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Automate customer service with AI

5 must-dos for AWESOME customer service, with AI
First session as part of the 'AI for Business meetup' (http://meetup.com/botheads)

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Automate customer service with AI

  1. 1. Automate Customer Service NoApp.io
  2. 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. 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. 4. 5 must-dos for your customer service
  5. 5. #1 Talk Notes: What business is this company in?
  6. 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. 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. 8. #2 Interact Everywhere Tools that help Frontapp.com intercom.io smooch.io
  9. 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. 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. 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. 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. 13. #5 Talk Notes: Customers come in all colors
  14. 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. 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. 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!
  17. 17. 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.
  18. 18. Chat Bots
  19. 19. What is a chatbot? NATURAL DIALOG SYSTEM Talk Notes: Typical chatbot understands natural language and carries out tasks or retrieves information
  20. 20. 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.
  21. 21. Artificial Intelligence today Talk Notes: They are everywhere!
  22. 22. What is coming soon… real soon Talk Notes: Google Deepmind Demo playing Breakout!
  23. 23. After 2 hrs of play time Talk Notes: AI gets really good.
  24. 24. After 4 hrs of play time Talk Notes: AI figures out the winning strategy! Holy Shit!
  25. 25. 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)
  26. 26. P.S. Praveen, praveen@noapp.io Thileepan, thilee@noapp.io NoApp.io Meetup: meetup.com/Botheads

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