If Your Chatbot Isn't Working, Try Talla's Reasoning and Understanding Bot

Posted by Rob May on Jun 13, 2019 12:17:22 PM

A big source of business for us at Talla is failed chatbot projects. Building chatbots for customer support is hard because most of them are scripted. You have to go in and do some regular expression matching and then label language intents, and then map those to a workflow. It's a lot of work to create an interaction, and then the bot doesn't really learn much once it is deployed. As the world changes and new support issues arise, you have to go do a bunch of work to add those new issues.

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Topics: Customer Support, chatbot

How to Help Your Customer Support Team Get to "Inbox Zero"

Posted by Alyssa Verzino on Jun 12, 2019 2:19:40 PM

"Inbox Zero" is all the rage for personal productivity, but the equivalent for your support team would be "Backlog Zero" -- and it's achievable with artificial intelligence.

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Topics: AI, Customer Support, automation

Turn Slack Conversations into Knowledge Your Teams can Leverage

Posted by Alyssa Verzino on Jun 7, 2019 1:29:31 PM

 

We all know that Slack is awesome for knowledge creation. The ability for a team member to send out a question and quickly get a response is incredibly powerful -- we refer to this as transactional communication. For example, it’s great if you’re a support rep and your company has launched a new product. If you’ve been at the company for some time, you need to quickly figure out what’s changed and what’s still valid. If you’re a new rep, you need to quickly get up to speed on all the offerings. Yes, there might be training available, but people can only keep so much information in their head and searching online can be far too time-consuming. With Slack, you can simply post a question in your team's customer service channel, and get almost immediate results. Often, these types of channels have subject matter experts (SME) monitoring them and part of their job responsibilities is to answer these types of questions.
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Topics: AI, Slack, Digital Workers, automation

5 Things AI-Driven Support Leaders Do Differently

Posted by Alyssa Verzino on Jun 5, 2019 10:50:00 AM

There are a lot of companies that want to use AI, but just don’t know where to start. 85% of executives believe that AI will give their business an inherent advantage (MIT Sloan Management Review and the Boston Consulting Group), however, of the half of CIOs planning to use AI, only 4% have actually implemented the technology (Gartner).

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Topics: AI, Customer Support, automation

How to Avoid Chatbots That Do More Harm Than Good

Posted by Alyssa Verzino on Jun 4, 2019 2:32:00 PM

 

"You never get a second chance to make a first impression" isn't just a truism; it's a warning about deploying customer support chatbots before they are ready. If you prematurely hand off customer interaction to an artificially intelligent chatbot before that chatbot has been properly trained, you can do far more harm than good.

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Topics: Customer Support, chatbot

How To Run Talla In Parallel With Einstein on ServiceCloud

Posted by Rob May on May 30, 2019 1:00:00 PM

If you are looking for automation and AI related to ServiceCloud, Salesforce does offer Einstein. However, it's a very different tool from Talla, so this short guide will help you understand those differences and design a workflow that can take advantage of the best parts of both offerings.

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Topics: salesforce

Don't Fear the Chatbot: Why Support Reps Should Demand AI Assistants

Posted by Alyssa Verzino on May 29, 2019 12:12:00 PM

 

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Topics: Customer Support, chatbot

How Talla Can Make You 40% More Productive On Salesforce ServiceCloud

Posted by Rob May on May 29, 2019 11:39:07 AM

The most popular platform that Talla customers use for ticketing is Salesforce ServiceCloud. The increasing demand from customers for a fast and accurate support experience means that many companies that use Salesforce CRM have moved to ServiceCloud to consolidate customer information for a better customer experience.

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Topics: automation, salesforce

All About NLP on AI at Work

Posted by Alyssa Verzino on May 24, 2019 4:57:59 PM

 

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Topics: AI at Work

Want AI for your company? Read This to Prepare for 3 Objections.

Posted by Alyssa Verzino on May 21, 2019 12:55:00 PM

For those trying to introduce AI projects internally, generating buy-in requires more than facts and figures or trusting that the AI mystique will sell itself. As with any software sale, there will be an objection handling effort. It’s likely no one in your company has had to navigate this with an AI implementation yet, so you’ll find little internal advice. To help, here’s a brief look at three objections you’ll face. Included are insights on how to overcome each.

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Topics: AI, Customer Support