Rolling Talla out to Your Team
Keep in Mind When Launching an AI-powered Tool
The first thing to understand when planning for success with Talla is that rolling out an AI-powered tool is quite different than rolling out any other software. More like a new employee than a new piece of software, Talla requires training to be successful, and if trained by the right people over time, will quickly become the MVP.
Determine the scope of the onboarding period
Front-load training of the bot with a small pilot group of users (i.e. 10% of the full team)
- You could start using Talla within one function, or with a cross-functional pilot team to capture the breadth of knowledge in your company
- Select who will primarily be asking questions and configure them as Viewers in Talla: often, L1 support reps, CSMs, sales executives, etc.
- Select who will act as subject matter experts (Trainers in Talla) during this phase: sometimes Trainers are from within the same team as Viewers; most of the time from Product, L2 Support, Knowledge Management
- It is important to set expectations with this first set of users that Talla is learning the content over time, so initially, Talla will not have the answers until the question is known and the answer is supplied in Talla.
Execute onboarding in 2 stages
Think of launching Talla in 2 stages: teaching Talla with initial knowledge inputs, and then training the bot to the specified level of performance for your team.
- Talla learns your products, business processes, and other documented information. The length of this stage varies, depending on factors like volume, complexity, quality)Sync with an existing KB
- Sync with an existing KB
- Document knowledge directly in Talla
- Upload FAQs
- Capture questions and answers from Slack or any web app your team uses
- Train Talla to high performance for your team. Recommended 10-20 business days. Look for Talla to be automating between 70-99% of answers.
- Identify an initial set of users: typically this group represents 5-10% of the end user population
- Have the initial set of users ask Talla 10 questions/day and provide Helpful/Not Helpful feedback
- Close any gaps that are surfaced in Talla’s Training portal
- Advanced training:
- If your knowledge base is more complex, or has a lot of similarity within it (i.e. slightly different information for different products, many variations i.e. acronyms for key terms) then we suggest taking the following additional steps to train Talla:
- Import key Glossary Items to teach Talla acronyms and word variations
- Import key Entities to teach Talla the proper nouns that are critical to understanding your business.
Use Metrics to Determine Readiness to Launch
- Look for KB quality score to increase during onboarding (based on pages having titles, headers, verification, and other page-level metrics)
- Did trainers ask Talla an average 10 questions/day?
- Helpful/Not Helpful feedback should be provided 75% of the time
- Ensure knowledge gaps are answered by Trainers within the same day
- Talla answer between 70-99% of questions correctly (set this goal higher when rolling Talla out to customers)