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.
Table of Contents
- Which AI tools are you using right now?
- How are you currently using these tools and AI in your role more broadly?
- How has using AI changed your role?
- What do you wish AI could do to help you in your role that it can't currently do?
- For someone in CS who hasn't started using AI at all yet, what advice would you give them?
- Where or how do you keep up to date with AI developments in CS?
Created time
Aug 2, 2024 02:13 PM
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Jul 12, 2024
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ai-in-action-cs-stories-conrad-jones-zinc
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As part of our new “AI in Action: Customer Support and Success Stories” bite-sized interview series, we sat down withZinc’s Head of Customer Success,Conrad Jonesto talk AI, and learn how he uses it every day to reduce support ticket volumes.
Which AI tools are you using right now?
How are you currently using these tools and AI in your role more broadly?
We are currently using the AI widget as the first point of contact for our customers, any questions they have will first be attempted to be answered by AI. This allows us to be able to offer a first line of 24/7 support while also providing instant answers to our most frequently asked questions.
“Any questions… will first be attempted to be answered by AI. This allows us to be able to offer a first line of 24/7 support while also providing instant answers to our most frequently asked questions.”
How has using AI changed your role?
It's allowed us to scale at a much more steady rate than we would have if we did not have AI implemented, it's reduced our chat volumes giving the team more time to focus on the questions which require human attention.
“It's allowed us to scale at a much more steady rate than we would have if we did not have AI implemented”
What do you wish AI could do to help you in your role that it can't currently do?
We currently have some tasks which currently are manual tasks, these are often related to chasing users for additional information, in an ideal world we would love to have some part of this process automated in the future whether this be the sourcing of the people who need chasing.
For someone in CS who hasn't started using AI at all yet, what advice would you give them?
I would recommend them to first be prepared to put in the leg work before, so for example ensuring that they have the relevant knowledge base articles, help centre docs ready for the AI to be able to provide answers.
“Be prepared to put in the leg work before, so for example ensuring that they have the relevant knowledge base articles, help centre docs ready for the AI to be able to provide answers.”
I would also recommend ensuring time is set aside to better improve resolution rates by looking at and highlighting areas of improvement, whether this be processes or knowledge articles.
Where or how do you keep up to date with AI developments in CS?
I follow a lot of pages on LinkedIn and newsletters, I like staying in touch with the trends around AI.
