Alyssa Verzino

Recent Posts

Start Your Journey Toward the Support Org of the Future

Posted by Alyssa Verzino on Apr 23, 2019 1:41:09 PM

For as long as there are businesses with customers, there will be a need for customer service teams -- but what your customer support organization will look like in the future will be heavily influenced by artificial intelligence and software automation.

Case deflection will be far more proactive in the future, as automation software will monitor customer usage of your products and services and detect problems as the happen -- perhaps even before the customer notices a downgrade in service or performance. This automation system will reach out to the customer itself -- via chat, email, autmated voice calling, or contacting their smart-speaker -- to advise on how to solve the problem without needing to search for advice in your FAQs or contact your support team.

Read More

Topics: AI, Customer Support, automation

Q&A with Dan Wulin, Head of Data Science and Machine Learning at Wayfair

Posted by Alyssa Verzino on Apr 19, 2019 10:05:00 AM

Wayfair is an e-commerce company specializing in home goods. A quick glance at their sleek website shows that the shopping experience here is definitely different from that of Amazon or Walmart. Pinterest-esque panels showcase attractive furniture arrangements, allowing you to pick items out visually instead of just searching by a specific item.

Read More

Topics: AI at Work

Avoid the Hidden Costs of Infinitely Cheap File Storage. Begin Your Journey Away from Digital Hoarder Towards True Data ROI, Today.

Posted by Alyssa Verzino on Apr 17, 2019 11:53:31 AM

Ever since Gmail shook up the free online storage game in 2004 by giving away a then-shocking gigabyte of space, individuals and businesses alike have become "digital hoarders" -- keeping all their old data around in case it becomes useful later -- regardless of the unacknowledged drawbacks of the practice. And while storage has become exponentially cheaper over the last 15 years, the hidden costs of digital hoarding may finally outweigh their benefits.

Read More

Topics: knowledge management

AI for B2B Sales with Collective[i] on AI at Work

Posted by Alyssa Verzino on Apr 12, 2019 4:59:00 PM

To take a closer look at how AI is remodeling the landscape of B2B sales, we hear from Stephen Messer, co-founder of Collective[i] on episode 35 of AI at Work. Collective[i] was born out of a trend that Stephen observed in his previous company - LinkShare - a pioneer in the field of performance-based marketing and affiliate links.

Read More

Topics: AI at Work

Why Enterprise Search Tools are the Wrong Answer to the Right Problem

Posted by Alyssa Verzino on Apr 9, 2019 1:18:00 PM

Information is critical to the success of any modern business, so it's no surprise that many companies are enticed by enterprise support tools. These tools, however, are often a band-aid to a larger information organization and curation problem -- one that modern automation tools are better disposed to solve than old-fashioned search software.

Read More

Topics: Q&A, automation

The Difference Between Support Case Deflection and Support Case Prevention

Posted by Alyssa Verzino on Apr 8, 2019 11:55:00 AM

Support case deflection is the art of empowering your customers to troubleshoot their own support issues without having to actually engage with your customer support teams. While case deflection is inarguably a cost-saving practice, it isn't an optimal experience for your customers. The real goal should be case prevention -- solving your customers' problems before they even need to contact you.

Read More

Topics: AI, Customer Support, automation

Top AI Podcasts in 2019

Posted by Alyssa Verzino on Apr 5, 2019 10:12:12 AM

One of the best ways to keep yourself up-to-date on the latest developments in the world of AI and machine learning is a great podcast. Just like the field itself, AI-centric podcasts are continuously developing and diversifying - they’re a great way to learn while commuting, working out, and living your life. We’ve put together a roundup of five podcasts that explore the latest advances through different lenses. We’ll tell you a little bit of background about each one so that you can start to get a sense of which of these highly rated podcasts appeals most to you. 

Read More

Topics: AI, AI at Work

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.

Read More

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.

Read More

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.

Read More

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

Subscribe to Email Updates

Recent Posts