able to respond in context to the customers. Final aim should be to pass the Turing test via this channel. This should only be an aim and not a limiting factor to open this channel up for their customers.

Security is another criteria that would determine the adoption of this channel. As a rule of thumb all the security protocols that apply to the other channels used by the bank would have to be built-in to the voice channel as well.

Finally the new channels should seamlessly integrate with all the other channels, so customers have an Omni-channel experience. Organizations have created this experience with their existing channels. The new channel should just be an extension to this experience.

Technology Adoption:

For an organization convinced about the business case of using voice as a channel, can begin with the development of a “voice application” targeting any smart speakers.

Application development can be done on platforms like AWS Lambda/ DialogFlow, which support code written in Node.js (JavaScript), Python, Java (Java 8 compatible), C# (.NET Core), Go, etc. Organizations IT team can decide the right technology in line with their technology stack.

The “voice application” needs to interface with the backend systems, especially the core platform in order to fetch the right response to users’ queries.

However, in the absence of any UI, the approach to authenticate a user becomes crucial, but can be decided based on the organizations policies followed in web portal & mobile app. In most cases, multi-factor authentication would be enough to comply with the security policies.

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First of a kind Virtual Coffee Machine app with social meeting moments to support workforce wellbeing in a remote workplace

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First of a kind Virtual Coffee Machine app with social meeting moments to support workforce wellbeing in a remote workplace 1

Powell Software’s first in a series of wellbeing technology innovations help remote employees socially connect with colleagues and keep the workplace culture alive

As the third UK lockdown continues and many countries worldwide face severe restrictions, Powell Software, a global organisation creating digital solutions and tools for the digital workplace, has launched the first of its kind Virtual Coffee Machine, an application within Microsoft Teams to ensure employees stay better connected, positively engaged and take regular breaks while working from home.

With employee wellbeing at the top of the global workforce agenda for 2021, Powell’s Virtual Coffee Machine app positively connects employees through virtual chats to maintain a culture of togetherness, even when apart.

Replacing the absence of the in-person coffee catch up, HR can swiftly set up a Virtual Coffee Machine break within any Teams channel, encouraging employees to take regular short breaks while inspiring networking and socialising between colleagues.

Matthieu Silbermann, Chief Product Officer at Powell Software said: “The effects of the Pandemic have reshaped the Digital Workplace and research has found that three quarters of employers intend to shift some employees to remote work permanently. However, with one in five remote employees naming loneliness as their top complaint regarding work from home, reinforcing togetherness needs to be a top priority.”

Take a virtual coffee

HR can set up a Virtual Coffee Machine meeting within any Teams channel defining time, frequency and date, and number of people. The app then uses an algorithm that collects data from employees registered in Powell Teams, automatically comparing outlook calendars and generating meeting invites based on the criteria of the meeting. For example, if the Virtual Coffee Machine meeting criteria was set at a maximum of five people and ten people are available to join then two meeting invitations would be sent.

Virtual Coffee Machine consciously avoids one to one or full team meetings, focusing on creating intimate, short social breaks where employees can take time out to engage with colleagues in a positive digital space.  Colleagues can also ‘travel’ to differently located virtual offices across their organisation to meet colleagues for a coffee break in different virtual buildings.

Employees are unaware of who else will join the group until the event, to encourage different team members to meet, chat and get to know each other. The app automatically books an agenda and also suggests ice breakers like ‘what was the last film you saw or book’?

If a team member does not want to or cannot join a Virtual Coffee Meeting, they simply decline the meeting invitation.

Silbermann continues: “Powell Software is passionate about connecting employees to their organisation and to each other, ensuring that they have a positive and stimulating experience at work, every day. Remote workers need to be connected, they need to feel part of the company, the culture and feel able to socialise in the hybrid or remote workplace.

“Powell’s new Virtual Coffee Machine app is all about the employee. We all miss the little social moments at the office, whether they be at the coffee machine or the cold water fountain. Coffee Machine allows us to progressively see our workplaces positively come to life again in a virtual way, promoting connectivity, collaboration and employee wellbeing. It’s part of a bigger goal and series of initiatives to bring the virtual building to life.”

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Top 5 Ways To Lose Your Video Files

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Most Video Content Created in the Summer Months, Finds Veritas Research

There are lots of reasons why you can lose video files in your system or device. While some of these problems are avoidable, others are inevitable. Simply put, it is only a matter of time before the latter problems will be experienced. The major challenge is that most people don’t understand why their video files are either missing, damaged or deleted.

Are you amongst those mentioned above? Do you always ask why a video file can get lost, deleted or damaged? Don’t waste time to rack your brain on a such topic/matter. This is because you have come to the right place. This well-researched blog will provide you all the top reasons why you are losing your video files. Before thinking about which video recovery software to start using, it is recommended you know why files are getting lost in your system.

Power outage

This is a common problem that is responsible for loss of data. However, most people are yet to discover it. Have you ever noticed any situation whereby there is sudden power outage in your system? Simply put, your system suddenly shuts down. In such case, applications and other files (photos, videos, audios and doc) will be closed without any prior warning. The implication of this is that your video files are likely to get damaged.

Top 5 Ways To Lose Your Video Files 2

You may want to argue that systems come with batteries. Therefore, there will not be a problem of power shut down. This is not true in any way as power shut down can happen due to some reasons. It could even be that your system is malfunctioning. Even when your video files are not damaged through such incident, there is every chance that your hard drive will be adversely affected.

Faulty hard drive

If your hard drive is damaged due to one reason or another, there is every chance that your video files will be lost, damaged or deleted. Most of the cases related to data losses can be traced to malfunctioning hard drive. In case you don’t know, hard drives are very fragile. They can easily become faulty because of poor handling. If your hard drive crashes, it is recommended you find out what must have led to such problem. Trying to use a data recovery tool without knowing the root cause of the problem won’t do any good.

There are numerous factors responsible for a faulty hard drive. These could be hot system, frequent crashing, constant freezing, slow processing speed, booting up issues. The longer you ignore these problems; that is how your hard drive will be further damaged. This will in turn lead to loss of video files.

Human error

The truth is that as humans, we are always bound to make mistakes. These could sometimes prove very costly since they can bring about loss of video files. There are cases when important business files have been deleted mistakenly in the past. Human errors are very common. They can bring about formatting of hard drive, data loss and repair of system.

The only way to avoid this problem is to ensure you understand files to be deleted or retained. Most people don’t read messages displayed in dialogue boxes before clicking on “Delete” buttons. This is an easy way to delete important video files without knowing.

Computer viruses

Computer virus is one of the major reasons why people lose video files. Just as the digital world is becoming increasingly popular, viruses and malware are also waxing stronger. One of the most notable causes is when you begin to explore unsecured websites. It can also happen when corrupt files are downloaded and installed in your system.

When your system has been compromised by viruses and malware, there is a very high chance of losing vital files like doc, videos, audios and photos. You will try to open these files but they won’t respond. The best way to overcome this problem is using anti-virus software. This will help to monitor your browsing habit online.

Hard drive formatting

This happens to be another major cause of data loss. Most people format their hard drive without backing up vital files. In the end, these files are lost. Without the help of a paid or free recovery software, you may struggle to get back such data.

It is recommended that you backup important video files before initiating such a process. There are lots of ways to do this. For instance, you can use an external hard drive or even store such files online. This will save you the stress of spending unnecessarily on a data recovery software.

Final words

When it comes to losing your video files, there are lots of reasons which could be responsible for such problem. The tips shared above can help you to a great extent. All you have to do is ensure they are avoided.

 

This is a Sponsored Feature.

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BNP Paribas joins forces with Orange Business Services to deploy SD-WAN for 1,800 retail sites in France

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  • Co-construction approach ensures business continuity during deployment

BNP Paribas has chosen Orange Business Services to deploy an SD-WAN solution in more than 1,800 bank branches across France. Focused on developing and integrating new digital solutions, BNP Paribas continues to provide the highest standards to improve user experience for customers and employees alike.

By integrating Flexible SD-WAN from Orange Business Services, BNP Paribas benefits from a modern and agile technological platform to accelerate its digital transformation. This enables quick and easy deployment of multiple services, such as dynamic routing and path selection, with scalability and flexibility. It also empowers administrators to monitor infrastructure performance and resolve potential network congestion through simple software modifications, thereby optimizing application performance. By deploying SD-WAN, BNP Paribas can take advantage of a fully secure hybrid network that is natively multi-cloud, multi-access and multi-application. The Bank will also benefit from optimized and centralized management and intelligent routing for its new infrastructure.

Close collaboration between business and IT for greater agility

From the start of the project, experts from Orange Business Services and BNP Paribas built the solution design together and prioritized the features to be deployed. More than 3,600 access lines—two per branch, including one Internet access line – are currently being rolled out with a focus on maintaining business continuity for each site during the migration. In addition to the SD-WAN overlay, firewalls for enhanced security are also part of this deployment.

“It was paramount for us to choose a partner who already had proven experience implementing and operating SD-WAN solutions. Orange Business Services stood out as this trusted partner. In addition to their IT expertise, the Orange teams demonstrated a great ability to understand our business challenges, and they knew what needed to be done to support our end-to-end digital transformation. This close collaboration between our teams from the very beginning of the project was one of the keys to its success and to a smooth roll out,” said Bernard Gavgani, Chief Information Officer at BNP Paribas Group.

“We are delighted to support BNP Paribas in their transformation program and deploy the first large-scale SD-WAN project in the retail banking industry for the French market. An indepth understanding of our customers’ business needs is essential to co-develop customized and innovative solutions. Orange Business Services will continue to accompany BNP Paribas’ central and local teams to learn and develop their SD-WAN skills,” said Nadine Foulon-Belkacémi, Executive Vice President, French Major Clients at Orange Business Services.

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