How Talla Automates Knowledge-Centered Support

Posted by Alyssa Verzino on Sep 4, 2019 3:15:01 PM

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

How to Use Talla to Automate Change Management

Posted by Alyssa Verzino on May 7, 2019 2:11:00 PM


While "embrace change" is a time-honored success mantra, managing change is one of the greatest challenges facing business leaders today. Fortunately, new automation tools like Talla are using artificial intelligence to bring some sanity and simplicity to modern change management.
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Topics: knowledge management, internal communication, collaboration

Avoid the Hidden Costs of Infinitely Cheap File Storage. Begin Your Journey Away from Digital Hoarder Towards True Data ROI, Today.

Posted by Alyssa Verzino on Apr 17, 2019 11:53:31 AM

Ever since Gmail shook up the free online storage game in 2004 by giving away a then-shocking gigabyte of space, individuals and businesses alike have become "digital hoarders" -- keeping all their old data around in case it becomes useful later -- regardless of the unacknowledged drawbacks of the practice. And while storage has become exponentially cheaper over the last 15 years, the hidden costs of digital hoarding may finally outweigh their benefits.

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Topics: knowledge management

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

Don't Let "FOMAI" Fuel Your Artificial Intelligence Strategy

Posted by Alyssa Verzino on Nov 26, 2018 2:47:12 PM

One of the contributing factors to social media addiction is FOMO, or fear of missing out. It's an unhealthy condition wherein smartphone users constantly check their notifications for fear they are being left out of rewarding social situations. It is a terrible reason to use -- or not use -- your smartphone or social media.

Unfortunately, a similar mal-adaptation is driving the artificial intelligence strategy at many businesses. They have FOMAI, fear of missing artificial intelligence.

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Topics: AI, Artificial Intelligence, Bots, knowledge management

Equip Your Sales Team with Fast, Accurate Information to Close More Deals

Posted by Alyssa Verzino on Oct 25, 2018 10:31:01 AM


Every time a sales representative responds to a prospect with the words "I don't know," your knowledge base has failed. While most knowledge base solutions aren't designed to explicitly support sales teams, there are still steps you can take to optimize your knowledge base content for sales success.

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Topics: knowledge management, sales enablement, Sales, knowledge base

Prevent Losing Customers: Support Your Customer Support Team.

Posted by Alyssa Verzino on Oct 24, 2018 10:29:58 AM

A properly organized and implemented knowledge base makes your customer support teams more effective and efficient by shortening the time it takes to solve customer problems. With quick, easy access to accurate technical and procedural documentation, your support team can close help tickets faster, improve customer satisfaction, and decrease customer churn.

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Topics: knowledge management, Customer Support, knowledge base

A Bad Knowledge Base Can Secretly Undercut Your Revenue (But A.I. Can Save It)

Posted by Alyssa Verzino on Oct 3, 2018 11:00:00 AM

Bad software is a waste of money, but the worst software hurts revenue -- and a bad knowledge base solution can be the worst software of all because it costs you money in ways you can't easily see. And, frankly, most knowledge base solutions on the market today turn out to be secret cost centers.

Artificial intelligence can change that.

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Topics: knowledge management, Customer Support, Customer Success, knowledge base

Traditional knowledge bases fail employees. It’s time to do something about it.

Posted by Alyssa Verzino on Sep 14, 2018 12:42:23 PM
Your customer-facing teams need quick access to important information, and they need it to be reliable. Their ability to do their job depends on the quality of information in your knowledge base and speed at which they can access it. However, traditional knowledge bases don’t live up to their promises. Traditional knowledge bases just aren’t good enough.
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Topics: knowledge management, knowledge base

Stop Settling for Passive Content Management. Adopt an Active Content Knowledge Base.

Posted by Alyssa Verzino on Sep 5, 2018 2:20:20 PM

For the past 15 years, every content management system and enterprise knowledge base has been built around some version of Search Engine Optimization (SEO) to make it easier for readers to find the valuable data hidden in your documentation. But that's a passive approach to making your data discoverable and relies on the hope that the answers your employees and customers need have already been documented and published.

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Topics: AI, knowledge management, Active Content