Why Automation Is Customer Support’s Superpower

Posted by Alyssa Verzino on Jan 16, 2019 12:30:00 PM

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In an advancing digital-first world, customer support’s business imperative is a tough one: deliver customer satisfaction that can scale across thousands or millions of interactions at significantly lower cost. Trying to achieve this with a “business as usual” approach won’t work. But by unleashing AI and automation in their businesses, customer support executives can actually deliver on this.

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Topics: AI, automation, Customer Support

How Adopting AI Differs from Adopting SaaS

Posted by Alyssa Verzino on Jan 10, 2019 1:00:00 PM

Most businesses in operation today have notable and significant track records of successfully adopting Software-as-a-Service (SaaS) solutions, but too many of those same companies try to apply the SaaS implementation playbook to artificial intelligence solutions. That's a bad idea.

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Topics: AI

How Buying AI Differs from Buying SaaS

Posted by Alyssa Verzino on Jan 8, 2019 3:25:25 PM

Many pundits suggest that artificial intelligence solutions will soon occupy the same place in business technology as Software-as-a-Service (SaaS) applications do today -- but most fail to note that the process of buying AI is very different from buying SaaS.

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Topics: AI

Why Data Annotation is the Secret to AI Success

Posted by Alyssa Verzino on Dec 21, 2018 10:00:00 AM

Artificial intelligence, much like human intelligence, is only as good as the education it receives. That's why training data -- the information used to "teach" deep learning algorithms how to perform complex tasks -- is key to AI success.

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Topics: AI

How AI Can Super Charge Your Customer Support Team

Posted by Alyssa Verzino on Dec 12, 2018 10:30:00 AM


Customer support representatives have a challenging job that sometimes requires superhuman patience, speed, and product knowledge to handle -- to the point that many support teams struggle to close calls at an efficient rate.

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Topics: Customer Support, AI

Why AI Won't Be Awesome on Day One (But Will Go Beyond Awesome Later)

Posted by Alyssa Verzino on Dec 7, 2018 2:59:28 PM

The phrase "artificial intelligence is like lily pads in a pond" sounds like a really bad Zen koan, but it is an important concept for properly setting expectations with modern AI solutions. If you expect your business AI solution to be awesome on Day 1, you're setting yourself up for disappointment and, possibly, failure. The lily pads explain why.

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Topics: AI, future of ai

Don't Let "FOMAI" Fuel Your Artificial Intelligence Strategy

Posted by Alyssa Verzino on Nov 26, 2018 2:47:12 PM

One of the contributing factors to social media addiction is FOMO, or fear of missing out. It's an unhealthy condition wherein smartphone users constantly check their notifications for fear they are being left out of rewarding social situations. It is a terrible reason to use -- or not use -- your smartphone or social media.

Unfortunately, a similar mal-adaptation is driving the artificial intelligence strategy at many businesses. They have FOMAI, fear of missing artificial intelligence.

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Topics: AI, knowledge management, Bots, Artificial Intelligence

Talking Machines' Host Katherine Gorman on the Mistaken Perception of "Magic AI"

Posted by Alyssa Verzino on Nov 21, 2018 10:01:00 AM

AI is absolutely NOT magic. At least, that’s what Katherine Gorman has to say about it on AI at Work. Katherine hosts Talking Machines, a popular AI podcast that serves as your window into the world of machine learning through conversations with experts in the field, and discussions of industry news. Check out her insightful advice to business leaders getting started with AI. Katherine addresses how much AI seems like "magic" saying, 

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Topics: AI, Artificial Intelligence, AI at Work

Stop Searching for Information and Start Using AI to Get Answers

Posted by Juliette Kopecky on Nov 5, 2018 3:00:00 PM

One question that we often hear is, “How is Q&A in Talla different than search?” While both are ways of finding information that you’re looking for, Q&A gives users a specific answer to their question, whereas search provides a list of possible places that your answer might be. Search makes you do the work of finding the answer by digging through the results. Ask yourself: Would you rather have the treasure in front of you or a handful of maps that might lead to it? 

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Topics: knowledge base, Customer Support, AI, Q&A

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

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