Juliette Kopecky

Recent Posts

4 Ways Customer Support Has Changed and How to Keep Up

Posted by Juliette Kopecky on Apr 3, 2019 1:15:00 PM

Spoiler alert: If you’re not using AI to automate your customer support processes, you’re going to get left behind. This may sound like an exaggeration, but it’s not.  

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How to Automate Over 90% of Your Support Inquiries with Talla Customer Assist

Posted by Juliette Kopecky on Apr 2, 2019 11:06:17 AM

Today, we’re excited to launch our Customer Assist product to help businesses automate self-serve support by using Talla to answer support tickets directly on their site. With Customer Assist, end customers interact directly with Talla, giving them the power to get immediate, accurate answers to their support inquiries.

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Topics: chatbot, automation

5 Best Practices for Adopting AI from Box, Bloomberg Beta, Affectiva, and LinkSquares

Posted by Juliette Kopecky on Apr 1, 2019 3:04:52 PM

We’ve curated a selection of interesting perspectives from the latest guests on AI at Work. On Episode 34, you’ll hear a roundup of insights on frequently asked questions about the timing and first steps of getting started with AI as well as other useful recommendations that companies can use to strategically leverage technologies, priming themselves to move ahead quickly.

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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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Stop Searching for Information and Start Using AI to Get Answers

Posted by Juliette Kopecky on Nov 5, 2018 3:00:00 PM

One question that we often hear is, “How is Q&A in Talla different than search?” While both are ways of finding information that you’re looking for, Q&A gives users a specific answer to their question, whereas search provides a list of possible places that your answer might be. Search makes you do the work of finding the answer by digging through the results. Ask yourself: Would you rather have the treasure in front of you or a handful of maps that might lead to it? 

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Topics: AI, Customer Support, knowledge base, Q&A

How to Improve Speed and Accuracy for Your Sales and Support Teams

Posted by Juliette Kopecky on Oct 19, 2018 2:47:31 PM

Your sales, customer success, and support teams are at the front line of your business. They interact with prospects and customers on a daily basis, and those interactions can determine whether a customer purchases (and keeps purchasing) your product or service. Their main tool for driving revenue and decreasing churn is information. And how quickly they can access accurate information has a direct impact on your bottom line. Unfortunately, often times a company’s existing knowledge base is making their teams job harder.

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Topics: Artificial Intelligence, Product Updates, Sales, Digital Workers, Customer Support

How to Improve New Hire Engagement and Onboarding for Technical Employees Using AI and Chatbots

Posted by Juliette Kopecky on Oct 16, 2018 11:59:16 AM

This is the second in a series of Talla customer spotlights highlighting the real ways that companies are using AI, chatbots, and automation to make their employees more productive and increase engagement. We recently interviewed rLoop’s Co-Founder and Project Manager Brent Lessard to learn more about how they use Talla.

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Topics: AI, employee onboarding, internal communication, chatbot

How to Improve Sales Velocity and Productivity with AI

Posted by Juliette Kopecky on Oct 10, 2018 2:07:23 PM

This is the first in a series of Talla customer spotlights highlighting the real ways that companies are using AI, chatbots, and automation to make their employees more productive, generate more revenue, and decrease costs. We recently spoke with Botkeeper CEO Enrico Palmerino to learn more about how they use Talla to do just that.

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Topics: AI, Sales

Introducing Talla’s Smart Knowledge Base

Posted by Juliette Kopecky on Mar 28, 2018 9:00:00 AM

Talla is the knowledge base that manages itself. We’re excited to announce the launch of Talla’s smart knowledge base for automating content management at your company. Talla automates keeping your information up-to-date, relevant, and organized, so you don’t have to. Your company’s knowledge is accessible through chat, giving users a quick and easy way to find what they need.   

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What is a Knowledge Base, and Why Do You Need One?

Posted by Juliette Kopecky on Mar 15, 2018 9:00:00 AM

Knowledge base software is designed to capture, organize, and publish any information that you (or your company) uses on a regular basis. Given that we live in an age where we all produce ever more information, and that information is ever more critical to our (and our businesses') success, knowledge base software is rapidly becoming indispensable.

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