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Me: How important is customer service in your business?CEO: Extremely important — it’s one of the main things that sets us apart from competitors. Me: How many support calls do you get in a typical day?CEO: It really depends — it goes up and down. Me: Do you know exactly how many you’ve received each […]
Interview – Customer service and support Read Post »
Just yesterday someone was complaining on LinkedIn about poor service he had received from his ISP. It seemed well justified. They had taken ages to respond to him. The thread though was about how bad AI and automation was. In this case the ISP was NOT using AI or automation. They have a LIVE CHAT
LIVE CHAT vs AI Chatbot Read Post »
If you have a query with your supplier they typically implement customer support/customer care as follows:Large corporations use a multi-channel approach: Generally you will phone the call centre, or send an email or WhatsApp or fill in a form on their web site. All queries go to their ERP/call centre system/CRM. Someone will pick up
Customer Call Centres Read Post »
Meta recently commissioned Forrester Consulting to study how consumers experience generative AI.One key finding stood out:👉 “Consumers’ top challenges with genAI are receiving incomplete answers and an inability to answer their questions. Nearly half of the consumer survey respondents who have interacted with a genAI chatbot or automated chat complained that it was unable to
MAXIMIZING AI AGENT POTENTIAL FOR CUSTOMER ENGAGEMENT Read Post »
I’m a keen runner. Some years back when I used to run the Comrades Marathon, I learned a thing or two about training. The main point being that if you do not train properly you will not finish the race. It needs planning, dedication and huge amounts of effort. The day of the race is
I continually get impressed with the quality of AI as a business tool.We installed an AI Agent for a pet store.Yesterday a prospective customer asked the following question: “Why is it so expensive” The AI gave this answer:“Could you please specify which product you are referring to? This will help me provide a more accurate
A Quality AI Agent in a Pet Store Read Post »
Anyone on X (previously Twitter) will know that @Grok is the AI version of X. In the past week people are using it more and more because it is embedded inside X. You can ask it to explain or fact check a post. you can ask it any question just like ChatGPT.What is very interesting
No, me neither. Well sometimes. Last week we purchased a new washing machine. These are hi-tech, micro-processor controlled. I took the user manual – small font, so they also don’t expect people to read it either! I did go through the user manual and it was fairly easy to install and start to use. I
Do you read user manuals? Read Post »
A Case Study for an AI AgentWe were approached by a company that was in the process of implementing a new IT system. It’s a standard system that had been customised to their requirements.The issues they needed assistance on included: 1) Change management. They had no standardized system and most staff used spreadsheets. It was
Case Study – AI Agent Read Post »
Hi, what do you do?– Good evening. Thanks for asking. We design and implement AI agents.————-What does that mean?– Let me give you a simple example. You know how you always have customers asking questions or sending you emails wanting to know what product they should use for a particular requirement, or how your specific
