Automation is the Key to Knowledge-Centered Support

Posted by Juliette Kopecky on Mar 28, 2019 8:15:00 AM

Knowledge-Centered Support is a customer service and support paradigm built around the use of knowledge bases to ensure efficient call resolution and optimal service delivery. But to truly realize the value of Knowledge-Centered Support, your customer service and support teams need a healthy dose of advanced automation.

There are four key tenets of Knowledge-Centered Support:

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3 Most Important Things to Keep in Mind When Hiring for Support Teams

Posted by Alyssa Verzino on Mar 22, 2019 1:00:17 PM

Let’s start with a moment we’ve all experienced. You’re having an issue with a company’s product. Whether it’s your cell phone, your bank account, or Starbucks mobile account. It’s safe to say you’re not happy, and you’re definitely not over-the-moon-excited to call or chat customer support. You probably don’t have much time, and you’re picturing yourself being shuffled from automated recording to automated recording, eventually screaming into your phone, “Speak to a rep-re-sen-ta-tive!”. Long story short, you want your problem solved as quickly and painlessly as possible.

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Topics: AI, Customer Support, automation

Driving Value with IntrospectData CEO Patrick McClory on AI at Work

Posted by Alyssa Verzino on Mar 22, 2019 11:00:00 AM

While AI technologies continue to grow bi-directionally both in the breadth and depth of applications, many companies are at a loss when it comes to figuring out how to get started and how to leverage these advances for their business processes.

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Topics: AI at Work

The Difference Between Search Results and Real Answers (And Why it Matters for Support Teams)

Posted by Alyssa Verzino on Mar 22, 2019 8:30:00 AM

It's the difference between a map and directions, between a recipe and a meal, between sheet music and a song. That's the difference between search results and a real answer to a question, and that difference matters a great deal to customer support teams.

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Topics: AI, Customer Support, Q&A, automation

Why We Made March Madness An Official Company Holiday

Posted by Rob May on Mar 15, 2019 4:38:38 PM

I'm a graduate of the University of Kentucky, which, if you aren't aware, is the winning-est college basketball team of all time. Basketball is a religion at U.K. And since there are no professional sports teams in Kentucky, college basketball is everything. So my favorite time of year has always been the first two days of the NCAA basketball tournament. On those days, games start at noon and, depending on the schedule and how many go to overtime, usually go on for 10-12 hours.

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Topics: Company Culture

Reinforce the Good by Capturing Your Unwritten Rules

Posted by Alyssa Verzino on Mar 15, 2019 2:33:06 PM

 

We've written previously about why allowing AI to capture the "tribal knowledge" of your customer service teams is critical to deriving value from your artificial intelligence solutions, but the value of this practice goes beyond just optimizing customer service. Allowing AI to capture and quantify your "unwritten rules" has wide-ranging benefits for your entire business.

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Topics: AI, Customer Support, automation

AI for Contracts on AI at Work

Posted by Alyssa Verzino on Mar 14, 2019 10:15:27 AM

 


Too often, company contracts can feel like murky waters - unclear and difficult to navigate. To fish out a specific piece of information means manually sifting through large volumes of information, which is time-consuming and painful, to put it mildly.
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Topics: AI at Work

Close Salesforce ServiceCloud Cases Faster with the Talla Integration

Posted by Alyssa Verzino on Mar 13, 2019 5:30:27 PM

According to Forbes’ Predictions For Customer Service In 2019, the two most important things for customers today are convenience and speed. With that being said, the prediction that 2019 will be a record year in AI investment for customer support comes as no shock.

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Topics: AI, Customer Support, automation

How to Find the Right AI Solution for Your Customer Support Teams

Posted by Alyssa Verzino on Mar 11, 2019 2:02:32 PM

Many artificial intelligence solutions promise to make your customer support teams more efficient and effective, but how do you separate the vaporware from truly valuable AI-for-CS products and services? You use The PAC Framework for Customer Support Teams eBook

The PAC Framework is an AI evaluation tool developed by Talla to help you determine what tasks artificial intelligence software can actually perform, as opposed to what marketing spin and pundit hype suggest is possible. The PAC Framework is based around three types of AI skills: prediction, automation, and classification. These three things are what modern AI software is actually good at.

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Topics: AI, Customer Support, automation

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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