Alex RaineyAlex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
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Sep 23, 2024 03:55 PM
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Sep 23, 2024
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I always thought our competition would come from other AI support agent products — like Intercom Fin AI, Zendesk AI etc. But it turns out it’s probably Google for many use cases.
Where do people turn when they have a question about a product they’re using?
- Usually a Google search to kick things off.
- Then find the right help docs article.
- Then scan that article for an answer.
- And sometimes go back and try some other links.
Google’s new AI overview feature does all that for you. And it’s not bad!
The problems for the owner of the product?
- They have no control over the answer.
- It’s often wrong from 20+ questions I’ve tried.
- They don’t get to help the user if they’re still stuck.
- The customer can’t go back and forth to troubleshoot something further.
So while Google’s AI overview will handle a decent number of simple one-off questions, companies still need to invest in:
- Incredible help documentation
- An AI agent trained on those docs (to handle 75% of support tickets)
- A smart, responsive customer service team to reply to the remaining 25% of complex requests
And as a bonus: if your customers realize they can get these instant AI answers on your own help docs site, they’ll come to your site first instead of Google.
Written by
Alex Rainey
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
