The order that began the dive down the rabbit hole

The secret to getting Amazon’s best customer service

There’s a classic tech industry joke. A jet is lost in dense fog and low on fuel. The pilot, desperate to get his bearings, winds up circling an IBM skyscraper. “Where am I?” he shouts to the white-shirted nerds inside. They grab calculators, computers and furiously get to work, finally providing what they consider the… Read More


Expedia dials up virtual agent to assist with customer service

You may have already encountered Jenn, the friendly virtual travel agent who answers questions about everything from mileage plans to flight reservations on Alaska Airlines’ Web site. Now, that same technology — developed by a small startup in Spokane — will be coming to the pages of Expedia this fall. “The virtual agent will be… Read More