Slack is where many customer support teams spend so many hours of their day. The conversational data that is created in this platform can be utilized to accelerate onboarding and productivity, particularly for rapidly scaling customer support teams. Ignoring its utility is grave mistake, so let’s review the opportunity to…
Posts Taggednlp
How to search Confluence from Slack – a better way to manage FAQs for internal support
Confluence is a popular wiki for both technical and customer facing teams. A challenge that many teams encounter with Confluence is its limited native integration with Slack, where so many support questions are asked and answers are given every day. A common workflow pattern that arises in any internal support…
The 4 most powerful and important features that your next IT Support desk management tool must have
Its never too early to enable a self-serve internal support channel for your organization, but at some point after many repeated annoyances, the evidence becomes so painfully obvious that you simply cannot deny addressing the need any longer. Refusing self-serve support is both costly and unsustainable in companies the midst…
December 2020 Changelog
Here’s what we’ve been working on for you in December, all wrapped up and ready for the holidays… Obie Training channel The #obie-training channel is a special dedicated channel where Obie gives more insight into how decisions are made. This channel is designed to help you better understand how Obie…
How IT help-desks can leverage AI for ticket deflection
We all want more ticket deflection, don’t we? If you work in IT support, you most likely have an opinion on its value relative to your workload and role. For many, IT helpdesk ticket deflection is the holy grail of internal support. Amid the seemingly never ending flow of service…
April 2020 Changelog
Even the COVID-19 pandemic can’t stop us; we’re pushing updates to Obie all the time and April 2020 is no exception. Here is our latest changelog: Search, search, search! Obie’s NLP got another boost. We’re always working to enhance Obie’s core natural language understanding and saw a healthy boost in…