Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review.
For client service operations today, synthetic intelligence hasactually endedupbeing an vital part of accountable client service management. To talk about how and why an AI representative can be your tier one assistance, we’re here today with Brian Donahue, Intercom’s Vice President of Product, for his insights. Brian, thanks so much for being with us.
Brian Donahue, Intercom: Hey, Todd. Thanks for having me here.
Todd Pruzan, HBR: OKAY, Brian, a lot of consumer service leaders appear to be havingahardtime with how to fit AI into their assistance system. So with so lotsof prospective alternatives, how do they get began?
Brian Donahue, Intercom: The finest method to actually believe about it is an AI representative is your front line of client assistance, so what can they fix before your human representative requires to action in. And normally, this is the most typical, uncomplicated types of concerns. And actually, what we believe the method folks can land it quickly in their head is, think of your representative as your tier one assistance.
Todd Pruzan, HBR: OKAY, can you talk a little bit more about what tier one assistance is and what AI implies for the operations at this phase? I suggest, how does a client experience AI?
Brian Donahue, Intercom: Yeah, there’s no requirement meaning of what tier one assistance implies. A lot of business mean somewhat various things or insomecases meatier various things. So the method we believe about it is, what are the types of concerns coming in and truly, bucketing those. So we believe pail one of these concern types is informative concerns that consumers have.
These are the generic. The response is generic. It doesn’t matter who the client is, it’s going to be the verysame response that they’re going to get. And this is the simplest location for your AI representative to start. All the responses are in your understanding base someplace, or oughtto be or requirement to be for the AI representative to be able to response it, so it’s simply having that assistance material in location. So that’s uncomplicated. Everyone gets that part of it. But it’s beneficial to believe about that, this informative content, you might have, if your service, your organization has enough scale, you mostlikely have item professionals or service experts, individuals who specialize in various locations since it’s more complex, it’s muchdeeper, it’s simply harder for consumer service folks to actually understand the breadth of your company.
But in this case, your AI representative can scale for that complete width and depth. So actually, the AI representative, not simply dealswith the educational concerns, however likewise manages that item expertise. As long as you have the paperwork there, your AI representative understands it. So yeah, that’s container one, informative.
Todd Pruzan, HBR: Informational. That makes sense. So where does it go from there?
Brian Donahue, Intercom: So if details is generic, the response is generally the verysame for any client. Then the 2nd container is where that’s not the case. It requires to be individualized. So generally what’s occurring here, I’ll provide an example for it as somebody stating, hello, when is my brand-new credit card going to showup? Obviously, this