Not all of our intelligence is artificial: meet the Caravelo trainers

In 2018 chatbots have become commonplace. Their ubiquity underlines just how easy it is for automated agents to enable greater customer service and retailing. The AI behind bots is open to everyone and the difference that exists between good bots and not so good bots is not the machine learning, but the thought models and training that are behind it.

Here at Caravelo we have a great team of bot trainers whose job it is to take the ambition of our customers and bring it to life in conversation form.

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Things change at 30

Like many small businesses that have moved from start up through to real enterprise, we have experienced the realization that what we knew to be true as a small team doesn’t always remain as you grow.

We’ve talked before about how critical hiring is to ensuring growth happens in the right way, but in the last 6 months, with Caravelo growing to over 30 team members, as a leadership team we have had to recognize quickly that nothing will be the same again. Whilst its exciting welcoming new faces (Iina, Bruno, Marion, Ana and David - welcome!) to the Caravelo team it's been daunting too.  

These are some of the key realizations we are making and how are trying to ensure that we adjust as we grow.

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The future rise of the digital HR assistant

By 2037, the airline industry is forecast to grow to over 60,000 aircraft. This will drive the need for about 1 million additional flight crew. A great many will be new entrants to the world of work, millennials and Gen Z whose expectations of how they are engaged as a workforce is purely through digital channels.

The administrative burden and complexity of just the addition in flight crew will need to be met via technology to protect margins and meet their expectations.

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It’s not about Chatbot vs. Live Chat: successful customer service blends the two

We read a paper recently that claimed that the new frontier of customer service will be delivered by chatbots replacing the concept of live chat.

We disagree. As chatbot builders, having successfully launched 6 bots to the industry, we know that a bot only approach to customer service is doomed to fail. We know too that companies that utilize bot technology as a compliment to its service agents create a strong interlined team of digital and human.

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Avoiding growing pains: getting hiring right as a startup

Hiring is hard. At Caravelo, we are growing fast and our hiring ethos is evolving just as quickly. Part of that is ensuring that as the demands on our existing team increase we don't become overburdened by the process, or worse, make mistakes that will impact us negatively in the near future.

So if you are a startup looking to ratchet up your workforce, whatever they might be doing, here are our principals and how they apply to us, for growing without pain.

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