Announcing Zuzu: Knowledge Assistant for your workplace
Have you ever been confused about which version of a product spec to use? Or spent longer than you’d like to admit searching around for the most frequently asked queries about your product? Zuzu turns your customer queries into Internal Knowledge-bases so that you can keep important information at your fingerprints.
Zuzu is a simple, smart AI assistant that helps customer-centric teams by providing knowledge in their workflow the way they need it.
By taking over the mundane and time consuming work (e.g. looking for answers from team, searching for help articles) it frees up humans to focus on the things they do best.
Zuzu does this through machine learning and natural language processing on customer conversations. It stores and builds knowledge based on customer phrases so that agents can find knowledge the way customer is asking.
By Now, Knowledge-bases are build based on limited set of knowledge from marketing team. It barely helps sales or support team as Customers ask questions based on product experience.
Customers have every right to feel frustrated when looking for answers on Company FAQ page as solutions are not based on what they want but what company wants to tell them.
We’ve put a lot of product thinking, design and development into ensuring we avoid these common “we-first, customer-second” interactions.
Customer-Centric vs Product-Centric Knowledge-bases
Zuzu structures knowledge based on what customers are asking. Customer-first approach will help your team to always think in customers perspective.
It forces you to build knowledge based on what your customers are asking, not what your product does. This helps in aligning your whole company with customer-centric approach.
Your product team will first look for “What customers are asking?” and then will put FAQs or knowledge in place.
Customer-centric knowledge bases will have 60% more adoption then product-centric knowledge.
By building customer-centric knowledge-bases you will be able to save upto 90% of teams time that they invest in drafting replies for your customers.
Do you want to offer chat-bot based support to your customers?
Globally, 57 percent of companies either use chatbots already, or plan to do so in the coming year, according to a report by Forrester Research. “Many fail to use them properly due to common mistakes,” the report cautions. Those mistakes aren’t gaffes in content.
Facebook — 70% chatbot have failed on messenger.
60% of industries have agreed that chatbots fail to engage and provide long term support to their customers according Forrester research
Zuzu aims to provide you with chatbot ready knowledge-bases thus reducing the chances of failure.
Zuzu automatically learns from your team and customer interactions. Launch your knowledge-bases on customer channels such as Facebook or intercom when you are ready.
Let everyone participate in customer success
Share Knowledge-bases across all of your teams in workplace. Let your Sales, Product, and Support team work in collaborative manner to support your customers.
We’re just getting started
What we are launching today is only the beginning, a small step into the world of machine learning and natural language processing.
It’s wrong to assume this assistant, or any other type of artificial intelligence, will usher in a new era of virtual assistants willing and capable of doing all our bidding.
Assistants are still a long way from competing with humans. When it comes to context, sentiment, subtle knowledge and big picture thinking, humans will continue to triumph for a long time to come.
At zuzu, we are completely ok with that. We are betting that this assistant will augment, rather than replace humans in the long-term.
Zuzu will grow and gain new skills over time, but they will always be designed to organise company knowledge for customer as well as customer-facing teams.
The key to the success will be leveraging automation, machine learning and manners to strike the right balance between augmentation and automation.
You can try it out now, and let us know what you think.
PS: If you have any suggestion or idea you can always reach us at hi@zuzu.ai or visit https://zuzu.ai.
We are also live on Product Hunt — https://www.producthunt.com/posts/zuzu
