Why Enterprise Search Tools are the Wrong Answer to the Right Problem

Posted by Alyssa Verzino on Apr 9, 2019 1:18:00 PM

Information is critical to the success of any modern business, so it's no surprise that many companies are enticed by enterprise support tools. These tools, however, are often a band-aid to a larger information organization and curation problem -- one that modern automation tools are better disposed to solve than old-fashioned search software.

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Topics: Q&A, automation

The 3 Different Kinds of Support ChatBots

Posted by Rob May on Apr 4, 2019 7:32:08 AM

If you are looking to deploy a chatbot for support and have started to investigate the market for chatbot providers, you've probably been left with your head spinning trying to understand how they are different. Chatbot companies have different ways for building bots (how much is it out of the box ready, vs designed by you?) and different places they can deploy (website, facebook, slack, etc). This post is going to look quickly at the AI, or, in some cases lack of AI, that these bots have. In general you can divide them into one of 3 camps.

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Topics: Customer Support, chatbot, Q&A

The Difference Between Search Results and Real Answers (And Why it Matters for Support Teams)

Posted by Alyssa Verzino on Mar 22, 2019 8:30:00 AM

It's the difference between a map and directions, between a recipe and a meal, between sheet music and a song. That's the difference between search results and a real answer to a question, and that difference matters a great deal to customer support teams.

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Topics: AI, Customer Support, Q&A, automation

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

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