advise on AI and ML

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5 Comments

  • Julio Cesar
    Zendesk Luminary

    +1, I'll follow this one :)

    0
  • Mark Leci
    Zendesk Luminary

    I hope this is helpful; we don't currently have an AI/ML vendor, but based on some previous negative experiences with a vendor who I won't name here I would say it's critically important to be clear about what your specific goals are, how they will be measured and when you expect results. That will allow you to a) find a vendor who says they can meet those goals and b) ensure that you can hold them accountable. If you find a vendor and the results after implementation are not looking promising, do not wait to bring the hammer down! 

    For example, if your goal is to increase your percentage of automated ticket solves from 10% to 25% within 6 months of implementation, that should give you a fairly clear path to determine what solutions may work for you and whether they are on track to deliver. If after 3 months your automated solves are at 12%, your AI solution is likely not delivering. This might also give you some great context on whether you actually need an AI solution at all. If your automated solves are already at 20%+, maybe an AI solution isn't worth the budget. I know there can be more to an AI solution than ticket solves, but in that case I guess you have to consider the value of what's being addressed vs the cost. 

    The other thing I would say is that AI is a rapidly growing area and a saturated marketplace, some vendors are great at staying on top of improvements in technology and some are not. So unless you're confident that your vendor is going to keep pace with the market, a long term contract may not be in your best interest. Otherwise three years from now you might be saddled with an expensive and ineffective product, for which I'm sure your execs will blame you!! 

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  • Ashley Smyth

    Mark Leci thanks for the advise here its much appreciated!! we have installed one bit of Tech called CSAT.AI an app available in the market place, this is doing very well for us in the first week or so, 
    other targets and vision hasnt really been discussed so this is defo something I will look into before continuing my search!!

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  • Mark Leci
    Zendesk Luminary

    I shall take a look, thank you as well!

    0
  • Sandy Flies

    I am not sure if I have enough expertise to advise, but I would assume that AI and ML must be gradually introduced in any business. No, of course this is up to the management to invest money into software development or now. But with time, venues using machine learning models for analysis of traffic, will have more instruments at hands as compared to those who don't do it at all.

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