Alyssa Verzino

Recent Posts

How Spotify Uses Machine Learning To Bring Listeners The Right Music

Posted by Alyssa Verzino on Nov 13, 2018 12:45:00 PM

Spotify brings you “the right music for every moment,” and thanks to machine learning, they do it well. There are over 180 million active users on Spotify. And, with over 83 million paid subscribers, Spotify’s share of the streaming market is 40% (and growing). How do they do it? On AI at Work, Spotify’s Machine Learning Leader, David Murgatroyd, shared stories and lessons they have learned.

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Topics: machine learning

Learning How AI Works from AlphaGo

Posted by Alyssa Verzino on Nov 8, 2018 12:11:00 PM

When the average consumer sees headlines like DeepMind's AlphaGo AI becoming the most formidable Go player in the world, they often wrongly conclude that all artificial intelligence solutions are as dominant in their respective fields, and that they achieve that dominance almost immediately.

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5 Ways AI Can Improve Your Customer Support

Posted by Alyssa Verzino on Nov 1, 2018 1:05:00 AM

Customer support is one of the most challenging, time-consuming, and costly aspects of any business, but artificial intelligence software can help make your customer support team more efficient. Below are five steps in your tech support workflow that AI can speed up, simplify, or streamline.

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Topics: Customer Support, Artificial Intelligence, Bots

What 5 Kinds of "Bad Bot" Stories Can Teach Us About Managing AI

Posted by Alyssa Verzino on Oct 30, 2018 10:35:00 AM

Artificial intelligence technology has matured to the point you can entrust AI bots to handle many customer service functions, but new AI tech means new AI bugs that many organizations have never seen before. Below are some of the most famous cases of "good bots gone bad" and the underlying bugs you need to prepare for when AI takes the reins of your customer interactions.

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Topics: Bots

How Automating Away Someone’s Job Drove Erin Winick to Study the Future of Work

Posted by Alyssa Verzino on Oct 25, 2018 2:59:29 PM


You’ve likely heard the saying, “Change is the only constant.” This is certainly true for the world of work today. The future of work is a topic that gets a lot of attention in the mainstream media, specifically around negative scenarios and the dangerous idea of us all ending up jobless as technology takes over. 

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Topics: Future of Work

Equip Your Sales Team with Fast, Accurate Information to Close More Deals

Posted by Alyssa Verzino on Oct 25, 2018 10:31:01 AM


Every time a sales representative responds to a prospect with the words "I don't know," your knowledge base has failed. While most knowledge base solutions aren't designed to explicitly support sales teams, there are still steps you can take to optimize your knowledge base content for sales success.

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Topics: Sales, sales enablement, knowledge base, knowledge management

Don’t Stop Learning: The Top 4 Tips on Learning About AI from HubSpot’s Former Chief People Person

Posted by Alyssa Verzino on Oct 24, 2018 3:58:10 PM


“You have to approach technology as: How does it benefit someone’s day? You’re trying to save them time or money or improve their general outlook on their customers. How do you take AI and make processes better, make the information better, make the workflows better?” -- Jim O’Neill

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Topics: AI

Prevent Losing Customers: Support Your Customer Support Team.

Posted by Alyssa Verzino on Oct 24, 2018 10:29:58 AM

A properly organized and implemented knowledge base makes your customer support teams more effective and efficient by shortening the time it takes to solve customer problems. With quick, easy access to accurate technical and procedural documentation, your support team can close help tickets faster, improve customer satisfaction, and decrease customer churn.

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Topics: Customer Support, knowledge base, knowledge management

Don’t Fall Behind: 5 Key Things You Need to Understand About Business and AI

Posted by Alyssa Verzino on Oct 18, 2018 3:42:25 PM

We interviewed Brendan Kohler on AI at Work, Co-founder and CTO at Sentenai and Co-founder at Hyperplane Venture Capital, an AI-focused venture capital fund. He had some great advice for business leaders on the laws of business and AI, here’s your cheat sheet.

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Welcome to the Age of the Customer. Are your support teams prepared?

Posted by Alyssa Verzino on Oct 11, 2018 3:02:44 PM

We live in the age of the customer; quality of product alone no longer determines success. Customers have endless options. Now more than ever, it’s the customer experience that is the ultimate differentiator with the power to make or break a business.

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Topics: Customer Support, AI

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