3DN’s first in a series of educational webinars designed to help businesses navigate the right pathway for AI. This session explores the philosophy behind 3DN’s approach to AI, demonstrates a real-world case study with Agar Chemicals using knowledge graphs for product recommendations, and shares a practical tip for extracting your personal writing style using AI.
Transcript:
[00:00:00] Firstly, thank you for coming today. We developed a series of webinars that we’re going to be running every few weeks, purely as education to help our customers and potential customers figure out the right pathway for AI in their business. Before we get into things, though, I’m just going to start off something here. I’m using a tool called Claude, it’s an alternative to ChatGPT. And I’m going to ask, you know, what’s the best product to clean antifreeze off a workshop floor? And we’ll come back to that soon.
Explains the philosophy behind 3DN Respond: empowering customer service staff with AI to eliminate mediocre support experiences.
Transcript:
When we were designing 3D and respond, we were trying to solve a big problem. And the big problem is really the mediocrity in the way issues get solved. We’re all customers, we’ve all seen it at some point or another. You send an email off and you might get a response, you might not. If you do get a response, you’d be lucky if the response solves your problem first time round. You might get hand-bored from one person to the next. And if you’re really lucky, you might actually get a good response first time. But you and I know that’s rare. So for me personally, 3D and respond isn’t just a product that we offer. It’s a philosophy that I’d like to embrace in terms of dealing with customers. Because it’s the way I’d like to be treated too. If I send an email off to someone or if I open one of those chat windows on someone’s website, I want that person to be empowered to actually answer my question. I want them to have all the knowledge available to them. And up until now, that’s been really hard to do. If you’ve got to have the perfect person who’s been working for your organisation for 15 years, who has all of that knowledge ingrained. And that’s just impossible to make tape. So for me, 3D and respond is more about giving our customers the ability to provide an incredible level of customer service to their customers. Because we all want to have amazing customer experiences. And we all want to offer amazing customer experiences. So it’s about time to get rid of the mediocrity.
Clarifies that AI should augment human workers rather than replace them, emphasizing the importance of human oversight in all AI outputs.
Transcript:
Today’s video is a bit different rather than showing you some practical use of AI. I just wanted to pause and talk a little bit about our expectations for AI. We’ve been using AI internally 3DN for a while now, and it has fundamentally changed the way that we work and the way that we produce output for our customers. And we expect that our customers are going to adopt AI internally or so, and that it’s going to change the way that they provide services to their members. And that chain goes on and on. We would expect that our customers members would be using AI too. However, under no circumstances are we suggesting that humans get replaced. And it was highlighted in the conversation yesterday where an external consultant thought that our approach was to remove humans from the process. And it’s just not the case. Wherever AI is being used, a human needs to assess what’s going on. Hence the term human in the loop. Everything that you’re sending out to your customers needs to be vetted by the right person with the right knowledge. At 3D, our approach is to have our customers augment their staff with AI tools and agents. Ultimately, our goal hasn’t changed. We still want people to be productive and efficient and produce great output. AI makes that considerably easier.
Shows how the AI automatically categorizes incoming customer inquiries and routes them to the appropriate department.
Transcript:
We built 3D and responder trends form customer inquiries into exceptional service experiences. We do this by streamlining, prioritising and resolving requests across all channels. This empowers your team to deliver faster, more personalized support that builds lasting relationships. Today I wanted to show you how the categorisation works in 3D and respond. Categories function as organisational structures for member inquiries. These categories mirror those that are in your issue management system. And when a member or a customer submit to request, the AI analyses the content and automatically assigns the most relevant category. For instance, it might identify that a message about membership renewal belongs in membership services, while a question about an upcoming conference goes into events and programmes. This system works by analysing the members message. It examines your knowledge base and determines the most appropriate category match. It’s essentially acting as a digital assistant that instantly routes each incoming inquiry. Once categorised, two things occur. The issue back in the issue management system automatically updates with the correct category, streamlining your staff workflow, and our system links the request to the category for reporting purposes. This automated categorisation ensures enquiries reach the right department. It maintains consistency across your organisation and eliminates time, staff would otherwise spend, manually sorting their inbox.
