Elevating the Client Experience with AI

From the start, when StoneShot was just an idea, we knew we wanted to be more than a tech firm — we wanted to provide excellent service.

We all know what poor service feels like. You send an email or log a call through a helpdesk tool… then tumbleweed. Did someone get the message? Will they come back to me today? That’s the last place you want to be when you’ve got a campaign or event to launch.

Instead, we put our client success teams at the forefront. When clients call or email, they go directly to their dedicated StoneShot team—the people who know your buttons need to be red or that your market commentary emails should come from the client’s relationship manager.

As our client base grew, we expanded with teams in London, New York, and Singapore to keep our service fast and reliable. In June 2022, we introduced live chat within the StoneShot Platform, routing conversations directly to each client’s team. We also launched a new Learning Site to help clients make the most of our technology. This unwavering focus on service excellence has led to some fantastic reviews.

Sleepless in Singapore

This one-on-one service has a downside though. Our teams can’t be available all the time – they need breaks, sleep, holidays… and client requests come in waves too. Not so great when you have a quick question on how to do something in the platform.

Last year, we pointed OpenAI’s ChatGPT at our Learning Site and it blew us away.

We quickly realized we could cover the bulk of technical questions we get from our clients, 24/7 in the language of their choice. As long as clients can also speak to a person if they wish, we’d be elevating our service even higher.

AI for Technical Support

ChatGPT can easily ingest content from web pages, but if it can’t find the content it needs, it goes off-piste to give an answer. We wanted it to be solid from the get-go – for us, it should at least accurately answer any question we’ve had from a client in the past.

So we analysed every chat transcript, extracted questions from clients, tested them in GPT and checked the responses. We then polished our learning site content, wrote FAQs to sharpen it further, and got GPT to relearn and refine. This job never ends of course – each week we review our chat transcripts and check questions emailed in from our clients.

We’re using AI for our internal technical support too. This drives efficiencies and knowledge sharing across our teams and that gives us more time to spend with our clients. It’s reducing the support overhead on our developers too and helping to direct our product development.

AI for Insights

The next step in our evolution is to use ChatGPT to deliver insights.

We’re in a unique position in that we only work with financial services firms, mostly engaging professional investors and private clients. We have over 20 years of benchmarks and insights that allow us to elevate a client’s email or event program.

Currently, we drive these analysis and recommendation sessions through our agency teams. We want to open this up to you. So you can ask questions like “How can I improve my weekly insights email?” and you’ll get actionable insights based on your program against our benchmarks, not generic best practices.

The second step of this is giving you AI-driven recommendations within the StoneShot Platform and via email. So you won’t even need to ask! We’ll use GPT together in our client reviews too.

Hey StoneShot

The final phase for us is getting AI to do things.

Once you’ve got our AI assistant to recommend the best venues and dates for a product roadshow in September, how about having it set up for you? Or “Copy my market commentary email from last month and add this content. Send me a test when you’re done.”

We’re scratching the surface here. What would you ask?

Wrap up

While the explosion of Large Language Models like ChatGPT is nothing short of revolutionary, we feel AI is part of our evolution to streamline processes and drive higher client engagement.

If you’re already a StoneShot client, we hope you enjoy the ride!

Otherwise if you’re looking to evolve, we’d love to chat. Hit Book a Demo or email hello@stoneshot.com.