Turbotodd

Ruminations on tech, the digital media, and some golf thrown in for good measure.

Archive for the ‘messaging’ Category

The Ghost Chatters

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The British sigint intelligence GCHQ is listening, and apparently they want to listen some more.

Potentially, to your encrypted chats.

So a group of 47 companies and institutions have come out firmly against a proposal by the G-men to eavesdrop on encrypted messages.

In an open letter that was published on Lawfare, The Verge writes, “the companies say that the plans would undermine security, threaten trust in encrypted messaging services, and ultimately endanger citizens’ right to privacy and free expression.”

The proposal from GCHQ was first published last November as part of a series of essays, and does not necessarily reflect a legislative agenda from the intelligence agency at this point. In the essay, two senior British intelligence officials argue that law enforcement should be added as a “ghost” participant in every encrypted messaging conversation.

So basically, intelligence firms would be CCed on your encrypted messages without any of the chatters knowing there was a “ghost” in the chat.

I foresee a full-on battle royale over privacy and encryption vs. national security and eavesdropping headed our way, on both sides of the Atlantic.

Be really interesting to see how this plays out for Facebook, which owns leading encrypted messaging firm WhatsApp and Facebook Messenger (both of which would be likely targets for the ghost chatters), just as Mark Zuckerberg attempts to pivot Facebook towards a more private messaging-oriented firm (I remain skeptical there’s a viable business model there, and certainly not one nearly as robust as the one that maximizes the exploitation of user data for advertisers).

Written by turbotodd

May 30, 2019 at 11:06 am

Send A Telegram

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Happy Monday.

There’s been no end of excitement here in Austin the past few weeks.

First, we had a good ten days of SXSW. Then this weekend an apparently very exciting Indy Race.

And this week, the WGC returns to Austin Country Club for the Dell Technologies Match Play golf tournament.

It’s enough to make one want to send a telegram.

And BleekingComputer is reporting that one can do just that, with more privacy capability than ever, with the new and improved Telegram app.

Telegram announced today they have had added a feature that allows users to delete any message in a one-on-one chat and have ti be removed from both chat user’s devices.

This builds on the initial “unsend” feature which allowed users to remove any message they’d sent within the last 48 hours fromm both devices.

“Today, we are giving hundreds of millions of users complete control of any private conversation they have ever had,” Telegram stated in a blog post. “You can now choose to delete any message you have sent or received from both sides in any private chat. The messages will disappear for both you and the other person – without leaving a trace.”

I would imagine this feature will be very popular with journalists, whistleblowers, and human rights activists everywhere.

Written by turbotodd

March 25, 2019 at 11:46 am

Posted in 2019, messaging, privacy

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A Snap Investment

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Happy Hump Day.

Chinese Internet firm Tencent has taken a roughly ten percent stake in the popular messaging app, Snap, according to a report by CNBC.

Tencent runs the WeChat messaging app, as well as online payment platforms and games.

Snap shares took a beating yesterday afternoon to the tune of 20 percent in after hours trading after reporting average revenue per user was up 39 percent YOY, but failing to meet Wall Street estimates.

Tencent is one of largest Internet companies in the world, featuring a variety of services that include social networking, e-commerce, mobile games, multiplayer online games, as well as it’s well-known instant messenger Tencent QQ.

Its WeChat mobile messaging service has over 1 billion monthly active users and is known as China’s “App for Everything,” including instant messaging, commerce, and payment services.

Written by turbotodd

November 8, 2017 at 8:55 am

Posted in 2017, china, messaging, snapchat

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LivePerson, IBM Watson Offer Combined Platform For AI, Bots To Advance Customer Care

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LivePerson, Inc., a leading provider of cloud mobile and online business messaging solutions, and IBM have announced LiveEngage with Watson, the first global, enterprise-scale, out-of-the-box integration of Watson-powered bots with human agents.

The new offering combines IBM’s Watson Virtual Agent technology with LivePerson’s LiveEngage platform, allowing brands to rapidly and easily deploy conversational bots that get smarter with each interaction, and lets consumers message those brands from their smartphone — via the brand’s app, SMS, Facebook Messenger, or even the brand’s mobile site — instead of having to call an 800 number.

The customer care sector has lagged behind consumers in terms of technology adoption, still requiring most interactions to be conducted by analog voice call. In fact, customers make more than 270 billion phone calls to customer support lines each year.

This legacy approach has not kept pace with the consumer move to smartphones and messaging apps, now the dominant way consumers communicate digitally. Forrester’s 2017 Customer Service Trends report revealed that “Customers of all ages are moving away from using the phone to using self-service — web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots — as a first point of contact with a company” and, according to Dimension Data, while there has been a 12 percent decline in phone volume, there has been growth in every digital channel.

LiveEngage with Watson helps meet that demand – allowing consumers to message large brands from their smartphones and instantly get answers from AI-powered bots, with human care representatives brought in seamlessly, in real-time, if a bot is not able to resolve an issue satisfactorily.

The move will help enable millions of consumers to avoid the frustrating experience of legacy, voice-based customer support, which requires them to dial an 800 number, wait on hold, then talk to an agent, and often multiple agents over multiple phone calls.

LiveEngage with Watson gives brands the ability to customize bots based on their own unique corpuses of data — from product manuals to customer service guidelines — creating a personalized interaction that can be up and running as quickly as in a few days. These bots can be informational, personalized, and transactional — quickly addressing the most commonly raised customer service issues such as taking bill payments and finding contact information — while bringing in human expertise when necessary to drive effective customer engagement.

“Providing customer care over 800 numbers is not just extremely costly — it is a poor and antiquated experience for consumers,” says Robert LoCascio, founder and CEO of LivePerson. “Nobody likes waiting on hold. This partnership between IBM and LivePerson marries the technology and services to solve the problem at scale. We’re working with top brands in the telecoms and banking space right now to get this done, moving customer care away from costly, analog voice calls with frustrating hold times and toward consumer-friendly mobile messaging. We’re thrilled to form this partnership. No other company but IBM brings this sophistication of cognitive technology and breadth of supporting consulting and implementation services.”

As business decisions continue to be made with the help of AI, customer care will be no different. IBM Global Business Services, the company’s consulting unit, is providing a set of strategy and implementation services to help companies integrate LiveEngage with Watson as part of their broader business transformation.

By building experiences that learn, and adapt, into core processes, companies can deliver better engagement with customers. Together with LivePerson, IBM plans to operate a Cognitive Care Center of Excellence to help enable brands to drive this change at scale. 

You can learn more about IBM Watson here.

Written by turbotodd

June 15, 2017 at 3:31 pm

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