What AI Can Do for Customer Support Teams

Posted by Alyssa Verzino on Mar 8, 2019 4:09:52 PM

If the marketing hype is to be believed, artificial intelligence will soon be able to completely replace your entire customer support team, yet somehow no AI solution is out there causing massive support headcount reductions at any major business or agency. As it turns out, current-generation AI is really good at exactly three things, and none of them is replacing an actual human support representative.

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Topics: AI, Artificial Intelligence, Customer Support, Customer Success, automation

3 Takeaways From Box's Chief Product Officer Jeetu Patel on AI at Work

Posted by Alyssa Verzino on Mar 7, 2019 5:04:57 PM

Cloud content management and file sharing giant Box is invested in helping organizations fundamentally change the way they work with content, helping clients go through a digital transformation

On Episode 31 of AI at Work, Jeetu Patel, Chief Product Officer at Box, outlines the steps companies can take to succeed when embracing new technologies, shares insights on when to outsource AI and when to keep it in-house, and tells us about the latest AI innovations at Box.

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Topics: AI at Work

How Tastry "Taught a Computer How To Taste" On AI at Work

Posted by Alyssa Verzino on Mar 1, 2019 5:01:06 PM

Hearing the classic startup story arc is immensely satisfying. From the discovery of a niche pain point, to constraint-born innovation, to the realization that the solution is scalable to a range of other use cases. Katerina Axelsson, founder and CEO of Tastry, joins us on AI at Work to share exactly that type of story with us. Tastry is a SaaS and insights company whose innovation spans machine learning, analytical chemistry, and flavor chemistry, delivering highly accurate predictions on how sensory-based products - wine, beverages, food, and fine fragrances - will be received by consumers.

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Deliver First Call Resolution with Content-Aware Customer Service Automation

Posted by Alyssa Verzino on Feb 28, 2019 3:56:43 PM

When a customer contacts your support team, the goal should always be "first call resolution," which is the insider term for "making sure the customer's problem gets solved quickly so you don't have to call them back later." New customer service automation tools can help make first call resolution the rule, rather than the exception -- even for complex customer support cases. 

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Topics: Customer Support, automation

AI at Box with Chief Product Officer Jeetu Patel

Posted by Alyssa Verzino on Feb 26, 2019 2:40:41 PM

Don't miss this week's episode of AI at Work! Rob May interviewed Jeetu Patel, Chief Product Officer at Box, the Cloud Content Management company that empowers enterprises to revolutionize how they work by securely connecting their people, information and applications.

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Topics: AI at Work

Talla, Everywhere.

Posted by Alyssa Verzino on Feb 25, 2019 4:20:13 PM

Where do you work in a day? It’s probably not a short or simple answer. Support teams are constantly jumping between email, chat, ticketing systems, an internal knowledge base, and many other places. What they don’t need is another tab open. That’s why having Talla everywhere is so important to us. What does that really mean? Simply put, users have access to all of the information in Talla wherever they work. We want to improve your productivity and lower your time to resolution with AI-powered automation. The best way to do that is to ensure that Talla works within your existing workflows.

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Topics: AI, Customer Support, automation

Do Business Leaders Risk Falling Behind If They Wait to Adopt AI?

Posted by Alyssa Verzino on Feb 22, 2019 5:13:18 PM

Something we talk about on AI at Work is a debate around whether AI is a fundamentally different type of technology from the viewpoint of competitive dynamics. Previously, when a new software was launched, it might have made sense to wait until a few rounds of updates had passed and all of the bugs had been worked out before adopting the new technology. Waiting to implement the newer advances wouldn’t mean you would be left behind or at a disadvantage compared to those who had embraced them early on.

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Topics: AI at Work

Why Capturing "Tribal Knowledge" is the Key to Support Automation

Posted by Alyssa Verzino on Feb 21, 2019 11:15:00 AM

Artificial intelligence is powered by well annotated training data, but the data you need to train a customer support assistant includes more information than you might expect. The "tribal knowledge" of your customer support teams is critical to developing a customer service AI agent that can most effectively help your business.

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Topics: AI, Customer Support, automation

How to Keep Your Customer Support Chatbot From Looking Stupid

Posted by Alyssa Verzino on Feb 19, 2019 3:30:00 PM

We've all had interactions with clunky or incoherent chatbots that made their owners look dumb, but few companies know what steps to take to ensure their own bots don't make the same mistakes. Before you entrust a chatbot to help with customer service and support, make sure you've given it the tools it needs to avoid embarrassing itself.

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Topics: AI, Customer Support, chatbot, automation

Don't Make These Four Big Automation Mistakes In Customer Support

Posted by Alyssa Verzino on Feb 18, 2019 11:35:00 AM

Previously, we shared five things support leaders must do when bringing automation into their business. But modernizing support also means avoiding certain pitfalls. By building awareness of these, leaders improve their chance of a successful transformation initiative. They’ll reduce inefficiencies and get the most value out of their people, dollars and customer interactions.

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