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Walter Pinson

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Automated Customer Service: Nike just stole my heart!??!

I can’t believe that I’m writing this.  But I have to give credit where credit is due.  I just called to check on an order that I placed with Nike.com a while ago that hasn’t yet been delivered.  My first reaction to the automated voice response was a negative one.  I hate those things.  Normally, I try to press zero to quickly get to a human being.  However, this one caught me off guard.

Her voice was pleasant.  She sounded young and beautiful and hip.  She spoke in a cadence and used phrases that sounded distinctly human.  On top of that, she quickly got me the information that I needed and resolved my issue.

I don’t know what her name is, but I think I love her. ;-)

Nike is on to something.  They have obviously invested a ton of money into this system.  For they are doing customer service with robots but the experience delivered is quite human.  Good job, Nike!

Is this an industry trend or is this a Nike differentiator?  I’ll have to do some research on that one.  Feedback welcomed…

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Walter Pinson is the Chief Software Architect at SMBLive; whose IAmFound social marketing platform helps SMBs (small and medium-sized businesses) get discovered online and generate inbound sales leads. In his role as CSA, Walter manages a globally distributed product development group and has SaaS products deployed at major telecommunications channel partners in the US, UK, Switzerland, Canada, and Mexico. Additionally, Walter is a co-founder and principal of Pinson3 Systems; a boutique software engineering concern serving the intelligence and defense sectors with solutions ranging from enterprise web-based multi-modal biometric analysis systems to information warfare training systems. Prior to his role at SMBLive and founding Pinson3 Systems, Walter was a Senior Strategy Consultant with Microsoft focused on SaaS, SOA, and .NET adoption in the telecommunications sector. Walter has published articles for Cloud Computing Journal, is a member of ACM and IEEE, and currently has one patent pending. He holds a bachelor's degree in computer science from The Volgenau School of Information Technology and Engineering at George Mason University, where he focused on distributed and parallel computing. Walter is currently working on his MBA at the GMU School of Management.