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.

CustomerAssistTalla uses AI and automation to decrease resolution times and increase customer satisfaction. AI has the power to transform your support processes immediately, and the results speak for themselves. Within six months of using Talla, SAP Concur was able to automate answering over 90% of their support inquiries. Matt Berg, Senior Director of Client Success Management said:  

Before Talla we had been looking for ways to centralize our team’s tribal knowledge, process guidelines and all of our technical information. Talla has been an absolute game changer in the way our Client Success Team finds information. It’s greatly reduced the amount of time we spend searching for answers down to seconds. The machine learning capabilities are incredible; Talla is able to decipher exactly what is asked and deliver the correct response over 90% of the time. At the end of the day, we want our clients to run better and more intelligently and Talla continues to change the speed at which we deliver that value.”

What this boils down to is that in seconds, a support ticket could be accurately answered 90% of the time by Talla.

AI is giving businesses the power to automate things that they haven’t been able to automate previously. Customer support teams have historically been forced to make a tradeoff between providing better quality support or support at a lower cost, but with AI and automation technologies, they can do both, and that’s really impactful. At Talla, we’re excited to deliver these results to customers.

Customer Assist Assist is the third product on the Talla platform. Together with Support Rep Assist and Knowledge Assist, Talla customers are able to augment and automate each stage of the support experience, from self-serve customer support, to how support reps answer tickets and the quality of information they provide. Support Rep Assist acts as an intelligent assistant for a company’s support reps by automatically suggesting answers to support tickets and finding information. Knowledge Assist automates keeping support content accurate by verifying information, suggesting improvements to content, and building knowledge workflows. All three products use machine learning to improve accuracy and deliver improvements over time.    

Customer Assist is currently available and can be used as either a chat beacon or widget on sites. Schedule a demo today to learn more.

Topics: chatbot, automation