COVID-19 and the privacy problem

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Coronavirus tracing apps, temperature sensing drones, phone apps to monitor social distancing, tech giants sharing smartphone location and mobility data - the COVID-19 pandemic is revealing the many ways technology and data can be used to protect human health. But at what cost to privacy?

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Contact tracing has a UX problem

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Contact tracing might be great in theory, but it doesn’t take into account the behavior of real human users, writes Dashlane CEO Emmanuel Schalit. You’ve probably heard the term “contact tracing”—perhaps in an argument about whether or not we should let the government use our phones as tracking devices to identify and isolate people infected with COVID-19. Read Full Story

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These transparent face masks could make our interactions a little less awkward

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Face masks will be here for a while. One company is trying to make them more humane. If you’re looking for a face mask, options abound. But whether it’s leopard print, splashed with your team’s logo, or the standard blue medical variety, all of these opaque masks have one problem in common: they cover half of your facial expressions. They’re challenging for the deaf community , not great for babies’ development , and can be dehumanizing. Read Full Story

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How to improve communication with coworkers during social distancing

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In this era of physical distancing, social cues are limited. Here’s how to maintain—or even improve—relationships with your coworkers during this tough time. This morning, I realized that it has been several days since I was in a room with another human being besides my wife. I see other people in the Hollywood Squares format that is Zoom. I hear them on the speaker of my phone. I see pictures on social media. But, actual people have become an abstraction. Read Full Story

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House cleaning can protect you from coronavirus. Here’s how the CDC says to do it right

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Here are a few tips for keeping your home from being infectious in the age of the coronavirus. The CDC released some rather intense housecleaning guidelines that, if enacted, might consume all of your time. (“Clean surfaces using soap and water . . . tables, door knobs, light switches, countertops, handles, desks, phones, keyboards, toilets, faucets, sinks, etc.” Also, clean all rugs.) You see the problem. Here’s what to do: Read Full Story

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The pandemic is changing how human beings think about status

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During lockdown, the rich and famous look less heroic than scientists, medical experts, front-line workers, and folks who just have a little tech savvy. Do you have a freezer ? How about a well-stocked bookshelf ? What kind of mask and gloves do you have? Do you know how to hack a website to get priority delivery slots? How fast is your internet ? The answers to these questions may say a lot about your status during lockdown. Read Full Story

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How Natural Language Processing (NLP) is helping call centers get smart

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30-second summary: Natural Language Processing (NLP) are helping improve workplace efficiency and decrease human capital costs. They are used across a wide range of sectors for both inbound and outbound calls. A n auto attendant can rank and prioritize calls based on urgency. This will occur based around a set of rules established by the call center regarding how calls should be routed. Banks often use NLP’s abilities to answer FAQs for their phone calls – customers provide their questions and based on their response are given a set of canned answers. Once customers voice their concerns, NLP software is able to quickly provide a set of solutions. This cuts down time agents would have spent researching answers, and allows for faster and better service. To create a more personalized experience, NLP technology can be used for call record data analysis in relation to customers. Large numbers of telephone calls …

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The rise of the AI-automated enterprise

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30-second summary: As part of ClickZ’s AI in Marketing Summit 2020, Brian Solis, digital analyst, speaker, and author, shared his insight into the AI-automated enterprise and it’s role in a post-COVID-19 world. AI can help humans make better decisions, and the post-COVID-19 environment is hastening the shift towards automation to improve marketing, CX, and business processes. Solis reviews the changing behaviors of consumers BC (Before-COVID-19) and AD (after disruption) and provides some critical advice for brands who must adapt in order to survive and thrive. Digital is driving the AD economy, demonstrated by an increase in online/mobile shopping, the use of mobile devices, and a reluctance to shop in physical stores and a strong preference to shop for and purchase products online. As part of ClickZ’s AI in Marketing Summit 2020 , Brian Solis, digital analyst, speaker, and author, gave a keynote where he shared some of his thoughts on …

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