Sep

Is Anonymity the Future of the Internet?

Right now we're in a world that sees  transparency as the new form of integrity. Right now we're in a world that understands that reputation is everything. Loyalty is somewhat fleeting as consumers, armoured with this incessant flow of knowledge from the web, have the ability to make swift  judgements and decisions about individuals, companies and governments, often times to the detriment of the target.

The emergence of social media has forced companies to stop hiding from behind that veil of corporate spin and address the very things that the web has thrown at them. Nothing is secret any longer. Even secrets that were once held secure behind invulnerable fortresses now have a strong probability of materializing today.

Is transparency as a norm working? Or, are the results of transparency surfacing a new order that will create yet another tier of acceptance from the masses?

"Anonymity is Authenticity"

Following the death of Rahteah Parsons, who, after being assaulted by 4 boys, was tormented relentlessly by classmates and other kids on social networks; and also following the suicide of Hannah Smith, who experienced the same torment, it's clear the internet has evolved to an era that has given free reign to voice an opinion and use like-minded affiliations to express and further spread that opinion. In these cases, anonymous profiles proliferated the incessant stream of hateful attacks that eventually wore down both girls' defences.

And while I originally argue that anonymity was a cowardice state that allowed people to be and feel comfortable being the anti-self that runs away from accountability, my stance has seen another side of this coin.

Anonymity is Safe

It becomes clear that humans, while inherently social, are discriminating of the things we disclose and to those to whom we share. 

If transparency breeds contempt, then anonymity should build acceptance

The freedom to express opinion and judgement without feeling guarded, or without fearing others linking you to a statement is indeed liberating. And while this free reign may take the form of a soapbox soliloquy or criticisms (and perhaps bullying attacks) against opposing views, there is a large segment of users who want the ability to share a secret, or have a place to vent their frustrations or challenges -- without the fear of reprisal.

Despite revelations from Snowden and the NSA that nothing on the net is private, this does not stop the wave of user adoption for applications like SnapChat, Whisper or Secret.

Here are some recent stats for Snapchat from Mashable

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I've recently downloaded Whisper and my experience has been more than liberating. It has allowed me an outlet to record my hopes, desires and more importantly, my anger and not-for-public emotions. Being judged in real life or on social takes its toll. If my reputation precedes me, then I will be discriminating about what I say in places where my content and identity are linked.

Popular opinion just doesn't matter. It's irrelevant. But I want to track progress in my life: my emotions, my dark moments, my personal observations, my milestones -- all in my own digital diary.

Why shouldn't users have the option to keep part of their identities secret and separate?

It's up to the next generation

This new medium has created is an endless volatile loop of positive and negative reinforcement. While transparency has extreme benefits, there are just as many negative consequences that have come as a result of creating this honesty within social channels. Society continues to send the wrong message to Millennials and GenZers, warning them to be more discerning and to suppress who they really are as individuals... warning them of the potential consequences should they venture down the wrong path.

How we communicate today poses tremendous issues for this younger generation. Their experiences are grounded in the fear of being vulnerable... fear of being misjudged... fear of not being accepted... fear of being punished. When the next generation grows up, it'll be up to them to shape the landscape and determine how to balance the impacts of transparency and anonymity.

Interested in reading more? Check out our other blogs:

How nmodes Intent API Improves Social Intelligence

Social media generates a vast amount of data. There are 500 million daily messages on Twitter alone. Still more data on Facebook, Google+, LinkedIn and other social networks. Some of this data is useful to businesses, in fact, it is extremely useful.

A business can use social data to generate actionable insights about customers, competitors and their company strategy. Social information empowers departments and teams, and when used correctly, creates a strong sustainable bond between businesses and their customers.

nmodes Intent API helps businesses to execute their social strategy efficiently. Here are the major elements of social strategy Intent API contributes to:

1. Listening. Intent API finds customer intent with any level of granularity. You might want to know who is looking to buy shoes in general, or looking to buy flip-flops in particular, or interested in buying only Nike footware, or interested in buying sneakers in New York region.

2. Sales and marketing.  Intent API understands what stage in the purchase process your customer is in. Intent API tells if a customer is ready to buy, or is in the awareness stage, or considering the purchase but not ready yet, and so on.

3. Social intelligence. Intent API delivers meaningful intents and behavioral information on a large scale and for all verticals. Any insights and topics, as long as somebody is conversing on this topic, are available.

4. Teams and projects. Intent API channels information to the relevant departments within the company. Sales prospects should go to sales department, complaints to customer service, brand conversations to the marketers, and technical issues to tech support.

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HOW TO MAKE A SUCCESSFUL CHATBOT (BUSINESS TIPS)


So you decided that your business needs a chatbot.

And you’ve probably heard conflicting opinions on chatbots - some praise them for the ease with which they can offer customer service, others criticize for their lack of true intelligence.

How to proceed?

At nmodes, we have been working on chatbots longer than most, starting long before they became popular.

Here is how we advise mainstream businesses to approach the chatbot quandary.




1. SET YOUR BUSINESS GOALS  

Remember that users prefer to spend less time talking to your chatbot, not more. A user wants to resolve specific issues related to your brand, not engage in a soul searching chit chat about the meaning of life, politics or sports. A user expects your chatbot to provide the answer to a particular question, and the faster the chatbot can do it the more satisfying customer experience it will create.  

All that means is that your chatbot does not need to have the capabilities of a Siri (generic conversational AI solution). Instead, it has to understand really well the conversational domains related to your business. It does not need to support much of the rest of the language.

And so you need to decide which business related topics you want your chatbot to cover and not to venture outside of these topics.

Typically chatbot topics revolve around sales process, customer support, sometimes they include lead generation, FAQs, problem resolution, and reputation management.


2. DEFINE THE DIALOGS

Chatbots are about conversations. After you have decided what kind of topics you want your chatbot to support it is time to get a bit more specific and define the dialogs. Ask yourself the following question: what do you want to achieve at the end of the chatbot’s interaction with the customer. For example, if you are dealing with the sales process, the end result could be a customer making a purchase, or a customer providing contact information for the sales team to follow up on, or  when a customer indicates what product he or she is interested in.

Build a dialog with the end result in mind.

We sometimes call this creating the conversation flow.

Of course, you can create as many conversation flows as required to support your business model.



3. DECIDE IF YOU NEED AI  

The are two types of chatbots - based on multiple choice buttons and based on natural language conversations.

Don’t discard buttons. Remember that a chabot is expected to make the user experience as enjoyable and as friendly as possible. Buttons often make conversation super easy and fun (the user simply clicks a button, what can be easier?).  In many business cases buttons provide a fast and efficient way to ask relevant questions and keep the conversation flowing towards the desired conclusion.

Using buttons also makes chatbot development simpler and reduces the development costs.

The second option is to make a chatbot support natural language conversations, in which case you will need AI.

Pick the AI solution you want to work with.

The good news is that there are several decent products in the market so you have a choice.

The not so good news is that they all are relatively complicated and require a certain level of technical knowledge.

(And you can always talk to us - we provide AI solutions that do not require any technical knowledge).



4. DECIDE IF YOU WANT TO DEVELOP YOUR CHATBOT IN HOUSE OR OUTSOURCE

Unless you want to position your business as an AI company you likely do not want to develop it on your own. There are several reasons for that.

First, AI technology is complex and its complexity if often underestimated. You will need top AI expertise and will probably need more of it than you anticipate.

Second, as Cameron Schuler recently observed, there is a significant shortage of AI experts and it will be difficult for you to find one.

Third, and perhaps most importantly, if you are a mainstream business developing in-house AI expertise is not part of your business model.

Bringing in an AI partner to help with your AI needs is a reasonable option for many businesses. Of course, the downside is additional immediate costs.  



Following the simple steps above and answering these questions will help you navigate the sophisticated world of AI, decide what kind of chatbot does your business require and how to approach the process of creating it.

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