Have you ever had a great idea ?
That's been dragged in multiple directions?
For us, it all started with our new product Unlimited IT Support back in 2016. We recognised a need in the IT Support industry, as we have been a part of it with more than 15 years each running IT support services. We have always known there was always a struggle to maintain amazing customer service from the typical “IT guy” and getting these smart tech guys to troubleshoot basic level 1 support request, was, and always has been like pulling teeth.
As we have been running CROFTI Innovation Consulting for some time now, we knew there was a better way. As we started to solve our own issues we ended up discovering we could also help solve the same issues other MSP’S were experiencing, and so this is how tribu was born.
We initially started out solving the level 1 IT support issues with our first bot Kevin, but we realised solving the IT Support issue was only one half of the solution. The name Kevin isn’t particularly innovative. More of an inside joke – the default name given to answer any question that should result in a ‘human’ doing it. But we rolled with it, because it’s relatable and flexible.
Kevin is automated level 1 IT support built from Artificial Intelligence. We knew that AI was coming to a point where we could make real world use of it. Our 15 years of experience and the last 4 years of our current helpdesk requests and resolutions gave us a great base to start from. We would pump this information into Kevin so it could learn how to identify issues, categorise them and ultimately solve them quickly and easily. All the while communicating – with natural language – to the end user to bridge the gap between technical talk and great customer service.
What is level 1 IT support?
Remember, the original product was focused on level 1 support.What is that though? Generally, speaking anything that has a straightforward, procedural approach to completing.
Level 1 IT Support requests are usually low end support issues the client or end user has. These are the request that most people know about and get frustrated by. These requests are responded to by the level 1 IT support person (answering the client’s call or being the first to respond to their issues), hence the opportunity to add value to this current issue. If the level 1 support person cannot solve the issue quickly, the request is then passed to the next person in line – a Level 2 support person.
After surveying 1000’s of MSP’s and sifting through 100,000’s of tickets we had determined that 70% of all IT support requests are level 1 and they fit into 11 categories:
Email / Outlook issues
Printing & scanning issues
Setup of a new staff member
Applications not responding or opening
Slow PC or Mac
Resetting user password’s
Email signatures setup and configuration
Adjusting current staff roles
File permissions and shares
With this information we now knew we needed to focus on customer communication. Talos, our customer communication bot’s only role is to transfer data between the customer and engineer.
As we progress, it opens us up to a whole new set of opportunities. AI is big, very big. Now it will be a matter of focusing and letting the customers pull us in the directions they need. Having your ideas drag us in different directions isn’t necessarily a bad thing. But it needs to be managed and we need to make sure the goal posts remain on the same field. That’s where Talos was born.