Rob May

Recent Posts

The 3 Different Kinds of Support ChatBots

Posted by Rob May on Apr 4, 2019 7:32:08 AM

If you are looking to deploy a chatbot for support and have started to investigate the market for chatbot providers, you've probably been left with your head spinning trying to understand how they are different. Chatbot companies have different ways for building bots (how much is it out of the box ready, vs designed by you?) and different places they can deploy (website, facebook, slack, etc). This post is going to look quickly at the AI, or, in some cases lack of AI, that these bots have. In general you can divide them into one of 3 camps.

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Topics: Customer Support, chatbot, Q&A

Why We Made March Madness An Official Company Holiday

Posted by Rob May on Mar 15, 2019 4:38:38 PM

I'm a graduate of the University of Kentucky, which, if you aren't aware, is the winning-est college basketball team of all time. Basketball is a religion at U.K. And since there are no professional sports teams in Kentucky, college basketball is everything. So my favorite time of year has always been the first two days of the NCAA basketball tournament. On those days, games start at noon and, depending on the schedule and how many go to overtime, usually go on for 10-12 hours.

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Topics: Company Culture

Introducing Talla's Learning Dashboard

Posted by Rob May on Jan 15, 2019 6:25:26 AM
Today I'm excited to announce that all Talla customers now have access to our new "Learning Dashboard."  Think of the learning dashboard as a series of analytics around the AI models that power Talla - it's sort of like a report card that tells you how well Talla is learning and how well you are teaching.  This post will highlight a few of the key metrics and explain how to use them.
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Topics: knowledge management, Customer Support, knowledge base

Announcing HubSpot, Zendesk, and Jira Integrations

Posted by Rob May on Dec 18, 2018 6:29:20 AM

We are constantly working on two things at Talla: 1) Automating away ever more Service and Support tasks, and 2) Working everywhere that you work. In order to fulfill both of these pieces of the Talla vision, we have to continue to integrate with more tools. Today we are excited to announce integrations with HubSpot, Zendesk, and Jira.

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Topics: help desk software, Customer Support, knowledge base

Introducing 3 New Talla Products For Customer Service Teams

Posted by Rob May on Dec 5, 2018 2:44:36 PM

This week I'm excited to announce that we are launching 3 new Talla products.  Well, technically 2 new products and one major upgrade, but the latter also feels new with all the improvement.  Earlier this year we were focused on "customer facing teams," and while we still have customers in Sales and Success, it is clear that the biggest interest in AI automation comes from Customer Service and Support teams.  With that in mind we've revamped the Talla Platform into three parts that can be used separately or together, and map more directly to key Service and Support workflows.  The three new products are:  a knowledge base for support teams, a rep assist tool, and a customer facing self service automation tool.  More details will come in future posts, but for now here are the highlights.

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Topics: Product Updates

14 Lessons Learned From 2 Years of Marketing Enterprise AI Bots and Knowledge Bases For Support Teams

Posted by Rob May on Nov 6, 2018 11:25:37 AM

At Talla, we have an automation platform for support teams that automates much of the support process away. It's a combination of a very different knowledge base (although we work with other KBs) and a chatbot. What is unique about our product is that you don't have to script out anything. You don't have to build bot decision trees. The bot learns from your Support documentation like a human would. Then it connects to your other Support systems to take action. Instead of a search engine, it's an action and automation engine that you can control from a web, or chat interface. (Plug: If that sounds cool, get a demo.)

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Topics: Bots, Customer Support

3 Mistakes You're Making With Customer Support Chatbots (Every Company Is)

Posted by Rob May on Oct 31, 2018 10:58:59 AM

Every time technology shifts, people are caught off guard and there is this phase in the market where the new technologies are being thought of using the old frameworks. That’s where we are with AI today. Buyers are looking at enterprise AI software like it’s one of the SaaS solutions they bought in 2014. It’s not.

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Topics: Customer Support, chatbot

Mapping The AI Buyer's Journey

Posted by Rob May on Mar 8, 2018 8:12:13 AM

For almost a decade now, the "buyer's journey" has been the lens through which B2B marketers view their customer. The general concept is that the typical B2B buyer does a significant amount of research before engaging with a seller, and the framework makes it easier to map content of various types to the stage of buyer research. But artificial intelligence has thrown a wrench into the buyer's journey.

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Topics: Marketing, knowledge management, Digital Workers

Testing Talla Against Our Own A.I. Bullshit Detector

Posted by Rob May on Jan 12, 2018 6:35:05 PM

testingtallablog.png

We recently launched an ebook called "Bullshit, Hype, and a Little Bit of Magic: How To Make Sense of It All When Buying A.I. Products." Today I want to take a quick tour of Talla to understand where we stack up against our own analysis.

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Topics: Artificial Intelligence, knowledge management

What Talla's $8.3M Means For Our Customers

Posted by Rob May on Jun 19, 2017 11:00:08 AM

Today we are very excited to announce our $8.3M Series A round, led by Glasswing Ventures, with participation from new investors PJC, Pillar, and Launch Capital.

The bot space has received mixed press over the past few months, but as a company working actively in the space, we have seen a huge uptick during that same time period in businesses looking at bots to help solve and scale operational problems.  I wrote a separate post on Medium about why we chose the investors we chose, and how the round came together.  In this post on our own blog I want to focus on what this means for Talla's customer base.

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