Leslie OFlahavan (Owner, E-WRITE)
Date: Tuesday, April 30
Time: 3:45 pm - 4:45 pm
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Optimizing the Support Organization, Achieving Service Excellence
Vault Recording: TBD
Audience Level: All
Let's be honest: some tech support analysts are poor or unwilling writers. Their grammar and punctuation is rocky, they some -- not all -- of the customer's questions, and their tone can be a bit curt. At the same time, let's be honest about ChatGPT: it can't empathize with customers authentically, it occasionally provides incorrect information, and it's not great at building rapport or trust. Still, it's not "either"; it's "both." Your support organization should be using both humans support analysts and AI writing tools like ChatGPT to compose emails, knowledge base articles, and live chats with customers. In this session, Leslie O'Flahavan will cover some of the ways AI tools can help your team write quicker, clear that email queue faster, and make your organization's responses to customers better.
In this session, you'll learn:
• How to choose a human-first or an AI-first approach to writing to customers.
• Why support analysts must refine the less-than-sincere empathy statements AI produces
• How analysts can use AI to copyedit their freetexted emails and social media responses
• Whether an AI writing assistant can compose responses in that build trust