Alyssa Verzino

Recent Posts

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

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.

Read More

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.
Read More

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.

Read More

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.

Read More

Topics: AI, Customer Support, automation

Subscribe to Email Updates

Recent Posts