Growth Series BLOG

Its a Premium BLOG template and it contains Instagram Feed, Twitter Feed, Subscription Form, Blog Search, Image CTA, Topic filter and Recent Post.

All Posts

Training AI-driven Support Bots to Deliver the Next Generation of Customer Experience

Recorded - available as on demand webcast

A good digital experience is about facilitating information flows between the organization and its customers. Whether answering questions on community bulletin boards, self service through FAQ’s, email communications, interactions with call center agents or text exchanges with bots, the objective is to give customers the information they need to use a product, make a selection, solve a problem and achieve their overall goal.

At the heart of this is knowledge in various formats. In the AI world, it is referred to as “training content” – the knowledge assets that support customers directly or indirectly. Whether training a support engineer or training an AI driven virtual assistant, harvesting and reusing these assets is key. However in most large organizations training platforms, knowledge bases and support applications have evolved organically with different architectures, changing ownership, fragmented taxonomies and disparate approaches. Some believe that AI and machine learning will solve this problem but while these technologies are promising, not every support application and knowledge source is amenable to a fully automated approach. Even when that is possible, certain elements have to be in place.

In this edition of the Earley Executive Roundtable, our panel of experts will tackle such questions as: 

  • What does the changing technology landscape mean to support organizations, call centers, and customer service functions?
  • Can knowledge be captured and structured for reuse in a sustainable, economically viable way?
  • How can the customer be supported throughout their journey by knowledge that originates in different parts of the organization?
  • How do processes need to evolve to provide an end to end seamless, positive experience?

view webcast

Seth Earley
Seth Earley
Seth Earley is the Founder & CEO of Earley Information Science and the author of the award winning book The AI-Powered Enterprise: Harness the Power of Ontologies to Make Your Business Smarter, Faster, and More Profitable. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. He has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance.

Recent Posts

How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.

LIVE: Getting Value From Out-Of-The-Box AI Applications

Join us for a live recording of the Earley AI Podcast on September 29, 2021 at 1:00 PM Eastern Time.

How To Choose The Best Marketing Process For Digital Transformation

Most organizations are realizing that understanding and embracing the sea change that is impacting the marketing function will mean the difference between success and failure of go-to-market activities of entire businesses.  Unfortunately, the industry is so crowded and noisy that it is difficult to distinguish significant developments from distractions.  The wide range of tools, technologies and approaches that require familiarity, fluency and expertise means that marketing directors can spend inordinate amounts of time on researching options without achieving meaningful impact.