Sorin AlupoaieMay 19, 20214 minKnowledge ManagementHow to build a culture of knowledge-sharingA few months back I had the opportunity to talk with over thirty Support Engineers, most working for established software companies with...
Sorin AlupoaieApr 8, 20214 minBest PracticesHow to mine a feature request for better product decisionsNo matter how great your product is, there will be gaps between what the customer needs and what the product offers. So if you work in...
Sorin AlupoaieFeb 15, 20215 minKnowledge ManagementHow to get customers to "see" your SaaS Knowledge BaseYou finally have the help center you are proud of. Probably you spent months talking with the product team, reading support tickets,...
Sorin AlupoaieJan 21, 20216 minArtificial IntelligenceOff the shelf support automation with GPT-3Helping the customer help himself is undoubtfully one of the most important things you can do in Customer Support. For this you need two...
Sorin AlupoaieDec 10, 20204 minArtificial IntelligenceAuto-crafting a message reply, and other GPT3 use casesIn this issue, I continue my exploration of GPT3 with a deep dive into some interesting use cases of this technology in Customer Service....
Sorin AlupoaieNov 17, 20205 minArtificial IntelligenceThe tale of a sarcastic bot, and other GPT-3 storiesThis post was originally published in CustomerThink Something huge happened in the AI space this summer. A major breakthrough in the way...