The best customer support representatives don't just know the best answers to common questions, they know how to find any answer to any question -- and they depend on an internal knowledge base to do it. Unfortunately, too many modern knowledge base solutions let down the support reps that rely on them.
Chatbots are being sold as the artificial intelligence cure-all for every business problem under the sun -- except sales. No one seriously believes that A.I. can replace actual humans when it comes to closing the most complex (and profitable) sales deals.
Artificial intelligence is making headlines by helping companies like Google, Facebook, and Tesla sell better products, but A.I. can also help any company -- including yours -- sell products better. And it starts by empowering your sales enablement team.
We've argued before that generalized artificial intelligence is generally unprofitable (and maybe impossible), but there are some real-world examples of just how hard it can be for A.I. to get competent at even very narrow tasks. For example, you'd have no trouble asking your friend for a restaurant recommendation, but it's really difficult to teach A.I. to perform the same task well.
Everyone from Elon Musk to the late Stephen Hawking to an entire research institute are warning about the dangers of an A.I. apocalypse, where some real-life version of SkyNet or HAL 9000 will rise up to wipe out pesky human life. This is probably alarmist, not just because general artificial intelligence like we see in the movies may be impossible, but because -- for the foreseeable future -- there's no money in it.
When our demo prospects ask, "where's the A.I.?" in Talla, what they really mean is, "where is the magic that I didn't think regular software could do?" In truth, A.I. is all over Talla today, but we have plans to create a "virtual managing editor" in Talla that will feel pretty magical -- and it's coming soon.
One of the most common reactions when we demo Talla's solutions to prospects and customers is, "this is great, but where is the artificial intelligence?" The short answer is "everywhere," but we understand the confusion, so let's examine how Talla's knowledge base employs A.I. software.
In the last three decades, technology has transformed the way businesses communicate and collaborate, streamlining the processes to get crucial information from one team to another. But technology isn’t staying stagnant. The evolution of information sharing has progressed from email to chat, and is continuing to elevate internal business teams to the next level: artificially intelligent information-sharing platforms.
You’re getting buried.
Your colleagues bombard you with emails, chats, and shared folders. Initial versions of documents are lost and never found, so you’re shared on variation after variation of the same document on the same topic. Your inbox – and your mind – are overwhelmed.
You may have heard that artificial intelligence (AI) is disrupting the technological landscape nowadays, but what does that really mean? AI enhances the way your business creates internal content. When every section of your knowledge base is annotated (in other words, labeled or tagged) AI can pinpoint relevant information for every person in your organization, in addition to suggesting content that should be created and maintaining fresh, updated knowledge.