Deliver First Call Resolution with Content-Aware Customer Service Automation

Posted by Alyssa Verzino on Feb 28, 2019 3:56:43 PM

When a customer contacts your support team, the goal should always be "first call resolution," which is the insider term for "making sure the customer's problem gets solved quickly so you don't have to call them back later." New customer service automation tools can help make first call resolution the rule, rather than the exception -- even for complex customer support cases. 

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Topics: Customer Support, automation

Talla, Everywhere.

Posted by Alyssa Verzino on Feb 25, 2019 4:20:13 PM

Where do you work in a day? It’s probably not a short or simple answer. Support teams are constantly jumping between email, chat, ticketing systems, an internal knowledge base, and many other places. What they don’t need is another tab open. That’s why having Talla everywhere is so important to us. What does that really mean? Simply put, users have access to all of the information in Talla wherever they work. We want to improve your productivity and lower your time to resolution with AI-powered automation. The best way to do that is to ensure that Talla works within your existing workflows.

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Topics: AI, Customer Support, automation

Why Capturing "Tribal Knowledge" is the Key to Support Automation

Posted by Alyssa Verzino on Feb 21, 2019 11:15:00 AM

Artificial intelligence is powered by well annotated training data, but the data you need to train a customer support assistant includes more information than you might expect. The "tribal knowledge" of your customer support teams is critical to developing a customer service AI agent that can most effectively help your business.

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Topics: AI, Customer Support, automation

How to Keep Your Customer Support Chatbot From Looking Stupid

Posted by Alyssa Verzino on Feb 19, 2019 3:30:00 PM

We've all had interactions with clunky or incoherent chatbots that made their owners look dumb, but few companies know what steps to take to ensure their own bots don't make the same mistakes. Before you entrust a chatbot to help with customer service and support, make sure you've given it the tools it needs to avoid embarrassing itself.

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Topics: AI, Customer Support, chatbot, automation

5 Must-Dos When Adding Automation To Customer Support

Posted by Alyssa Verzino on Feb 13, 2019 10:05:00 AM
Automation is not a necessary evil of scale. It doesn’t signal the end of great human service or the sad inevitability of technology’s takeover. Widespread adoption actually proves the opposite: as customer expectations evolve, innovations improve and agents’ skills expand, affordable, quality service at scale becomes a reality.
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Topics: Customer Support, automation

How Automation Can Help Customer Service With Documentation

Posted by Alyssa Verzino on Jan 30, 2019 10:52:08 AM

A large portion of your customer service team's workload involves documenting problems and their eventual resolutions -- often to the point that the documentation process can impede customer service. New automation tools can now help take the documentation workload off your customer service teams so they can focus on the customer, rather than their real or virtual paperwork.

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Topics: Customer Support, automation

How Automation Can Help Customer Service Deal with Call Volume

Posted by Alyssa Verzino on Jan 21, 2019 10:00:44 AM

Customer service teams face a number of all-too-common workflow issues that can impede their ability to actually serve customers, but new automation and artificial intelligence solutions can now help customer service avoid becoming overwhelmed. The first and perhaps most important area that automation can help customer service is in managing call volume.

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Topics: Customer Support, automation

6 Big Myths About AI & Customer Support

Posted by Alyssa Verzino on Jan 18, 2019 11:33:16 AM

We’ve written about how AI use is expanding across the enterprise and early-adopters are leaving the competition behind.

We’ve shared how AI is a superpower for customer support execs facing the daunting task of delivering scaled, personal and cost-effective support.

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Topics: AI, Customer Support, automation

Why Automation Is Customer Support’s Superpower

Posted by Alyssa Verzino on Jan 16, 2019 12:30:00 PM

In an advancing digital-first world, customer support’s business imperative is a tough one: deliver customer satisfaction that can scale across thousands or millions of interactions at significantly lower cost. Trying to achieve this with a “business as usual” approach won’t work. But by unleashing AI and automation in their businesses, customer support executives can actually deliver on this.

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Topics: AI, Customer Support, automation

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

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