In this episode, you'll hear insights from Jenny Ames, Gary Maggiolino, and Joey Moritz about the new chat bot that was implemented on a few different InterSystems sites. Using a chat bot, in conjunction with a human support team, can enable users to find answers to their questions quickly and easily.
To see the chat functionality discussed in this podcast, you can check out https://gettingstarted.intersystems.com or browse https://www.intersystems.com, notably the "Try InterSystems IRIS" page linked at the top.
For more information about Data Points, visit https://datapoints.intersystems.com.
EPISODE TRANSCRIPT:
Derek Robinson 00:00:02 Welcome to Data Points, a podcast by InterSystems Learning Services. Make sure to subscribe to the podcast on your favorite podcast app. Links can be found at datapoints.intersystems.com. I'm Derek Robinson. And on today's episode, I'll talk to a few different team members here at InterSystems about the all-new chat feature that enables users to get their questions answered quickly and easily.
Derek Robinson 00:00:39 Welcome to Episode 12 of Data Points by InterSystems Learning Services. Today's episode features parts of conversations with three different people at InterSystems. These three people are Jenny Ames, the team lead of Online Learning content, who you've heard from before; Gary Maggiolino, Senior Manager of Global Marketing Technology; and Joey Moritz, Market Development Event Representative. Jenny, Gary, and Joey all have different roles, and they complement each other in the project that you'll hear us refer to as the chatbot. This chat tool is something similar to what you've probably seen on a bunch of websites, a pop-up assistant to help the user find what they're looking for or answer their question. This episode contains a look behind the scenes of building that functionality to help InterSystems users browsing the Getting Started site, the official InterSystems site, or the Try InterSystems IRIS page. Rather than run the interviews uncut, I'm grouping together their answers on various topics so we can easily hear the similarities and differences in their perspectives.
Derek Robinson 00:1:42 My first question to all three of our guests was about the value that a chatbot like this provides for our customers. You'll hear Jenny, Gary, and then Joey give their thoughts, in that order.
Jenny Ames 00:01:52 Well, the chatbot has been really interesting because it helps us meet the need of really helping our prospects and our customers get help and answers as quickly as possible. So it really is like that first connection point. And then we can use our experts to get people quickly to what they need, and we can also learn from it as well to build on that and help make our sites better.
Gary Maggiolino 00:02:14 You know, first and foremost, from a marketing perspective, it really provides insights into the behaviors on how individuals are using the website. How are they finding information? You know, what are the questions they're asking themselves as they're researching, as they're browsing, as they're trying to find information? Gaining that type of data really helps you shape the experience. You can provide somebody — whenever somebody is engaging with your entire web ecosystem as a whole, you want to be able to provide them the most seamless, the most interactive, but at the same time, an experience that allows them to find what they need quickly and efficiently. So you know, besides that engagement, we want to know how people are using our website, but then you can flip the coin and you can...
