What is Knowledge-Centered Support?
Knowledge-Centered Support is the industry buzzword for a very basic but often overlooked idea: Once you find a solution to a customer's problem, write it down so no one has to figure out the same solution again.
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Topics: knowledge management, Customer Support, automation
Artificial intelligence is an ideal match for customer support workflows, but not every support workflow is ready for AI. To determine where your customer support AI opportunities lie, you first have to answer three basic questions:
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Topics: AI, Customer Support, automation
Talla is an artificial intelligence solution that integrates with your knowledge base to answer questions and offer support in real time.
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Topics: AI, automation
Artificial intelligence requires training data -- specifically, well-annotated training data -- in order to learn to do its job correctly. In fact, the data you've got lying around probably isn't good enough for AI. You'll need to refine your data before AI can use it.
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Topics: AI, automation
"Inbox Zero" is all the rage for personal productivity, but the equivalent for your support team would be "Backlog Zero" -- and it's achievable with artificial intelligence.
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Topics: AI, Customer Support, automation
We all know that Slack is awesome for knowledge creation. The ability for a team member to send out a question and quickly get a response is incredibly powerful -- we refer to this as transactional communication. For example, it’s great if you’re a support rep and your company has launched a new product. If you’ve been at the company for some time, you need to quickly figure out what’s changed and what’s still valid. If you’re a new rep, you need to quickly get up to speed on all the offerings. Yes, there might be training available, but people can only keep so much information in their head and searching online can be far too time-consuming. With Slack, you can simply post a question in your team's customer service channel, and get almost immediate results. Often, these types of channels have subject matter experts (SME) monitoring them and part of their job responsibilities is to answer these types of questions.
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Topics: AI, Slack, Digital Workers, automation
There are a lot of companies that want to use AI, but just don’t know where to start. 85% of executives believe that AI will give their business an inherent advantage (MIT Sloan Management Review and the Boston Consulting Group), however, of the half of CIOs planning to use AI, only 4% have actually implemented the technology (Gartner).
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Topics: AI, Customer Support, automation
