Latest / The Tech Matchmaker / 🎥 Live Now — Knowledge That Powers CX | The Tech Matchmaker Podcast w/ Tyler Dixon of LivePro
Transcript
- Gina Gibson: Welcome to the Tech Matchmaker, the show where contact center challenges meet their perfect tech match. I'm your host, Gina Gibson, and in just 15 minutes, we serve up the smartest, coolest innovation shaking up the contact center industry. Whether you're searching for your next solution or just love staying ahead of the curve, we've got the insights to keep you in the know. Let's dive in and discover what's next. I promise you it's going to be fun. Thanks for hanging out with us on the Tech Matchmaker. I hope today's spotlight sparked some fresh ideas and real solutions for your contact center. Want to dive deeper into the tech we featured? Hit up the show notes for all the links and extras and be sure to subscribe so you never miss an episode. And if there's a challenge you want us to tackle, don't be shy, reach out. I'll catch you soon with more innovation, more use cases and more ways to keep your business moving forward. Hello everyone. Today we are chatting with Tyler Dixon, who is the SVP of Customer Growth at LivePro. And we're going to be chatting with Tyler about knowledge management systems. So welcome Tyler. Thanks for joining us today. Tyler: Thanks so much, Gene. A pleasure to be here. Gina Gibson: And can you, tell us a little bit about yourself maybe thing about you that's not on LinkedIn? Tyler: Excellent, yeah, so about myself, been in the contact center space kinda by accident. So happy to be here and been here for about 12 to 15 years now. Now don't know what else to do besides being in the contact center space. So I've done everything from workforce management, quality assurance, looking now in knowledge management, which I really think is a big up and coming space, especially with the evolution of AI. Something that's not on LinkedIn, let's go with... Gina Gibson: Stay curious, stay bold, and keep exploring what's next. you ⁓ Tyler: I always like to bring my wife into things because she's the better half of me, but my wife is a golf pro. So that's pretty interesting that not many people know that, she can take me to the course and beat me every single time. ⁓ Gina Gibson: Excellent. And has your handicap improved since you've been married? Tyler: It was improving until I had kids and then you don't have any time for anything anymore. Gina Gibson: Yeah. Excellent. Tyler, for folks that haven't heard of LivePro yet, can you give us a little overview about what you do and kind of what problem in the space that you're here to help solve? Tyler: Yeah, so LivePro has actually been around for over 25 years now. So we are an Australian based company we specialize and only utilize knowledge management. it's that, you know, the knowledge space is something that's a part of a lot of tech stacks, but it just the ⁓ framework around knowledge can be, right? So we specialize in giving answers to customers through any channel, ⁓ through any to make sure that not only the customers get answers, also the agents the answers at their fingertips so they can provide that elite customer experience that every company company is desired to have. So it's all about finding the right formula for the agents and for the customers to really establish that connection. And also with the boom in AI, it's taking that feature and supplying it with the right information to give you answers in the AI space. So it's a powerful thing in our industry right now that's kind of changing, but the backbone of everything is a good knowledge-based system. Gina Gibson: Absolutely. there are a few knowledge-based platforms out there. Talk to us a little bit about what sets Live Pro apart from your Tyler: Yeah, I think the first part is, mean, to clarify the competition, right? So if you're talking about just a regular knowledge base, they won't have the features of what a system utilizes that specializes in knowledge management. So knowledge management is really not all knowledge is equal. it's all different types of knowledge that can be built into a system. So we have different things such as a rocket, which is a decision making tool. ⁓ have work instructions that are your step-by-step procedures in the system. We have document notes that are laid out just like documents, but we also can upload and meet the customer where they are. their journey. So if they have that need to be uploaded and be able to be searched, you can upload in that system. ⁓ But can also, you know, structure it it's more uniform for your agents and making sure it's easy to do. But the other that really sets us apart is our permissioning and control rights, making that single source of truth in the system. you know, having governance that only agents can see what they're to see. If they have too much information, don't know how to search, they don't know how to govern it. ⁓ It's going to be more like SharePoint site where it's the Wild Wild West out there and they're trying to find documents anywhere and everywhere. So we try to make it streamlined and easy to utilize but also making sure the governance and the single source of truth is behind it. Gina Gibson: And that kind of speaks into your platform's promise of the right answer fast, right? I think it really speaks to that. How do you deliver on that promise of the right answer fast, especially under the pressure of, you know, a live customer interaction? Tyler: Correct. Yeah, so we have an algorithm and a thing that gives a confidence score for every single question or search done in the system. So what we're doing is going through not only just the body of the document, but also putting in how many times it searched for it, ⁓ back where it's at, in the titles of that, and making sure that the questions being asked is going to be answered in the best confidence that the system has. So ⁓ it the same saying out garbage in, garbage out. So it does to be structured in a way of putting knowledge into the system. So we have a lot of customers that come on. rewrite their knowledge from one all of it over. Other ones stuff and learn from the system based on reporting and metrics how to get that knowledge to the best of the ability. So it really is ⁓ a balanced of letting the system utilize its strengths to give you the right answer, but also ⁓ us teaching best practices of how to write those answers so that the correct knowledge comes up for those agents every single time. Gina Gibson: Excellent. And with AI Everywhere, and you alerted to it a little bit earlier, do you ensure that your product stays innovative and ahead of the industry trends? Right? Like how are you staying up to date with AI or what are you doing within the product that's going to help the agents ⁓ that information? Tyler: Yeah. That's a great question because AI is the big buzzword, right? I mean, you go to any conference or you go to any webcast or anything like that, you hear AI. we do and what we strive ourselves on is to make sure our customers are guiding us into the journeys down AI road and other features in our system. So we listen to our customers first ⁓ and a roadmap based off of that. ⁓ We pipe dreams out there for our roadmap that really, you know, having Alexa be able to bring back answers from LivePro is a pipe of our CEO. But it's also, you know, meeting the customers where app for each different project on the AI because I mentioned earlier, it is the that is based into the AI. So if you don't want the hallucinations and you want it to be governed, ⁓ you to supply it with the correct information and make sure it's only pulling information from your single source of truth, which we hope is LivePro. Gina Gibson: Absolutely. Tyler, with us one of your customer, one of your favorite customer success stories about how they implemented Live Pro then what real world impact it had on their environment. Tyler: Yeah, we have a financial company in the United States, Atlanticus, that's really impactful, right? So they have BPO's across the world and they have to implement LivePro across it. And one thing that we do with our customers, we go on site and really understand needs and walk them through the training and handhold them through every step of the process. So we try to make it a fun interactive session ⁓ and only for the people supplying the knowledge, but for the agents themselves. So ⁓ we things like naming the So ⁓ they don't LivePro as LivePro, they know LivePro as Crosby and Crosby is named after the server. in the organization of one of the owners. mean, it's things like that that can make it impactful. I mean, one of their feel good stories about that, we went back on site after we implemented and asked them, know, what do you think of the tool? And they said, finally, our management gave us a tool that we can actually utilize. Because it is that impactful. They're in there every day, they're searching for answers, no longer going up the chain or, you know, expressing in teams that, hey, what is this answer? How can I help this person? Or moving the mods next thing. Our goal is to make sure that every answer that's by customer could be answered by any agent in the system, right? Because it's as easy as writing the question into the search bar and finding the right answer pulling from the system. So think that's a great impactful story. mean, you have the ROIs there too with the AHE reducing and all those type of things. But I think ⁓ the agents to buy in, that's the key of a system. Gina Gibson: Absolutely. And you hit on kind of a couple of things there. So when you said any agent, so that could be an AI agent even, right? That can be accessing your knowledge base. then you mentioned the HT. What are some of the other KPIs that you'll see that customers could possibly see a benefit in their contact center from the ROI perspective? Tyler: Yeah, absolutely. think the number one thing is that training time, right? So no longer are they getting trained how to look through SharePoints or how to go through this document or read, scan through this. It's really as simple as I said. Search the question or answer the question and put it in the search bar and it should come up with the right answer from it. And utilizing our Gen.AI AI overview feature, we can have that answer supplied to them instantly. So they don't have to go to a document. It's actually reading word for word what the documents supply to them and they can answer that question fast. it's really, know, training times get reduced. agent buy-in gets there, also governance is there, right? So understanding those quality scores will go up because they're no longer having to find answers or guessing on answers. They actually want to use the system and actually want to search for an answer because they know it's gonna be right. A lot of times, before knowledge systems there, they're searching all of these other things and they don't even want to go look for those things because they know it's not gonna be right or they can't find it and it's too much of a struggle. It's easy, it's simple, it's fast, and it's helping them create the metrics that they want to achieve on an agent level as well. Gina Gibson: Excellent. ⁓ there any other emerging trends that you're seeing in the industry right now? I know AI, like you said, it's every conference, it's every webinar, it's everywhere. But there anything else emerging that you guys are particularly excited for or preparing for? Tyler: Yeah, I think one of our latest features and big things is Lunar, which is our voice bot. So I mean, we've been with chat bots and you mentioned earlier, we've done chat bots for a long time, but we're feeding chat bots a lot with the knowledge thing. We actually released a voice bot for those after hour calls or those general questions throughout so that can deflect calls from the agents themselves. know, supplying a voice bot with the actual power of the knowledge behind it, lets them answer the questions more efficient than actual an agent can do it. So we know there's still complex questions out there that they want to talk to. agent and there's still roles for that but it's also going back into saying hey let's take away some of these simpler questions let's make sure that those are easy you know hours of operations or local facilities we see this in the medical space or space those questions can be answered pretty easily from a voice bot and have a Luna that makes that a simple process. Gina Gibson: Excellent. And Tyler, can you just for the customers that are listening and kind of wondering, okay, well, I'm on this platform or that platform. Can you talk about how you integrate with the different CCAS platforms or different AI platforms and how you all play well together? Tyler: Yeah, absolutely. We can integrate with anything that lets us in. So our open API structure allows us really to connect with it. We have some out of the box integrations from the CCAS providers. So Genesis, Nice and those. we also have connections with as well, Salesforce Dynamics. So knowledge can live inside your CRM. It can live inside a phone system. It can live inside a chat system. you know, with our open structure, we work with the customer ⁓ to figure where they want the knowledge to live. It can be on our own you know, a web browser. So always up. and always there or could be integrated in an iframe format on these other platforms as well. So we really want knowledge to be delivered in any device and be accessible through any device as well. Gina Gibson: Excellent. I've always been a fan of James Lipton, so to wrap up our podcast every time, we do a quick few rapid fire questions. So what is your favorite question? What is your favorite word? Tyler: Favorite word? ⁓ that ⁓ me attention. Gina Gibson: Perfect. What is your least favorite? Tyler: stop doing something wrong. ⁓ Gina Gibson: and what excites you the Tyler: I think what excites me the most is just we're at as an industry right now. I think we're really trying to emerge not only from live flow but from a contact center and CX perspective. ⁓ I think getting more eyes and ears every single day and that's exciting to see that we're always ebbing and flowing I think the trajectory is really strong right now. Gina Gibson: Tyler, if somebody wants more information on Live Pro or getting a demo or anything like that, who should they reach out to? Tyler: I can reach out to you, Gina, at Think Forward, and also to come to LivePro directly as well. We're happy to help you and through the process and get you to learn more about knowledge management and how it can help your organization. Gina Gibson: Tyler, thank you so much for coming on today. Really appreciate it. I think it was really great to learn about how the knowledge base is still required and even more so with the implementation of AI. So thank you so much for your time and we'll talk to everybody soon. Tyler: Absolutely appreciate you having us on. Thank you.