TechEmpower SaaS

MARCH 4, 2024

Generative AI is revolutionizing how corporations operate by enhancing efficiency and innovation across various functions. Focusing on generative AI applications in a select few corporate functions can contribute to a significant portion of the technology's overall impact.

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

TechEmpower SaaS

NOVEMBER 13, 2023

Now that AI is here to help, every textbox is an opportunity to help a customer through the challenge. Which means better conversions and happier customers. Happy customers mean happy CEOs and founders - and that’s what makes us happy. Note how this version incorporates Mark’s feedback and descriptive keywords.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

SaaStr

MARCH 17, 2025

2025 is year that AI takes over all of support and customer success that isnt sales. A lot of support is questions and problems from existing customers. Almost all of this is going to AI, as much as possible. But, where support is really sales, humans will handle it still. Like it … or not.

Customer Success 165

Customer Success Customer Support AI Trends 165

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue. 1 obstacle for these executives. 1 obstacle for these executives.

Customer Support 216

Customer Support AI Search Banking Airlines 216

Tom Tunguz

JUNE 5, 2023

90% of startups have plans or have released an AI feature, 54% of those features will launch in 2023, but only 30% of companies are hiring new people to do it, according to ProductBoard’s survey. These figures highlight three points: AI has become an essential product component for most software companies.

Artificial Intelligence 298

Artificial Intelligence Machine Learning AI Payments 298

Clouded Judgement

FEBRUARY 7, 2025

Subscribe now “Grouping + AI” for Triage One area I’m quite excited to see AI revolutionize is “grouping + triage” workflows. Signal can come from many places (sales team notes, customer support tickets, etc) IT Incident Management: Similar to the security alert example. Perfect for a LLM!

Systems Review 144

Systems Review Cloud AI Artificial Intelligence 144

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

Intercom, Inc.

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots.

AI Search 267

AI Search Artificial Intelligence AI Scale 267

Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Support 223

Customer Support Trends Scale Scaling 223

Tom Tunguz

APRIL 18, 2023

Every company will be an AI company. Every startup needs an AI strategy - not just for fundraising or press appeal. When one customer support bot provides a meaningfully better experience to answer questions, every competitor will match it. User expectations have changed. These new user interfaces will change software.

AI 246

AI Artificial Intelligence Startup Strategy 246

Tom Tunguz

SEPTEMBER 30, 2023

Last week, Harvard Business School released its analysis of LLMs on 758 consultants’ performance when using AI. In the first experiment (inside AI’s capability frontier), consultants randomly assigned access to GPT-4 AI completed 12.2% This rising-tide effect seems common across AI applications.

AI 238

AI Artificial Intelligence Consulting Customer Support 238

SaaStr

JANUARY 17, 2024

At Saastr Annual, we hosted an Enterprise panel of AI leaders to share their experience and knowledge to help others understand how big companies think about and leverage AI. While the first generation of Generative AI is great, it’s not quite ready to solve Enterprise problems. Enterprises are looking for two big themes.

AI 298

AI Enterprise Artificial Intelligence compliance 298

SaaStr

SEPTEMBER 26, 2023

How is AI going to impact the software and SaaS landscape of the next couple of years and also the next 5-10 years? Kristina Shen, General Partner at a16z, shares some insights into the present and future of generative AI at this week’s Workshop Wednesday, held every Wednesday at 10 a.m. For B2B Generative AI Apps, Is Less More?

AI 316

AI Generative AI Venture Capital SaaS 316

Tom Tunguz

MARCH 20, 2024

Will AI sofware companies operate with better or worse profitability than a classic SaaS company? Initially, I thought worse since the expense of serving AI as a product is signficantly higher. AI SaaS may be much more profitable than the -10% average net income margins of the current crop of public businesses. Deflationary.

AI Search 231

AI Search AI Scale SaaS 231

SaaStr

MARCH 1, 2024

Generative AI is a platform shift where models can take inputs such as text, image, audio, video, and code and generate new content into any of the modalities mentioned. The Pace of AI is Increasing Dramatically Something ground-shifting has been happening over the last five years — the pace of innovation. Now, it’s 100+ times.

Generative AI 298

Generative AI Outsourcing Services AI Software Review 298

SaaStr

MARCH 23, 2025

How Much of Customer Support Will AI Replace? How Codeium /Windsurf Built A Billion-Dollar AI Company and a Winning Sales Machine #2. The Y Combinator Guide to Perfectly Pitching Your Seed Stage Startup with Michael Seibel #4. Gartner Says 80% #5. Top Pods and Vids: #1.

Scale 165

Scale AI Sales Customer Support 165

Tom Tunguz

AUGUST 4, 2024

Call it AI agents or agentic systems. There’s a brewing idea that AI will complete human labor especially in white-collar work. or too few applicants for a particular role like customer support. Call it Service-as-a-Software. What attributes of a market make it attractive to pursue? Last, margin pressure.

AI 203

AI Software Review Marketing Systems Review 203

Intercom, Inc.

JANUARY 31, 2023

Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit. ☞ Click here to join the beta waitlist for our AI features or receive AI news from Intercom.

AI 188

AI Artificial Intelligence New CTO ChatGPT 188

Groove HQ

FEBRUARY 29, 2024

As stories of AI chatbots replacing entire customer support teams circulate, it’s easy to feel uneasy about the future. A notable incident involving a CEO who laid off 90% of his support staff after a chatbot outperformed them only adds fuel to the fire.

Customer Support 100

Customer Support AI 100

TechEmpower SaaS

JULY 24, 2023

Artificial Intelligence Does your application leverage AI in any way? For customer service? To personalize customer recommendations? How can we use AI to improve the customer experience? AI Assisted Development How can we use AI to speed up our SLDC? What needs to be logged for customer support?

Innovation 780

Innovation Development CTO Hire Technical Review 780

Tom Tunguz

SEPTEMBER 10, 2024

On Tuesday, Theory held an event with [Dave Morse] formerly at Hebbia & Scale AI , Flo Crivello from Lindy , Paul Yacoubian from Copy.AI , & Chris Chang from Gradient to discuss how AI changes these practices. These were my take aways : Selling AI is being discovered because the technology is new.

Software 304

Software Sales Hiring Customer Lifetime Value Scale 304

Tom Tunguz

JULY 27, 2023

AI will automate 25-50% of white collar work including data analysis. On the contrary, while AI can automate some work, it will also demand much more from data teams. As departments evaluate new AI tooling, data teams will validate the approaches & the models to ensure they work as promised.

AI 186

AI Data Data Analysis compliance 186

SaaStr

JULY 3, 2024

Synthesia has a great story, going from 0 to 50,000 customers. Accel Partner Philipe Botteri and Synthesia’s co-founder and CEO Victor Riparbelli deep dive into the lessons learned about building an Enterprise-focused Generative AI company and scaling it. How AI Companies Differ From Traditional SaaS In software, two things matter.

Enterprise 298

Enterprise AI Search AI Artificial Intelligence 298

Tom Tunguz

FEBRUARY 8, 2025

What is the impact of AI across different levels of seniority? Over the weekend, I read Sergey Tselovalnikov’s post on AI Impact Curves. Junior engineers experience both benefits and risks from AI. I wondered about other disciplines : law, accounting, customer support financial analysis, consulting.

AI 130

AI Software Engineering Consulting Engineering 130

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS AI 104

Tom Tunguz

SEPTEMBER 6, 2023

But it also might start to analyze customers’ behavior in online webinars, conversations with customer support and sales teams, and more - all of which is unstructured data stored in video & raw text & audio files. Data lakes allow for the storage of both structured and unstructured data at scale.

Artificial Intelligence 316

Artificial Intelligence Software Data Scale 316

Groove HQ

FEBRUARY 24, 2025

For years, businesses have struggled with the same problem: keeping their customer support knowledge base accurate, accessible, and up to date. AcquiresKroto.oneto Reinvent AI-Powered Knowledge Management appeared first on Groove Blog.

AI 59

AI Management Customer Support Business 59

SaaStr

APRIL 20, 2024

We went pretty deep on: The real role of AI in marketing today Does everyone just want to be a strategist now? Will AI let ICs do more, with fewer managers? AI-powered tools can automate many tasks, flattening organizational structures and allowing individual contributors to accomplish more with the help of AI agents.

Sales Hiring 306

Sales Hiring Startup Marketing Technical Review 306

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

SaaStr

JULY 2, 2024

Software businesses, for the most part, require heads to grow a business through sales reps or customer support. AI Businesses are Demanding a Premium The haves and have-nots are really stark between AI and non-AI businesses. AI businesses are seeing a 3x premium. Have We Bottomed Out?

Venture Capital 305

Venture Capital Management Scale AI 305

Tom Tunguz

OCTOBER 9, 2024

Klarna, the Swedish fintech giant, is making waves by churning from industry-standard software like Salesforce and Workday in favor of building its own internal systems with AI. After their success with AI customer support automation which manages 2/3 of their customer inquiries , Klarna is now doubling down on this strategy.

Scale 228

Scale AI SaaS Cloud 228

ChurnZero

NOVEMBER 8, 2024

The challenge is that traditional customer support tools are not built to handle “human touch” at scale. Training took months, and canned responses broke down the moment a customer veered off-script. Enter generative AI: a game-changer for customer success. Enter generative AI: a game-changer for customer success.

Generative AI 52

Generative AI Scale AI Customer Success 52

Intercom, Inc.

SEPTEMBER 21, 2022

So while these technologies may have helped businesses scale, it sent relationships that customers had with businesses back to the dark ages. The challenges of customer support today. In the support world, we still have a long way to go to rebuild these customer relationships.

Customer Support 118

Customer Support Scale Scaling Technology 118

Buffer Resources

JULY 24, 2024

💡 Related reading : 6 Social Media Analytics and Reporting Tips for Becoming a Data-Savvy Marketer 5: Use AI to refine your social media captions AI is a big part of work today everywhere and the digital marketing world is no exception. Read more about how we use AI at Buffer to strike the balance between automation and human.

Social Media 114

Social Media Outsourcing Services Strategy ChatGPT 114

Intercom, Inc.

JULY 26, 2022

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. The AI component is crucial. In the case of conversational AI, these outputs are the responses it provides to users. Why use conversational AI?

Artificial Intelligence 118

Artificial Intelligence AI Scale Machine Learning 118

Groove HQ

AUGUST 14, 2024

Customer support is absolutely vital for keeping customers happy and building a reputation. But when you’re juggling a million tasks as a […] The post Top 5 AI Customer Support Software for Small Businesses appeared first on Groove Blog. Finally, you get to see your sweat and tears pay off.

Customer Support 69

Customer Support AI Software Business 69

Sales Hacker

NOVEMBER 29, 2024

Feeling that AI FOMO? That’s why HG Insights created The Next Generation of Sales AI report — to calm the FOMO and help you bring AI to your GTM teams. It includes a breakdown of the Sales AI landscape, adoption of GenAI and Sales software across buyer groups. Plus, an analysis of the top 75 trending sales AI tools.

Investment 113

Investment Technical Review Development Team Review Scale 113