Name: 10 Minutes to Customer Happiness by B2X Live
Duration: 5 min 50 s
Description: Products are becoming increasingly better and reliable, the range is widening and competition is becoming stronger. True differentiating characteristics are particularly being brought to the fore, led by an excellent customer care experience. But why is that so hard to implement?

Customer service is a key application for bots—one of the first that we think of when we imagine a world full of AI-enabled conversational interfaces. In this episode of the O’Reilly Bots podcast, Pete Skomoroch and I talk with the founders of two companies that have developed bots to help consumers and companies talk to each other.

Michael Schneider, Rachel Law, and Alyx Baldwin on Customer Service With Bots

A lot of machine learning startups initially feel a bit of “impostor syndrome” around competing with big companies, because (the argument goes), those companies have all the data; surely we can’t beat that! Yet there are many ways startups can, and do, successfully compete with big companies. You can actually achieve great results in a lot of areas even with a relatively small data set, argue the guests on this podcast, if you build the right product on top of it.

So how do you go about building the right product (beyond machine-learning algorithms in academic papers)? It’s about the whole system, the user experience, transparency, domain expertise, choosing the right tools. But what do you build, what do you buy, and do you bother to customize? Jensen Harris, CTO and co-founder of Textio, and AJ Shankar, CEO and co-founder of Everlaw, share their lessons learned here in this episode of the a16z Podcast — including what they wish they’d known early on.

Because, observes moderator (and a16z board partner) Steven Sinofsky, “To achieve product market fit, there’s a whole bunch of stuff beyond a giant corpus of data, and the latest deep learning algorithm.” Machine learning is an ingredient, part of a modern software-as-a-service company; going beyond the hype, it’s really about figuring out the problem you’re trying to solve… and then figuring out where machine learning fits in (as opposed to the other way around). Customers are paying you to help solve a problem for them, after all.

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a16z Podcast: The Product Edge in Machine Learning Startups

Products are becoming increasingly better and reliable, the range is widening and competition is becoming stronger. True differentiating characteristics are particularly being brought to the fore, led by an excellent customer care experience. But why is that so hard to implement?

10 Minutes to Customer Happiness

B2X Live is the podcast for customer care professionals brought to you by B2X. B2X is the leading global provider of end to end customer care solutions for mobile and IoT devices. Founded in 2007, B2X helps many of the world’s leading mobile and consumer IoT companies deliver a superior after sales service experience.

10 Minutes to Customer Happiness

B2X Live

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