Alyssa Verzino

Recent Posts

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

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

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

5 Questions with Matt Walsh of Noted Analytics

Posted by Alyssa Verzino on May 17, 2019 12:14:40 PM

On Episode 39 of AI at Work, Matt Walsh, co-founder and president of Noted Analytics, joined us to share his insights and expertise in AI and Sales.

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Topics: AI at Work

How To Beat the Hype and Get Your Boss On Board with AI

Posted by Alyssa Verzino on May 16, 2019 10:33:00 AM

Customer support leaders are generally receptive to new technology that is faster, cheaper and more reliable. What they aren’t onboard with is overhyped tech that promises everything. It’s why AI gets met with eye rolls inside some offices. No one believes there’s a panacea for every support ail. Yet everyday unscrupulous marketers boast of AI as a cure-all. Often, they don’t even have true AI, just basic scripts or data science techniques. They promise big and invoke “AI” in their marketing to stay relevant. These products disappoint and it’s no wonder why the real opportunity of AI get lost as leaders grow wary of dubious claims.

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Topics: AI, Customer Support

Machine Learning at HubSpot on AI at Work

Posted by Alyssa Verzino on May 9, 2019 5:16:30 PM

On Episode 38 of AI at Work, we’re joined by Vedant Misra, technical lead in machine learning at HubSpot. HubSpot makes software for small and medium businesses, rolling up the functions of Wordpress, Google Analytics, Salesforce, and other tools that businesses need to sell their products and services.

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Topics: AI at Work