By Jutta Stienen -
Automation as a Service
Some insights from CTO Tiago Fernandes
Q1 – What is the percentage of customer requests GUURU can automate?
First, it’s important to understand that automation is not all about trying to deflect requests at the expense of the customer experience. For us, automation is all about understanding what the customer wants and offering him the best possible option to solve his problem.
Our platform is currently able to understand 85% of all the questions that come from any digital channel such as Chat, Messenger, Contact Form, and Email.
Q2 – How GUURU can automate such a high number of customer requests? Can you share a few secrets?
The secret is on the data and the technology to process it. We are in a unique position as we have access to a huge set of data and we have virtually unlimited human resources thanks to our community.
I believe data curation is one of the biggest challenges for any client to manage because it depends heavily on humans, and humans make mistakes. Because our automation works as a service, there are no human efforts involved from our client’s side. This way our chances of achieving higher levels of automation increase as our platform doesn’t have to rely on any human input.
Tiago Fernandes is CTO and co-founder of GUURU. We have asked him how he sees automation in customer service and what role AI plays. Tiago frequently exchanges thoughts with our customers to understand their needs and to discuss new technology approaches.
Q3 – What are the latest product developments that can resolve customer service teams’ pain points?
Our product roadmap is designed to solve problems that give operations of our clients a headache.
One common problem that affects all our clients is the huge volume of requests that come by email. Besides the volume, all these requests come without any categorization.
What we have done recently was to bring the automation and community capabilities to the email allowing our clients to offer accurate answers in real-time preventing a huge portion of requests from reaching their customer service.