Martech Interview with Christopher Miller, VP of Product, AI at HubSpot
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The Content Assistant powered by OpenAI’s GPT model appears to be a powerful feature. How does HubSpot’s AI content assistant enhance the quality of work for marketers, sales teams, and service professionals?
Content Assistant is one of the tools within HubSpot’s AI Assistants, all designed to help marketers, sales and service professionals eliminate repetitive tasks, generate new content and boost productivity. This helps our customers spend more time connecting, and less time on manual activities.
Some examples of the ways content assistant can enhance the quality of work is: generating blog post ideas, titles, content and even images that resonate with customers based on SEO data; generating replies to customer support tickets and summarizing conversations to quickly loop in other team members; drafting emails for business development reps with context gathered from marketing; and generating reports based on a query to answer any question.
Because HubSpot AI is built on top of the customer platform, it understands your content, has context about your business, and knows your customers. This helps generate better content than using a standalone AI tool.
AI in Service Rep Team:
The AI chatbot and the content assistant in the inbox appear to be essential tools for service representatives. How do these AI tools improve customer interactions and streamline customer service processes?
Buyer and customer expectations are higher than ever, and support reps need to be able to proactively help their customers succeed. This could look like helping them get better usage out of their product, triaging product issues before they hit scale, or creating documentation to support customers. But so much of their time is spent reactively answering questions or responding to issues. HubSpot AI uses generative AI to help take some of the reactive tasks off of support reps so they can spend their time proactively helping customers.
AI Chatbot is trained off of a company’s content – whether that’s KnowledgeBase articles, blog articles, or even a pricing page. Using this content, AI Chatbot can answer customer inquiries on a website, which is a growing channel for where customers want help. In fact, when getting customer service 69% of consumers prefer to resolve issues themselves. An AI Chatbot helps customers get support faster, and frees up time for support reps to solve harder problems. Historically, having live chat on your website was difficult to set up or required large teams to staff. HubSpot’s AI Chatbot brings support at scale, no matter your budget.
Content Assistant is built directly into our Service Hub Help Desk, allowing reps to use it to answer customer questions in the correct length and tone, or summarize the conversation for future reference.
HubSpot’s AI tools have already made significant strides in enhancing productivity and quality for users. Looking ahead, what are some of your key strategic goals or visions for further advancing these AI capabilities within HubSpot’s platform?
We believe that AI is going to give our customers more efficiency and effectiveness than everbefore. It will remove manual tasks and instead allow them to spend more time on creative and strategic work. With the launch of HubSpot AI, we’re excited to see how our customers use our AI tools, and hear their feedback on new problems we can help them solve. We’re also committed to learning from and experimenting with new AI technology as the space rapidly evolves, bringing it to our customers in a thoughtful way.
As we look to the future, we remain dedicated to solving for the customer and helping them grow better.
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