![]() ![]() I am looking forward to it, but with different models that I don't think are quite there yet. Unless of course your project is to replace the current civilization. ![]() You know, make decisions consistent with a world line where the continuation of the civilization is pretty darn likely. Now that the unit economics of applying `intelligence()` is being shifted by orders of magnitude, there's all sorts of stuff that's ripe for recrafting.ĭisclaimer: Don't give HelperBot launch authority to offensive weapons etc. Every level of intelligent organization within the society, including it's artifacts, has assumptions baked in. This is just one case but there are boxes drawn everywhere. The different modes of communication and long round trip times make things slow, bug reports take minimum of hours, up to weeks to absorb and resolve. Working at SaaS companies I've seen countless "somewhat fluid" exchanges of information between customer -> support -> product -> developer -> support -> customer -> support -> dev, etc. "One second, I'll see if we can get that working for you." Don't fear, HelperBot has rollback authority. The sorting broke when the last change to SomeApp was shipped. Imagine a customer speaks to HelperBot and says the sorting is broken, and as a matter of fact it is. A support bot that has read and "understands" the code itself may be able to offer suggestions, or confidently determine there is in fact a bug, and either report it or fix it. The hurdle to adopt Generative AI in a company will require that companies care to build read/write APIs for these tools to utilize.Ī better Customer Service bot would be one that's trained on data other than what's publicly available. When you watch any CX agent do their job you’ll witness them utilizing 4-5 SaaS applications to get a simple answer for a customer. They will surface new insights for the company Handle customer interactions based on company policies such as escalating bugs They will learn from successful interactions in the past and mirror those outcomes Here are ways that they will be dramatically better for customers and companies: The next generation of these CX tools will deliver this. The current tools were never built for this. You need someone or something to look up your account data, listen, and to act based on your situation. What you want is to be understood and treated like you’re a human with unique needs. These tools are rigid and scream RTFM because they’re incapable of taking action or providing anything specialized to your situation. This is because the tools that CX teams have been provided by companies like Zendesk or Intercom are no more then IFTTT widgets. ![]()
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