Aug
21
2018
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Talla builds a smarter customer knowledge base

Talla is taking aim at the customer service industry with its latest release, an AI-infused knowledge base. Today, the company released version 2.0 of the Talla Intelligent Knowledge Base.

The company also announced that Paula Long, most recently CEO at Data Gravity, has joined the company as SVP of engineering.

This tool combines customer content with automation, chatbots and machine learning. It’s designed to help teams who work directly with customers get at the information they need faster and the machine learning element should allow it to improve over time.

You can deploy the product as a widget on your website to give customers direct access to the information, but Rob May, company founder and CEO says the most common use case involves helping sales, customer service and customer success teams get access to the most relevant and current information, whether that’s maintenance or pricing.

The information can get into the knowledge base in several ways. First of all you can enter elements like product pages and FAQs directly in the Talla product as with any knowledge base. Secondly if an employee asks a question and there isn’t an adequate answer, it exposes the gaps in information.

Talla Knowledge Base gap list. Screenshot: Talla

“It really shows you the unknown unknowns in your business. What are the questions people are asking that you didn’t realize you don’t have content for or you don’t have answers for. And so that allows you to write new content and better content,” May explained.

Finally, the company can import information into the knowledge base from Salesforce, ServiceNow, Jira or wherever it happens to live, and that can be added to a new page or incorporated into existing page as appropriate.

Employees interact with the system by asking a bot questions and it supplies the answers if one exists. It works with Slack, Microsoft Teams or Talla Chat.

Talla bot in action in Talla Chat. Screenshot: Talla

Customer service remains a major pain point for many companies. It is the direct link to customers when they are having issues. A single bad experience can taint a person’s view of a brand, and chances are when a customer is unhappy they let their friends know on social media, making an isolated incident much bigger. Having quicker access to more accurate information could help limit negative experiences.

Today’s announcement builds on an earlier version of the product that took aim at IT help desks. Talla found customers kept asking for a solution that provided similar functionality with customer-facing information and they have tuned it for that.

May launched Talla in 2015 after selling his former startup Backupify to Datto in 2014. The company, which is based near Boston, has raised $12.3 million.

May
08
2018
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BotChain wants to put bot-to-bot communication on the blockchain

Increasingly we are going to be having bots conducting business on a company’s behalf. As that happens, it is going to require a trust mechanism to ensure that bot-to-bot communication is legitimate. BotChain, a new startup out of Boston wants to be the blockchain for registering bots.

The new blockchain, which is built on Ethereum, is designed to register and identify bots and provide a way for companies to collaborate between bots with auditing capabilities built in. BotChain has the potential to become a standard way of sharing data between bots in a trusted way.

The idea is to have an official and sanctioned place for companies to register their bots securely. As the organization describes it, “BotChain offers bot developers, enterprises, software companies, and system integrators the critical systems, standards, and means to validate, certify, and manage the millions of bots and billions of transactions powered by AI.

Photo: allanswart

The company was created by the team at Talla, a bot startup in Cambridge, but the goal is to open this up to much larger community of partners and expand. In fact, early partners include Gupshup, a platform for developers and Howdy.ai, B2B enterprise bot developers along with Polly, CareerLark, Disco (formerly Growbot), Zoom.ai, and Botkeeper.

BotChain is the brainchild of Rob May, who is CEO at Talla. He was formerly co-founder and CEO at Backupify, which was sold to Datto in 2014. He recognized that as bot usage increases, there needed to be a system in place to help companies using bots to exchange information, and eventually even digital currencies to complete transactions in a fully digital context.

May believes that blockchain is the best solution to build this trust mechanism because of the ledger’s nature as an immutable and irrefutable record. If the entities on the blockchain agree to work with one another, and the other members allow it, there should be an element of confidence inherent in that.

He points to other advantages such as being decentralized so that no single company can control the data on the blockchain, and of course nobody can erase a record once it’s been written to the chain. It also provides a way for bots to identify one another in an official way and for participating companies to track transactions between bots.

Talla opened this up to a community of users because it wants BotChain to be a standard way for bots to exchange information. Whether that happens or not remains to be seen, but these types of projects could be important building blocks as companies look for ways to conduct business confidently, even when there are no humans involved.

BotChain has raised $5 million USD in a private token sale to institutional investors such as Galaxy Digital, Pillar, Glasswing and Avalon, according to the company.

In addition, they will be conducting another token pre-sale starting this Friday to raise additional funds from community stakeholders. “This token sale is a way to give [our community] access. Purchasing these tokens allows users to start registering their assets and create chains of immutable records of what their machines have done,” May explained. He said the company expects to sell about $20 million worth of tokens this year.

You can learn more about Botchain from this video:

Apr
05
2017
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Talla service bot lets IT ease into AI

Cartoon of robot sitting at help desk. Talla, a Cambridge, Mass. startup, wants to help companies ease into artificial intelligence, and they have come up with a new service assistant bot that gives companies whatever degree of intelligence-fueled power they are looking for. The tool, called ServiceAssistant, works as an IT or HR help desk inside of Slack or Microsoft Teams and gives customers a few options on how to use it. First… Read More

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