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

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

How AI Can Super Charge Your Customer Support Team

Posted by Alyssa Verzino on Dec 12, 2018 10:30:00 AM


Customer support representatives have a challenging job that sometimes requires superhuman patience, speed, and product knowledge to handle -- to the point that many support teams struggle to close calls at an efficient rate.

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Topics: AI, Customer Support

5 Ways Support Teams Increase Productivity with Talla

Posted by Alyssa Verzino on Nov 19, 2018 10:37:04 AM

Your support team’s productivity directly impacts your customers. When your support team is bogged down with tickets, repetitive questions, and is stuck searching for information, it impairs their ability to provide quality service. With customer experience becoming increasingly important, this is a huge problem. In fact, according to the American Express 2017 Customer Service Barometer, “33% of Americans say they’ll consider switching companies after just a single instance of poor service” and, “Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience”. Long story short, your customers expect excellence from your customer support team.

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Topics: Customer Support

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

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

5 Ways AI Can Improve Your Customer Support

Posted by Alyssa Verzino on Nov 1, 2018 1:05:00 AM

Customer support is one of the most challenging, time-consuming, and costly aspects of any business, but artificial intelligence software can help make your customer support team more efficient. Below are five steps in your tech support workflow that AI can speed up, simplify, or streamline.

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Topics: Artificial Intelligence, Bots, Customer Support

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