AI for Support Teams [Webinar]

AI is the buzzword of the decade, and for good reason. Support teams across industries are scrambling to harness its potential. But with so much hype, it's easy to get lost in the noise. So, how can you leverage AI strategically to empower your customer support team?

Our most recent webinar is here to cut through the confusion and guide you on the right way to implement AI for your team and your customers.

Where AI Shines (and Where it Needs Help) ✨ - 2 mins

AI isn't perfect, but it excels at tasks that involve extracting data and following clear instructions. Categorizing support requests, a common pain point, is a perfect example.

However, AI can struggle with things like creative problem-solving and making actual decisions. So, while it can be a whiz at sorting information, it often needs human guidance to truly understand the nuances of customer issues. Our best advice is to build features that leverage a mix of AI magic and the human touch when required.

Deciding if AI is Right for the Job 🤔 - 6 mins

Thinking about bringing AI onto your customer support team? Before diving in, it's crucial to consider these two questions to see if AI is the best solution.

How costly would the wrong AI implementation be? You must consider the appropriateness of utilizing AI when building external solutions (for customers) or internal solutions (for your colleagues). B2B vs. B2C considerations should also come into play. For complex B2B interactions, human expertise might be preferred. In B2C scenarios with high volumes of simpler inquiries, AI can be a great efficiency booster.
What’s wrong with good old hard-coding? Let’s not forget just how magical software can be without AI. Hard-coded solutions following if-this-then-that rules excel at well defined tasks with a limited set of outcomes. Don’t let the allure of AI sway you every time, often hard-coding does the job better than anything.

Your Go-To Framework for Finding AI Solutions 🛠️ - 10 mins

We work with teams who often ask the question “how can we use AI to better our KPIs?”. So, we’ve created a practical framework for deciding where AI can be most effective within your customer support team. Here's the step-by-step approach:

List out all the tasks your team does
Get granular on how those tasks are completed
Identify potential areas for AI and code
Estimate impact and decide what to build

Beware of Red Flags Before You Build 🚩 - 3 mins

Building AI functionality for your team can be exciting, but finding the path to success is hard. You want to avoid wasting time building something that has no impact or is too difficult for your team to actually use. There are often red flags you need to look out for before you start building. We break down for you the most common ones we see from customers.

(EXAMPLE) Small AI Tweak, Big Business Impact 📈 - 2 mins

Small AI updates can have a big business impact. In this example, we’ve built a Ply feature which uses AI that rewrites customer support messages to better reflect the company's brand voice. This might seem like a small detail, but it can significantly improve customer experience and help you improve your CSAT score.

All of the examples shown in the webinar are features built with Ply.

Ply lets you build your own custom AI features into the apps you already use, without code.