From AI Technology to Customer Service Request Routing Business Solution
Spinout of another Chuck Williams AI company to apply natural language processing AI platform to customer service use case.
Domains
- Contact Center Infrastructure
- Online Customer Support
- Artificial Intelligence Platform
- Automated Email Response
- Automated Customer Service Request Routing

Objectives
- Create new category for automated customer service in early days in Internet
- Differentiate from ticketing software
- Make AI a business use case
Challenges
- AI was an emerging technology
- Online customer support was a nascent
- Contact centers are slow to change their existing infrastructure
- Internet was not yet used by enterprises to engage with customers
Process
- Dove deep into the technology with founding CEO and product management
- Interviewed sales to understand how and what they “sold”
- Ran focus group of customer support professionals
- Ran day-long messaging workshop with executive team and key engineers
Findings
- Financial services industry was the most receptive to the concept of automated email routing and response at that time
- AI engine was not well understood by target market
Solutions
- Positioned the AI platform as automated customer support response and routing for financial services
- Created marketing materials focused on Line-of-Business
- Conducted extensive sales training workshops with exercises
Results
- Company made initial inroads into financial services market