Thought leadership - What does it take to shine as a contributor ?

  3) Gen AI chatbot case studies - Different levels of efficiency  With continuation to our last blog on pain points and tips to use chatbots in support teams, we continue here with classic examples which you’d have come across when chatting with one.  To introduce the baseline, support teams work closely with the following teams. There might be more, but we focus here on the core roles. 1) Workflow management and operations teams to balance contact volume and manpower requirements 2) Content Management Team (CMS) for regularly updating content as per new updates and feedback from quality assurance teams 3) AI engineers who work on the bot’s functionalities and improvisations. Here, we have 4 case studies by deep diving on training models from few reputed brands. This article analyses how the bot handles the contact and the resulting user experience. Case 1 - User X contacts the support team to know updates about a specific policy. To his dismay, the bot typed the enti...

  2) Identifying problem statements in using virtual assistants / support chatbots: In the last edition, we saw an example where User X orders food from a reputed platform, and he tries to reach out to support for help. With the options the bot offers, there is no solution and the loop continues. (Bot asks to call the delivery agent where the user reached out as he is unable to).. Giants like Amazon invest significant efforts to continuously audit and improve their customer service everyday - to be identified as earth’s number one customer centric company. But why is customer service considered so important in building a brand / company’s identity ? Whether it’s a manufacturing / service sector, it’s very possible that there are going to be errors - in the process or quality of offerings to their customers. Collecting feedback from users is crucial to introspect, iterate and improve the process and stay ahead of competitors and retain, expand the customer base. Inbound feedback is ...

  How cool are Gen AI based customer service chatbots ? With the bloom of Gen AI based automated solutions in almost every sector, the transition from live support to automated chatbots in customer service / technical support areas is phenomenal over the past few years. Players with automated chatbot services like Freshdesk, Zendesk etc have a solid role to play in reshaping the user experience for new age users, who value time and effort more than money. But, are we able to provide the best to them, let’s check it out.          Before we deep dive into the subject, here are some interesting findings about chatbots in customer support. The global chatbot market size was estimated at USD 5,132.8 million in 2022 and is expected to expand at a compound annual growth rate (CAGR) of 23.3% from 2023 to 2030 59% of customers expect a chatbot to respond within 5 seconds  62% of consumers would rather talk to a chatbot than wait 15 minute...

  Signs You Could Be a Great Fit as a Product Ninja When hiring candidates or casually meeting young talents, I often hear questions like: “What key qualities do you look for in a product team member?” “How do I know if I’m a good fit for a product-based role?” These questions frequently come from aspiring freshers and professionals looking to transition into product management early in their careers. While technical skills matter, there are other essential qualities that can help you assess your potential and further refine your abilities. 1. You’re Naturally Curious You have an insatiable thirst for knowledge. You don’t need structured content or a predefined syllabus to start learning.When you see an ad for your favorite product, your mind instinctively asks, “Why this tagline? Why this design? How has this product evolved over time?” You track product and company performances, engage in discussions, and love debating ideas with fellow enthusiasts. If people have ever called you...