Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
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Jul 27, 2024 05:02 PM
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Jul 27, 2024
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5-steps-to-choosing-the-right-ai-agent-for-customer-support
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Choosing the right AI agent for customer support can be overwhelming. Here's a simple process one of our recent enterprise customers used to get it right:
Step 1: Vendor Selection
- Research and compare vendors (My AskAI is a good place to start 😇)
- Look for industry-specific experience (we focus on SaaS for example)
Step 2: Choose Your Metrics
- Decide what success looks like for you?
- Focus on measuring answer quality, resolution rate, and customer satisfaction
Step 3: Question List
- Prepare a detailed list of real questions from your customers to test the AI
- Make sure they are varied, and are answerable from your knowledgebase (aim for 50-200 to get a good sample)
- Rank the responses (blind) from each vendor
Step 4: Understand Implementation
- Get a clear picture of the implementation process (what integrations do they have, will you need IT to get it set up?)
- Does the vendor offer set up/onboarding support to get you live?
Step 5: Roll Out Strategy
- Start with free users or a small segment of your customer/userbase
- Gradually scale based on feedback and performance to paying users
This was exactly the process that one of our customers recently shared that they went through before selecting us so I thought it might be useful!
