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No laughing matter: Is there room for humor in Customer Service?

On April 1st, 1978, the staff at Saturday Review huddled for their usual editorial meeting, awaiting the galley proofs of that week’s magazine....

13 major Artificial Intelligence trends to watch for in 2019

Artificial Intelligence (AI) has the peculiar ability to simultaneously amaze, enthrall, leave us gasping and intimidate. The possibilities of AI are innumerable and...

Translating without an original: a literary scandal as big as The Beatles

No second chances.These three words serve as a translator’s koan. They loom largest in the minds of literary translators, who set out to...

Coding as conversations: Pair programming

Coding as conversations: Pair programming January 26, 2019 tags: programming Recently, I saw Aatish Bhatia share...

Quantum Narratives

The rise and fall of crypto narratives I’ve paired a song with this article because I think it fits the feel...

From Abacus to Zendesk: Customer Service through the ages

Once upon a time, there was a man named Nanni. One day, he bought copper from another man called Ea-nasir. The transaction didn’t...

The bots we’re looking for: experimenting with conversational journalism

Even for June, it was a surprisingly warm afternoon when we met John Keefe, in Lisbon’s Terreiro do Paço. He was wearing a...

Does not compute: Why machines aren’t funny

We all know what it’s like to tell a joke that dies horribly.Right now, across the world, from workplaces to wedding receptions, there...

Reviews, reviewed: the great ratings hoax

It’s 102 minutes of nothing interesting happening AT ALL. What happens in this movie? Is there anything interesting happening at all that anybody...

How languages die: 3 dead languages and what they can teach us

Languages survive fires, floods, droughts, famines and wars.But then, sometimes, they die.Which means that before they do, they must be living. We might...

Peak season in Customer Service: A nightmare before Christmas

On a scale of 1 to 10, how much do you like Christmas? I personally love everything about it: the lights, the food,...

Can AI fix fake news?

Bat-winged humanoids, blue-skinned goats, bipedal tailless beavers, a temple made of sapphire — these were some of the sights witnessed by Sir John...

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