Wise Insights

GE Acquires Wise.io to Accelerate Machine Learning Efforts

On Tuesday, GE Digital announced that it had entered into a definitive agreement to acquire machine learning technology company Wise.io.  The acquisition will enable GE Digital to further accelerate development of advanced machine learning and data science offerings on the Predix platform. The Wise.io technology deepens GE’s machine learning stack and the team will spearhead innovative solutions in GE’s vertical markets to develop intelligent systems offerings.

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Topics: Machine Learning, Data Science, Customer Support

eCommerce Site Automates Ticket Classification with Precision

Modern online retail businesses recognize that superior customer service and support sets them apart in a saturated eCommerce environment. However, as these businesses grow, many don’t effectively scale customer support teams and processes. Without an adequate growth plan in place, companies begin to waste valuable human capital on the tedious task of manually classifying support tickets.

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Topics: Machine Learning, Customer Success, Customer Support

Strategies to Handle Customer Support Ticket Spikes During the Holidays

To many, the holidays are a time of joy, celebration, and relaxation. For those in the customer service industry, however, the holidays represent a time of surging support tickets for product inquiries, rush deliveries, refund requests, and more. Starting on Black Friday and continuing through December and into the new year, increased customer support demand can be less than joyful.

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Topics: Machine Learning, Customer Success, Customer Support

How AI Improves Customer Support - A Q&A with Wise.io CEO Jeff Erhardt

The way we deliver customer support is rapidly changing, and one of the technologies at the forefront of that change is Artificial Intelligence (AI).

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Topics: Customer Success, Customer Support

Empathy at Scale and the Year of Machine Learning

When I first spoke with Maggie Armato, who is the head of Pinterest’s Pinner Operations team, at the first Zendesk Relate Conference in October 2015, I was struck by some radical differences in the way she approached support compared to the vast majority of support leaders I had been speaking to.

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Topics: Machine Learning, Customer Success, Customer Support

Sophisticated Ticket Queuing: A Powerful Tool for High Performance Support Teams

A surprising amount of support organizations I work with, large and small, make do with a pretty basic ticket routing workflow. They may be utilizing a round robin distribution system, a first in first out approach, or maybe they’ve created a few rudimentary tiers based on customer type.

The appeal of these approaches is that they’re easy to set-up and simple to maintain.  However, more complex workflows, based on a fine grained classification of incoming tickets, create a number of powerful opportunities for support teams to deliver an even better customer experience.

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Topics: Machine Learning, Customer Success, Customer Support

A.I. vs. OnDemand Customer Support (video)

The way we deliver customer support is rapidly changing, and two technologies at the forefront of that change are Artificial Intelligence and OnDemand customer support. 

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Topics: Machine Learning, Customer Success, Customer Support

Machine Learning Enables Efficient Multi-Channel Social Customer Support

Multi-channel support is becoming more and more common. Customers want the path of least resistance to getting the information they need, and part of that means they want to communicate in the manner that’s most comfortable for them.  

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Topics: Machine Learning, Customer Support, Social Media

Preventing Burnout: The Human Benefits of Machine Learning

If you’ve ever worked in customer service, or even had a conversation with a customer service agent regarding a question, problem, or complaint, then you know that this line of work is no cakewalk. Customer support teams are in the service business, after all, including all the ups and downs that come with it. With online support agents in particular, the tasks tend to be repetitive and monotonous.

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Topics: Machine Learning, Customer Success, Customer Support

Thumbtack Nets 640% ROI with Intelligent Triage Application

In late 2015, a San Francisco-based company called Thumbtack found itself in need of a scalable support solution. The company delivers custom, project-specific quotes aimed at helping people find qualified professionals to help them tackle their biggest home projects.

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Topics: Machine Learning, Customer Success, Customer Support