Concept3D: Using My AskAI to map out their own knowledge

Created time

Oct 4, 2023 08:03 AM

Author

Mike Heap

Concept3D uses MyAskAI to drive their own customer success team to succeed, making 10% efficiency gains

Concept3D makes 3D mapping and virtual tour software for some of the biggest colleges and companies across the US

Given the technical nature of their product and their growing company, ensuring knowledge is shared and accessible between all employees when they need it can be a challenge

By creating an AskAI using all of their internal documentation, Zack (VP of Customer Operations) was able to improve the efficiency of his team by 10%, enabling them to do more, with less

They are now looking to use My AskAI more extensively throughout their business, enabling their sales team to respond quicker to RFPs, with higher-quality answers

What does Concept3D do?

Concept3D is a platform that makes 3D mapping and virtual tour software. They provide services to over 700 colleges in the US, along with Fortune 500 and Fortune 100 enterprise clients including ESPN and Disney, conventions, and airports.

They have been in operation for over 17 years and their products have allowed millions of people to better navigate and discover the worlds around them through more immersive 3D experiences.

Beyond seeing what is in front of you, they want to combine their technology with the Internet of Things (IoT) to show you things to make your life easier, like how full the parking lot is, or whether you can get a PC in the college lab if you left now.

People come and go, but the knowledge stays

Like any business that has been around for as long as Concept3D, many people have come and gone. For those who have left, they often take with them huge swathes of technical, business-specific knowledge, knowledge that has to be re-learned by whoever ends up replacing them.

This issue is never more prevalent than with customer success and support teams. They need to be kept up to speed with highly technical solutions and figure out ways their solutions can be applied to their clients to keep them happy and engaged.

Having been with the business since day 1, knowing the abundance of data and knowledge within the business, and having a keen interest in the current AI wave, VP of Customer Operations, Zack Mertz knew there must be a better way to share Concept3D’s knowledge with his team so they could better serve their clients.

He found My AskAI.

Creating an AI oracle for the customer success team

Zack uploaded pretty much everything he could find to his My AskAI - internal docs, Slack data, Google Drive, and anything he thought someone else in the business might find useful or ask about.

He then shared the AskAI with his team and instantly saw an impact.

“Before we would say: oh we answered this before, where was it?, then try and find the ticket and see if it was relevant. Now we have uploaded all our previous tickets in, we can just ask our AskAI and we get an answer right away”

Right now he estimates his team saves 30 minutes per day per team member (up to a 10% productivity gain) by using AskAI, significantly reducing inbound tickets and wait times.

Not only that but he realized he could also use their AskAI as a tool to reduce queries from their Sales team, giving them a first port of call to answer questions so they can get back to prospective customers faster with RFP questions.

“Remarkably, we find ourselves alive at the precise moment when artificial intelligence is emerging and My AskAI gives us the unique opportunity to engage with it.”

What next?

Concept3D wants to add more of its data to its AskAI, using more of My AskAI’s upcoming integrations to make it even more powerful.

One day Zack sees it as a tool their sales team could use directly to respond to RFPs and even company acquisition queries, but right now, his main focus is on making more people within his organization aware of it, starting off by sharing it with the company’s knowledge team.

We can’t wait to see all the innovative ways Zack deploys My AskAI in Concept3D’s business in the future!