Managing Support Knowledge With AI: Talla Helps Toast

One of the great challenges in knowledge management has always been getting the right knowledge to front line workers in real time. Old-style knowledge repositories are simply too difficult to search through when a customer is waiting for an answer. I've been poking around the area of managing customer support knowledge for over two decades, and it's always been challenging--not only to get the knowledge out to the front lines, but also to get it into a system in a relatively straightforward fashion. If AI could solve this problem, it could help a lot of companies. So I was excited when I started hearing about Talla a couple of years ago--first from Rudina Seseri at Glasswing Ventures, who has funded Talla and where I'm an advisor--and then from Rob May himself, the CEO of Talla.