INSUBCONTINENT EXCLUSIVE:
Talla is taking aim at the customer service industry with its latest release, an AI-infused knowledge base
Today, the company released version 2.0 of the Talla Intelligent Knowledge Base.The company also announced that Paula Long, most recently
CEO at Data Gravity, has joined the company as SVP of engineering.This tool combines customer content with automation, chatbots and machine
It designed to help teams who work directly with customers get at the information they need faster and the machine learning element should
allow it to improve over time.You can deploy the product as a widget on your website to give customers direct access to the information, but
Rob May, company founder and CEO says the most common use case involves helping sales, customer service and customer success teams get
access to the most relevant and current information, whether that maintenance or pricing.The information can get into the knowledge base in
First of all you can enter elements like product pages and FAQs directly in the Talla product as with any knowledge base
Secondly if an employee asks a question and there isn&t an adequate answer, it exposes the gaps in information.Talla Knowledge Base gap list
Screenshot: Talla&It really shows you the unknown unknowns in your business
What are the questions people are asking that you didn&t realize you don&t have content for or you don&t have answers for
And so that allows you to write new content and better content,& May explained.Finally, the company can import information into the
knowledge base from Salesforce, ServiceNow, Jira or wherever it happens to live, and that can be added to a new page or incorporated into
existing page as appropriate.Employees interact with the system by asking a bot questions and it supplies the answers if one exists
It works with Slack, Microsoft Teams or Talla Chat.Talla bot in action in Talla Chat
Screenshot: TallaCustomer service remains a major pain point for many companies
It is the direct link to customers when they are having issues
A single bad experience can taint a person view of a brand, and chances are when a customer is unhappy they let their friends know on social
media, making an isolated incident much bigger
Having quicker access to more accurate information could help limit negative experiences.Today announcement builds on an earlier version of
the productthat took aim at IT help desks
Talla found customers kept asking for a solution that provided similar functionality with customer-facing information and they have tuned it
for that.May launched Talla in 2015 after selling his former startup Backupify to Datto in 2014
The company, which is based near Boston, has raised $12.3 million.
