Rahel Anne Bailie explores how broken support experiences shift the burden onto customers — and why technical writers play a critical role in stopping the chaos
This really resonates with my line of work. When implementing customer service chatbots for Japanese clients, I realized that one of the most important things to consider is not so much the tech behind it but the Knowledge Management aspect of it. To make sure that the knowledge is aligned and updated through all the channels, so the self-service path can work well.
Thanks for sharing that with us. I think self-service is sometimes not given as much attention as it deserves. I'd love to learn more about your work, as well.
Thanks, Scott. I lead Customer Experience at Uber Japan and have spent years working on Conversational AI and CX areas at Japanese companies. Knowledge Management was an important part of it, and I have seen firsthand how automations can go wrong if that piece is not clearly understood.
I write about what Japanese service culture teaches us about using AI better on my Substack (Japanese Service Wisdom).
I see you focus on content and how it connects to customers. I'd be curious what patterns you've seen on the knowledge management side in customer service specifically.
Interesting. Perhaps we should set up a call to chat about this. You can grab some time on my calendar here in mid to late June: “bit.ly/meet30minwithScottAbel”
This really resonates with my line of work. When implementing customer service chatbots for Japanese clients, I realized that one of the most important things to consider is not so much the tech behind it but the Knowledge Management aspect of it. To make sure that the knowledge is aligned and updated through all the channels, so the self-service path can work well.
Interesting topic!
Thanks for sharing that with us. I think self-service is sometimes not given as much attention as it deserves. I'd love to learn more about your work, as well.
Thanks, Scott. I lead Customer Experience at Uber Japan and have spent years working on Conversational AI and CX areas at Japanese companies. Knowledge Management was an important part of it, and I have seen firsthand how automations can go wrong if that piece is not clearly understood.
I write about what Japanese service culture teaches us about using AI better on my Substack (Japanese Service Wisdom).
I see you focus on content and how it connects to customers. I'd be curious what patterns you've seen on the knowledge management side in customer service specifically.
Interesting. Perhaps we should set up a call to chat about this. You can grab some time on my calendar here in mid to late June: “bit.ly/meet30minwithScottAbel”
Hello Scott, sure, happy to chat about it. Let me book a time in June.