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.
"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.
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.
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).
"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.