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.
Demonstrates the web crawler that automatically extracts and processes website content into the knowledge base.
Transcript:
We built 3D and respond to transform custom inquiries into exceptional experiences. We do this by streamlining, prioritizing and resolving requests across all of your channels. This empowers your team to deliver faster, more personalized support, builds, lasting relationships. And today, I want to show you how we deal with the knowledge base in 3D and respond. One of the critical parts of 3D and respond, because it adds all of that organizational knowledge to the response. There’s two ways that you can add information to the knowledge base. And today we’re going to talk about only one of those two ways and that is doing a web crawl. With 3D and respond, we include a powerful web crawling system. And this automatically builds your knowledge base from your existing website content. And here’s how it works. You simply provide a starting URL like maybe your homepage or your events page. And the system just starts exploring the crawler follows links on your website, identifies relevant content pages while avoiding things that are irrelevant, like duplicated content or navigation systems. As the crawler visits each page, it extracts all the meaningful information out, like the actual information your customers would need. While removing headers and footers and other elements. The extracted content isn’t just stored as is though. We break it down into smaller, focused chunks that are perfect for AI based questions and answers. Each piece of content is then converted into a special mathematical representation. That captures its meaning, not just the key words. And this is what allows the system to understand customer questions and find the most relevant information. This automated system eliminates the need to manually copy and paste content into your knowledge base. Your existing website investment becomes immediately useful for customer support, ensuring consistency between your public information and your support responses.
Walks through uploading PDFs to the knowledge base, including chunking, embedding, and semantic search capabilities.
Transcript:
We built 3D and respond to transform and customer into exceptional service experiences, and we do this by streamlining, prioritizing and resolving requests across all communication channels. And this empowers your team to deliver faster, more personalized support that builds lasting relationships. Today I wanted to show you how you can add to the knowledge base in 3D and respond. Previously we looked at using the web crawler. Today let me walk you through how 3D and respond processes PDF documents and uses them to power intelligent customer responses. It’s important to note that you’ve got a lot of information in your business, some of which is available on the website. But there’s a lot of information that’s not on your website too. And so this gives you an opportunity to add that knowledge directly into 3D and respond. When you upload a PDF into 3D and respond we do much more than just store the file. We actually read the document using specialized processing technology and this extracts both the text content and metadata like author creation date, page count, that sort of thing. However a full PDF document is way too much information for the AI to process all at once. So we break each document down into smaller digestible chunks and we add some overlap between these chunks to maintain context and continuity. And here’s where it gets really interesting. Each of these chunks is transformed into a mathematical representation. This is essentially a set of numbers that captures the meaning of the text in a way that computers can understand. It’s like translating the text into the AI’s native language. This information is then stored in a special database that can perform semantics searches, finding content based on meaning, not just keywords. And this is far more powerful than traditional search methods. When a customer inquiry comes in, 3D and respond transforms the question into an optimized search query. It then searches across all of your knowledge based documents, finding the most relevant information based on its actual meaning. The search result become part of the context that helps the AI understand how to respond. They’re included when the system classifies the customers intent. And when it generates a response, this ensures that responses are not just conversationaly fluent but also factually accurate and based on your official documentation. For example, the customer asks about your refund policy for an event. The system can pull the exact details from your PDF documentation, ensuring the response matches your official policy perfectly. This knowledge-powered approach means that your customer service team doesn’t need to memorize every detail. The system automatically accesses the right information at the right time, making responses both accurate and consistent.
