Miscellaneous Customer Service demo bits

Here are some little Customer Service bits not worth a blog post of their own:

Agents: hopefully you’ve already read and implemented my ideas for agents.

Cases: if your top topic isn’t a case of “The Mondays” ur doing it wrong (reference here). Not suggesting you need to use one as an example since a customized example for the prospect is much better, but should someone watching mention it, you may want to be prepared to add that “everyone knows it can be resolved with some pizza shooters, shrimp poppers, and extreme fajitas.” Or, you could have this set up as a topic within Power Virtual Agent and let the bot suggest something to nibble on.

Escalations: in the joke-that-not-everyone-will-get column is the great Ron Burgundy meme with his surprise at how fast a fight against rival newsmen escalated. I use this in my demo because the downside is low. If someone doesn’t get the reference, they don’t get the reference — the demo still makes perfect sense. For a fan of Ron Burgundy, or those EXTREMELY ONLINE enough to know all the memes, it’s guaranteed to get a chuckle. You can use it as an automated bot response within Power Virtual Agent to an escalation initiated by a customer. Or, you could use it between agents collaborating within Customer Service as a response to an escalation. The exact line in the movie is, “Boy, that escalated quickly,” but feel free to follow it with the next line in the movie as well: “I mean, that really got out of hand fast.”

Real-time translation: this bit I wrote for real-time translation kills (literally).

Knowledge articles: in the spirit of adding some filler content to my Knowledge Base demo, I create a few unpublished articles about questions people would love to know the answer to. Unpublished because if we published them, then people would know and the knowledge would lose its value.

• The truth about UFOs
• The meaning of life
• The recipe for Coca-Cola
• The unredacted Mueller Report
• Who killed JFK (by the way, if you’ve never seen what Microsoft did with the JFK files when they were released in 2017, you really should check it out).

You get the idea. You could add the Bible, Torah, and Quran to cover some bases (personally, I try to steer clear of religion in my demos but ymmv).

Knowledge article templates: for the weird articles I’m adding, I like to add a new subject called “Forbidden Knowledge,” both to easily find/categorize the stuff I’ve done compared to “real” content, but also because it sounds cool. Who doesn’t want access to “forbidden knowledge”?

Knowledge article categories: by no means necessary, but if you want to wax philosophical, you can create additional categories for your Knowledge Base articles. Some inspiration:

• The three types of knowledge: explicit, implicit, tacit
• The four types of knowledge: factual, conceptual, procedural, metacognitive
• The fourteen types of knowledge: A posteriori, A priori, dispersed, domain, empirical, encoded, explicit, etc.

And knowing is half the battle.