Top 20 Articles you must read in 2023

3 min read


Marketing Automation
Marketing automation is the process of using technology to automate marketing activities. It is typically used to automate social media posting.

Zipf’s law
Zipf’s law- when we rank observations by their frequency, the frequency of a specific observation occurring is inversely proportional to its rank.

Communication model
A communication model is a pictorial representation of the communication process, ideas, thoughts, or concepts through diagrams, etc.

Experience design (XD)
Experience Design is an approach that focuses on people’s experiences to guide and drive the design and features of your products, processes, etc

Chatbots In Transactional Enquiries
Transactional chatbots can do a single task well but have difficulty providing information or doing tasks that are not related to the primary one.

Stemming is a text normalization technique used in NLP that reduces a word to its stem that affixes to suffixes and prefixes or the roots.

Transduction inference in n logic, statistical inference, and machine learning is reasoning that is derived from observed, specific (training) cases

Data Governance
Data governance is a collection of processes, roles, policies, standards, and metrics that ensure the effective and efficient use of information

Data Governance
Data governance is a collection of processes, roles, policies, standards, and metrics that ensure the effective and efficient use of information

Support Benchmarks
Support benchmarks are customer support metrics and pointers that are very important to understand and analyze the performance of a business.

Computational Intelligence
Computational Intelligence is analysing & creating flexible information processing of humans such as sensing, understanding, learning, & thinking.

Topic modeling
Topic modeling is a machine learning technique that uses quantitative algorithms to detect the key topics that your body of text revolves around.

Backpropagation is an algorithm for supervised learning of artificial neural networks using gradient descent,calculates the gradient of error backward

Decision Support System (DSS)
Decision support systems are computer programs that analyze enormous amounts of data and compile information that can be used in decision-making.

A preprocessor is a program that processes its input data to produce output that is used as input to another program like a compiler.

Knowledge extraction
Knowledge extraction is the creation of knowledge from structured (relational databases, XML) and unstructured (text, documents, images) sources.

Markov chain
A Markov chain is a mathematical system that experiences transitions from one state to another according to certain probabilistic rules.

Machine Learning
ML is the study of making machines more human-like in their behaviors and decisions by giving them the ability to develop and learn their own programs

Average Handling Time
AHT is a metric usually used in BPO’s as a performance measuring KPI. It shows us the average time a representative spends on call with a customer.

Customer advocacy
Customer advocacy is persistent, undying focus on your customers’ needs & revolves around changes in company culture with customers’ best interests




Enrica Dsouza 2
Joined: 3 months ago
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