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?
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Jul 22, 2024 12:46 PM
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Aug 2, 2024
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As part of our new “AI in Action: Customer Support and Success Stories” bite-sized interview series, we sat down withZeffy’s Customer Success Manager,Ella Royto talk AI, and learn how she uses it every day to reduce support ticket volumes and to generate content.
Which AI tools are you using right now?
How are you currently using these tools and AI in your role more broadly?
We useChatGPTmainly for content production – this includes drafting emails, properly translating articles/newsletters, rewriting/optimizing content, and more.
We useMy AskAIfor automating responses to customer support inquiries, deflecting over 85% of the questions we receive and allowing our team to dedicate more time to more complex cases.
How has using AI changed your role?
Using AI has significantly increased the amount of time I am able to dedicate to support cases that require more contextual understanding. This includes more time to spend with users to discuss their usage of the platform, how they can better utilize our tools, how they can make use of workarounds in cases where a requested feature is not available and more. The hours remain relatively similar but having to answer fewer FAQ questions that AI is able to answer on my behalf, the time spent on more personal assistance has increased!
“Using AI has significantly increased the amount of time I am able to dedicate to support cases that require more contextual understanding. This includes more time… with users to discuss their usage of the platform and how they can better utilize our tools”
What do you wish AI could do to help you in your role that it can't currently do?
Better understand nuanced customer inquiries with greater contextual accuracy.
In our particular case, we have a multitude of topics that different types of users can inquire about and depending on the type of user they are, the response will be slightly different which is a context we are having difficulties training our AI for.
More AI-driven analysis of ongoing topics that could automatically identify trends based on seasonality and provide actionable insights would also be incredibly helpful.
“More AI-driven analysis of ongoing topics that could automatically identify trends based on seasonality and provide actionable insights would also be incredibly helpful.”
For someone in CS who hasn't started using AI at all yet, what advice would you give them?
I think a great place to start is considering and identifying repetitive and time-consuming tasks that take up a significant amount of your time.
“I think a great place to start is considering and identifying repetitive and time-consuming tasks that take up a significant amount of your time.”
Putting a finger on what those tasks are is a great way to narrow down the specific places in which AI could be implemented.
In our team, the implementation of AI really started with a concrete pain point we were looking to address and then a deep dive into what we were looking to address before expanding the implementation of AI into other areas of our work.
Where or how do you keep up to date with AI developments in CS?
We mainly stay updated with AI developments through a combination of newsletters, LinkedIn, and colleagues.
