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The point about chatbots lessening the shyness barrier in a public forum is very interesting. I think just like (imo) much of the value of the data science cra

The point about chatbots lessening the shyness barrier in a public forum is very interesting. I think just like (imo) much of the value of the data science craze of the last 10 years came not from the final analysis of the data but from inducing businesses to start measuring and storing operational metrics from every corner of the company in a structured way in the first place, much of the business value of ChatGPT will come from things like forcing businesses to start writing and maintaining good quality internal documentation. The journey of getting your business to a point where AI can be useful for you is itself just as valuable as what AI will do for you.

wwilim 4y ago
It's potentially even better than the big data craze - actually using the operational data was often stuck in a vicious cycle of (nobody has yet successfully used the data -> data is poor quality because nobody motivates making it better), and I bet most companies have never actually completed a single feedback cycle of their data-leveraging initiatives. Hooking a chatbot up to your documentation will be comparatively easier and offer near-instant feedback
- jasonwcfan 4y ago
  Yeah - we think similarly to how Gong and other sales enablement products helped companies quantitatively measure and improve sales rep performance, there will be a lot of value in products that help measure and improve customer service performance. With software products getting more complex (salesforce has like 100 products), companies can increasingly get just as much value from upselling their existing customers as on finding new ones.
jasonwcfan 4y ago
Exactly. I didn't mention it in the post but the master plan is to give companies analytics over their customer conversations and documentation. This was technically possibly years ago but no one did it because customer support was seen as a cost center and the goal was to minimize spend. Companies rarely invested in CS instrumentation, or even outsourced the function entirely, which I find super odd because no one talks to customers more than the CS team. With language models being where they are today, companies can get some really valuable insights out of these conversations, but like you said they do need to measure and store the right things.
- mgkimsal 4y ago
  You're telling me that for all these years, my calls being recorded for quality assurance was all in vain? ;)

wwilim 4y ago

It's potentially even better than the big data craze - actually using the operational data was often stuck in a vicious cycle of (nobody has yet successfully used the data -> data is poor quality because nobody motivates making it better), and I bet most companies have never actually completed a single feedback cycle of their data-leveraging initiatives. Hooking a chatbot up to your documentation will be comparatively easier and offer near-instant feedback

jasonwcfan 4y ago
Yeah - we think similarly to how Gong and other sales enablement products helped companies quantitatively measure and improve sales rep performance, there will be a lot of value in products that help measure and improve customer service performance. With software products getting more complex (salesforce has like 100 products), companies can increasingly get just as much value from upselling their existing customers as on finding new ones.

jasonwcfan 4y ago

Exactly. I didn't mention it in the post but the master plan is to give companies analytics over their customer conversations and documentation. This was technically possibly years ago but no one did it because customer support was seen as a cost center and the goal was to minimize spend. Companies rarely invested in CS instrumentation, or even outsourced the function entirely, which I find super odd because no one talks to customers more than the CS team. With language models being where they are today, companies can get some really valuable insights out of these conversations, but like you said they do need to measure and store the right things.

mgkimsal 4y ago
You're telling me that for all these years, my calls being recorded for quality assurance was all in vain? ;)