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Historically, customer service and account representatives have had access to content from various departments to support them and their education. But merely having access to this content isn’t enough; traditional search methods are highly time-consuming and can lead to key details slipping through the cracks. So, what’s the solution?
It’s practicing what we preach. Qlik is now using Qlik Answers internally to support our customer-facing teams – equipping them with a tool to enhance customer satisfaction and improve productivity.
SalesAI is a generative AI asistant leveraging new sales and marketing knowledge bases created within Qlik Answers. This means SalesAI isn’t web scraping for information – this tool solely generates answers from trusted Qlik documents, helping sales and service teams provide relevant and explainable answers to customers in seconds.
Since launching on July 29th, thousands of questions have already been asked – confirming that it’s a game-changer. But what exactly is it used for? Here are three key benefits to SalesAI:
- Immediate Answers
Imagine you’re about to engage with a manager of a call center and need to prepare. You can ask SalesAI questions like…
What KPIs do call center managers typically track?
Does Qlik offer a solution for reducing average response time?
Can you write me an email to a call center manager explaining how Qlik reduces average response time?
With a few simple prompts like these, SalesAI helps you to prepare for your meeting efficiently and effectively – ensuring you walk into the meeting well-prepared.
- Efficient Source Retrieval
Sometimes you may get an answer but need to know more - or maybe the specific detail you’re looking for wasn’t included in the answer. No need to worry – SalesAI also provides the sources of its answers, eliminating the painstaking search through bottomless content repositories.
“I really like using it for competitive information. It pulls in all our competitive intelligence documents and saves me from sorting through files in SharePoint and Mindtickle. SalesAI frees up time to spend on selling rather than finding answers.”
– Christine Leabo, Mid-Market Account Executive
- Enhanced Product Knowledge
SalesAI also provides team members the opportunity to further their product knowledge.
They can enter in prompts such as…
What is Qlik Talend Cloud?
What is Qlik Talend Cloud’s pricing and packaging?
How does Qlik Talend Cloud compare to Informatica and Fivetran?
Getting a brief overview on the products allows sellers to approach each call with more confidence and expertise – facilitating more effective communication and increasing their success.
In addition to the value provided to our customer-facing team members, this internal implementation helped us to learn more about how to set customers up for success with Qlik Answers. Here are three key takeaways:
- Curated Documents
To ensure consistent and accurate responses, careful document curation is vital. The knowledge base must be regularly updated with relevant, curated information, rather than just including all available content. This provides users with the clear and accurate answers they need.
- System Governance
Our experience also emphasized the importance of governance in ensuring the system’s effectiveness. Clearly defined content ownership is necessary to manage the content and maintain its relevancy. Subject matter experts should also have the ability to review answers and address any issues or inaccuracies as they arise.
- Organizational Buy-In
Even if the documents are curated and governed, successful AI adoption requires comprehensive enablement programs and training across the organization. To fully leverage this technology, it’s crucial to provide opportunities to gain hands-on experience and train users on prompt writing.
It’s also important to emphasize that SalesAI isn’t built on a mere handful of documents. It includes hundreds of documents accessible to the salesforce from many business functions. This means that successfully using SalesAI, and generative AI in general, to move the organization forward requires the whole organization’s collaboration and buy-in behind it.
The launch of Qlik Answers brings an exciting opportunity for our community to share real-world use cases – and we hope this example is helpful. If you are interested in seeing SalesAI in action, there are two easy ways to do so:
- SalesAI has a demo feature built into the app – which allows our customer-facing team members to demonstrate how Qlik Answers can integrate with various knowledge bases and tailor to different user groups within the company. Contact your account team today for a demo.
- Additionally, customers can join our upcoming Qlik Insider Webinar on September 17th, where our very own Michael Fawcett will talk about the app’s use and let attendees see it in action. You can register for the event in your region here.
By showcasing our own adoption of Qlik Answers, we’re aiming to prove its real-world application and effectiveness. If you have a great use case, we would love to hear from you in the comments!
