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Automate customer service with AI
- 2. Who we are Praveen Krishnan CEO, NoApp.io Product & Customer Guy Thileepan CTO, NoApp.io Engineering Guy We are NoApp.io - We make your customers happy!
- 3. Your next 30 Minutes 5 must-dos to AWESOME customer service How do you get there? What are Bots State of AI Q&A
- 4. 5 must-dos for your customer service
- 5. #1 Talk Notes: What business is this company in?
- 6. #1 Goal, not Tool Talk Notes: Their business is to let you make a precise hole in a surface. Internalize that it’s the goal not the tool and you will be better off right away
- 7. #2 Be Available & Interact Everywhere Talk Notes: Don’t just have a presence on all messaging channels, be available to interact on those channels.
- 8. #2 Interact Everywhere Tools that help Frontapp.com intercom.io smooch.io
- 9. #3 Be responsive, Like you know..REALLY RESPONSIVE Talk Notes: Applies to all channels! Be super responsive on whatever channel your customer is on. This will WoW them!
- 10. #3 Responsive -- maybe not.. Talk Notes: Don’t offer a chat box and then ask users to wait?! Be Prompt! Respond right away!
- 11. #3 Responsive -- maybe not.. Talk Notes: It’s annoying when you ask for form input in a chat window! Give me stuff before you ask me for my personal info!
- 12. #4 Know your S#$#, and admit if you don’t Talk Notes: Customers are very savvy. They research stuff on Google and YT. So, don’t try to bullshit!
- 13. #5 Talk Notes: Customers come in all colors
- 14. #5 Empathy please Empathy Phrases “Thank you for being patient…” “I cannot imagine how upsetting this must be...” “Ugh, I can see your point there ..” “I can understand how frustrating this is ...” Talk Notes: Show Empathy ALL THE TIME Some phrases show empathy
- 15. #5 Empathy please Empathy Phrases “Thank you for being patient…” “I cannot imagine how upsetting this must be...” “Ugh, I can see your point there ..” “I can understand how frustrating this is ...” Good Reads Raving Fans by Ken Blanchard myragolden.com/blog Delivering Happiness by Tony Hsieh
- 16. Ideal Customer Service Rep Talk Notes: Your ideal CS Rep needs some amazing qualities. You want them cheap and scalable. NOT GOING TO HAPPEN!
- 18. The Bot Talk Notes: Bots can give you the ideal CS rep qualities at scale and cost. You still need Humans but you can offload healthy subset of interactions to well-trained Bot.
- 19. Chat Bots
- 20. What is a chatbot? NATURAL DIALOG SYSTEM Talk Notes: Typical chatbot understands natural language and carries out tasks or retrieves information
- 21. Build a Bot DIY Tools Chatfuel Motion.ai FlowXO.com API.ai Pullstring Get a Professional NoApp.io — :) Talk Notes: Lots of ways to build Bots now. Choose the right tool for the complexity of Bot you need. Tools are constantly evolving. YMMV.
- 22. Artificial Intelligence today Talk Notes: They are everywhere!
- 23. What is coming soon… real soon Talk Notes: Google Deepmind Demo playing Breakout!
- 24. After 2 hrs of play time Talk Notes: AI gets really good.
- 25. After 4 hrs of play time Talk Notes: AI figures out the winning strategy! Holy Shit!
- 26. The End # 5 customer service must-dos: Goal, not tool Be Everywhere No waiting Know your stuff Empathy # Automate with a Bot # Keep your eye on AI (Botheads Meetup)
Hinweis der Redaktion
- thank rework How many you from the ‘AI for Business Meetup’? AI + Business Targeted at businesses and lay people
- Praveen Been an engineer and then product manager, leading product teams at multiple company over the years Thilee Engineer lead at multiple companies Together and another partner, we’ve worked with hundreds of customers over the years, big and small. Led product and customer teams. When we turned NoApp into a customer service company, we talked to a number of companies and people about what makes great customer service. Distilled it into 5 nuggets, that we think would be useful to you
- Interactive session If you have anecdotes, thoughts, critiques -- speak up!!
- How many interact with customers directly How many have customer service teams
- What does this company sell?
- Precisely drilled holes If there’s one takeaway from this presentation, it is this.. Internalize the Goal not Tool mantra, especially your employees. It will color all your interactions with your customers, and turn into one where you are looking at helping the customer instead of helping yourself. They get to their goal and are happy You know what they say about happy customers...
- Big difference being on a platform and being active on it… you need to respond to people on their platforms Many business are present on Facebook but do not interact there…. Many business do not put a phone number for customer service - mistake...don’t hide. Snapchat api…?..
- Few tools to help you.
- You all know about being responsive, being responsive has changed recently.. Instant gratification People spend under 10 seconds on a page. Goal is to get good reviews, not just prevent bad reviews Snapchat -- How many -- Facebook -- Grandfather -- Snapchat Generation --- Disappearing messages --- Story about iOgrapher…
- Chat dialogs on websites Backed by agents Great -- but be responsive -- don;t make me wait Phone --- Good but you should answer right away --- No Wait Music --- Credit Card company -- Chase Email --- Get back in under 19 hours, preferably personalized auto-responder saying you will get back at a certain time.
- Pet Peeve -- don’t ask for email and my life history before you’ve given me something...
- Savvy Customers Doctors deal with this all the time - Patients go in with a wealth of facts about their rash Read about this study… Don’t dismiss it.. Say “Very Interesting, I must’ve missed that somehow. I’ll look into it” It’s okay to say you don’t know that specific issue but say you will get back to them in the next 12 hours.
- Then there are these customers These customers, same as others, know how to find and use Yelp.
- Then there are these customers # Remember Goal not Tool My fav tip - that I follow on my own — Say thank you instead of sorry
- Then there are these customers # Remember Goal not Tool My fav tip - that I follow on my own — Say thank you instead of sorry
- Qualities Your company is doing well — you have a lot of customers —- Now you need a lot of these guys —- because they represent your brand You are focused on Revenue and CS is a Cost Center —- so naturally, you look at reducing cost there — Cheap The Reps perspective — Bad customers — High turnover So, one way to Keep these high standards and Scale is to Automate
- What is the one resource that small companies waste a lot but yet is the most expensive. TIME
- Welcome our BOT overlords Just kidding Stanley Kubrick Fans?? Past couple of years we seen a confluence of two trends --- Messaging and Artificial Intelligence Billions of people messaging Major advances in AI Allowed the creation of Bots -- software programs that can act intelligently, with natural human input Now, business don’t know what to do with this yet ---- It’s a strange block -- arrived, no real purpose
- A chat bot is simply something that you can chat with on Messenger, Skype, SMS or voice. It is not a person but it responds like a person and can do things for you, like a person.
- Message it, like you message a friend TAlk to it… Siri, demo ---- Hey Siri, send a tweet that people love this presentation
- Siri, OK Google, Google Ads, Uber Cars Machine learning --
- 0:16 0:45 - 2 Hrs of training 1:15 - 4 Hrs mins