Manage customer service for product management

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artificial intelligence and product management obviously I was not going to pass on the opportunity to share my thoughts opinions and some experiments I've done using chat GPT as someone who works in product management in this video I'm going to share with you the ways in which I think you could use chat GPT today and in the future as it advances to help you in your role as a product manager as always I have my notes Here on my laptop there is quite a bit to go through so let's get started now let's start with the elephant in the room is artificial intelligence going to replace product managers absolutely not the core product management is decision making and you require a very empathetic human being to make those decisions whether that is prioritizing something rationalizing the thing that you prioritize or the decision that you made communicating with other human beings whether it's developers or designers or marketers or other product managers customers and that goes hand in hand with collaborating with all of those people as well and an AI really couldn't do that here are some examples of what I think an AI could not do in product management and feel free to challenge me on these in the comments so number one is create a product vision and a product strategy and roadmap now I think it could potentially formulate a roadmap for you if you gave it all of the right inputs but it could not create a product vision for you secondly it could not socialize that Vision or road map yes it could definitely blast an email out to a number of people and perhaps message that email in a way that is personalized to them but socializing a roadmap is more than just sharing it with people right it's telling the story it's articulating why certain decisions were made it's responding to the challenges and questions you get from the person or people you are delivering that roadmap to number three is deciding on trade-offs there is never really a purely right and wrong decision when it comes to trade-offs in product management everything has a pro and a con and as far as I can see with chai GPT at least it's not going to make controversial decisions for you it's going to give you the pros and cons of something and then ultimately it's up to you as a human being to decide which option you go with and oftentimes in making a trade-off in product management you need to have a lot of content so you might present an AI with some information that it can use to present to you pros and cons of different options and trade-offs But ultimately you need to consider the bigger picture whether that bigger picture involves um money and resourcing whether it involves time and how quickly you want to deliver something whether it includes the drivers and motivations of the business and then the people who will actually be working on something related to those trade-offs so so much in that context that an AI simply wouldn't know unless you really told it everything and I just I just don't see how it would be able to take all all that into account an AI could possibly make a trade-off when it came to a scenario that had very hard data behind it so maybe you were able to give it a bunch of metrics statistics numbers that it could digest but trade-offs are so much more than that right trade-offs require so much background and context before you make a decision and oftentimes it's not just as black and white as the inputs to that trade-off and the pros and cons it's very much the bigger picture which an AI probably couldn't really understand number four an AI could not influence people now I'm sure it could craft the right messaging to deliver to someone in a particular scenario or a particular type of person but influencing people is so much more than that influencing people very much requires you to develop a relationship with different people that you work with understanding their motivations their drivers uh their priorities and again a lot of what really just comes down to human to human interaction and number five and AI could not manage customers now it can very much help customers to help themselves we already see examples of this today via chat Bots and ways in which customers can self-service themselves but really managing customers again comes down to a human to human interaction you wanted to understand your customer in a robotic way you would just send them a survey and you would get them to fill it in and boom you would have some data and perhaps the AI could help you analyze that but again it's really understanding the drivers of a customer the motivation what frustrations do they have what pain points do they have what kind of business environment are they in again it's about that empathy and building that relationship with the key customers that you have and if you work for a fairly large size tech company or a product that's used by hundreds and thousands of customers you're already so removed from them you're already probably not talking to them as much as you should be and removing yourself from that even more and replacing it with an AI I just don't see how that would be successful when so much of product management comes down to one human being understanding another's problems and solutions that they need so what are some ways in which an AI could help product management not replace it but help it the reason number one it can help to automate tasks that you have to do on a regular basis number two it can enable you to make better decisions it can't ultimately make the decisions for you but it can go and Source some information or Source some statistics analyze some data that you can then input into the information you already have to make your decision number three it can communicate better in product management you're tailoring oftentimes the same message to different types of people and an AI could hopefully take that messaging and tweak it in terms of tone of voice in terms of the words that it uses to the different types of people you need to share that message or at least and ultimately it can help to free up your time so that you can focus on more important things things on more of the Strategic work rather than constantly being in the weeds of the day-to-day tactical work okay so here are the list of scenarios and questions that I plan to ask chat GPT I have split these up by each phase of the product development life cycle starting with ideation and Discovery all the way through to post launch activities for once you actually have a product and people are using it I haven't asked chatgpt any of these questions yet so I've not rehearsed this this is literally my first time running through these questions with the AI and you're going to be getting my real and raw reaction and response so without further Ado let's get into it I'm going to start with the first one here called idea generation which I want to use chat GPT to see if it can help to create a bit of a brainstorm and scratch board for me to come up with ideas whether that's for a problem that I'm trying to solve or it's for a business idea so let's try let's try both give me a list of business ideas in the financial industry for teenagers let's see what it does uh okay so it's giving us quite a few different options so let me hone in on a specific one I'm going to pick the budgeting app or financial tracking software because that's something I'm personally quite interested in what challenges do teenagers have with bad bidding and managing money basically what I'm trying to do here is take one of those ideas that it gave me and see if it can pinpoint the actual problems that that might solve and then I'm going to see if there are some other potential solutions for some of these problems so this is all idea generation right like you can literally generate an idea about anything and I think just as you would have a conversation with someone and you would sound board off each other that's how you can use chat GPT is just ask it questions if it gives you a response ask it something following up on that response and yeah it's a great way to collate ideas and collate research rather than going to Google and sifting through a whole bunch of websites and information yourself next I'm going to get it to do some market research for me what existing budgeting and money management apps are there for teenagers today now I'm gonna see if it can actually give me more specific information about one of these competitors this is really spanning into competitor analysis so I'm trying to understand just the state of the market and who else is playing in it but then I can actually pick one of these competitors and see how much more information it can give me about these other apps how does go Henry compare to piggy bot okay so it can do a comparison of two different results I guess that it's given me in this case two different products this is a good sign again for a product manager hopefully you could feed it a bunch of competitors and company names and it could come back to you to compare the differences between them how many customers does go Henry have now the reason I'm asking this is because sometimes it's quite hard to find this information on Google so I'm curious to see chat GPT can sift through the internet the company is relatively new player in the market not publicly traded so the information is not public fair enough okay I want to learn about the market size of teenagers in I'm going to say in Australia because that's where I live Australia and New Zealand Market size is not is not readily available but some information I can find is statistics which is great the last thing I want to do is be sifting through statistic websites because they have a lot of information on them so there's about 4.5 million teenagers in Australia and 600 000 in New Zealand spending power that's great population both countries relatively small compared to the adult population okay so I tried to ask for some statistics and it can't give me uh this you know specific answer to my question but it has given me some general numbers around the industry which is still useful what uh the gaps that exist in current budgeting and a money management app so I want to see if you can give me a general gist of gaps within this industry if I want to see if it can tell me things that are lacking in the existing Solutions next I'm going to move on to product definition and specifically see how I can work with chatgpt to craft requirements for a solution in this given area so I'm really interested in gamification me a list of use cases for number six above okay so it's giving me a list of use cases for a lack of social or gamification features in budgeting and money management apps okay now I'm gonna see what features it can give me for a money management app I feel like some of these responses are similar to what it gave me above right product requirements for let's go four seven and eleven so I'm really interested in the gamified budgeting gamified Financial education and virtual reward so I'm asking it to write product requirements for number 4 7 and 11. what this is in terms of product requirements I think this is a really good starting point and then you could probably keep going with chat GPT to break down each and every one of them but at the same time I think it's important for you as a product manager to really understand what you're proposing and whether it does in fact make sense for what you're trying to do but this is an incredible incredible start to fleshing out a product idea for a given customer segment with some market research to back it up and a high level list of features and functionality that this possible solution can have and I've done all of this in like less than 10 minutes let's see how much further it can drill down into these requirements so what functional and non-functional requirements does a progress tracker for gamified budgeting so I just picked one of these requirements and asked it to write more detailed requirements but breaking them up into functional meaning how a user will interact with and use the product this is non-functional which is more like performance reliability security so it's done a good job of breaking down the functional requirements you could probably take this and go away and mock up a pretty good product design and then a non-functional it's saying it has to be highly available and reliable that's fair enough I think you're going to have to go and Define some of these things yourself it's fair enough pretty generic but at least it broke broke them down next I'm going to move on to solution design and see what kind of information it can give me about sort of the technical solution and the technical design now uh trust me your engineers will your engineers and your tech leads should be the ones that creating these but as a product manager I like to really understand how something works and I like to understand what the technical solution is and be able to articulate it in a business savvy way so let's see what should the technical design of a gamified budgeting app look like so the technical design of a budgeting app should include user management right so a place to handle account creation login Authentication okay so it's given us a long list of elements of the app and the potential technical solution consideration for those obviously it hasn't given us the actual solution so for example it's saying you need to make sure you can store large amounts of data process large amounts of data so you need a robust database but it's not telling you which database I'm sure it could if you asked it to tell you what different database options there were for your specific requirements and the pros and cons of each or whatever it is but this is really useful to understand from a product manager's perspective or someone slightly less technical the different technical considerations that need to go into every aspect of the app I'm really excited to test this one out which is explaining technical Concepts I think this is going to be an absolute game changer for Less technical product managers and you can literally use this probably in meetings that you're having with Engineers or in meetings or even off off in meetings where you don't understand exactly what jargon or terminology is being used next I'm going to get it to break down some technical concepts for me this is one thing I'm very very excited about for chat gbt because it can be a huge help to less technical product managers so as an example you can see here it's referring to authentication for one of the key elements of the app which is usual user management so for authentication I'm going to say explain the different types of authentication to me in plain English now this might not necessarily relate directly to this solution that I'm trying to get it to create for me but this is an incredible tool to use while you are in meetings with Engineers or in meetings where you don't understand the lingo that is being used make sure you use this again like your Sidekick like your assistant but use it in real time when you're in a situation and you don't understand certain technical words so here you can see it's given us probably six very common types of authentication so if you wanted to you could dive into this even more you could say what are the benefits of password based authentication versus based authentication and this might help you understand some of the reasoning for why your team has gone down one technical approach versus another and I'm not saying you should use this to necessarily challenge them but you can definitely use this to arm yourself and prepare yourself to ask the right questions and I think you can use this to ask better questions of Engineers or of whoever it is that you're talking to because you've gone and done the research you understand things from a conceptual level and you can go and ask them really pointed and specific and relevant questions about how something is being applied or in your given product so here it's given me a comparison of password-based authentication versus based and you can literally plug in any technical concept any jargon any terminology that you come across that you don't understand and use it to ask more meaningful and relevant questions to your engineering team development and testing is the next part of the product development life cycle but because that is more geared towards engineers and those actually building and coding the product I'm going to skip this for now so you had an idea you researched it you defined what it would look like and what it should do engineering built it and now you actually need to launch it and you are gearing up for that product launch so what are some of the things that you're going to have to do you're going to have to draft a lot of different types of messaging that's going to be messaging to your internal teams telling them that this launch is coming up it's going to be to customers you're going to have to write documentation for customers so they know how to use the product so let's see what chat gppt can do for pre-launch activities once you have built your product and you are preparing to actually release it to customers what are some of the things that you need to do well you probably need to write a lot of different types of communication I like do you want to see give me an example of a great product release from a SAS company this is me just doing some general research now if you are something like this could be useful if you are just getting familiar with the product development life cycle and perhaps you have not done a product release before this will give you a great idea of of what should be included but more specifically you could ask trap PBT what are the tasks I should complete before releasing a SAS about I have a video that talks about everything a product manager does but this is another way to learn about the tasks that are actually involved right a customer facing and internal announcement for a SAS product release for budgeting and money management app for teenagers let's see what it gives us okay so it's given the product a name it's giving us an overview of what the product can be used for it's going to list out the different features so it's written me the customer facing announcement and the internal I'm just so mind-blowing by this it's just crazy This is Gonna Save you so much this is Gonna Save you so much time as a product manager the amount of times you have to write draft messages and make sure you're saying the right thing in the right way like you don't have to start from scratch anymore and that's what I'm most excited about next I'm seeing if it can write a tutorial uh which essentially you could translate into documentation for your customers to set up the app you could complement this with pictures with videos a lot of the time technical writers would do this but here you go track gbt is writing it for you now of course it isn't going to mimic exactly what your product looks like but interestingly enough it's getting a really good gist of the general flow that someone would go through when they are setting up something and last but not least we have post launch activities which could be a bunch of data that you have collected getting the AI to analyze that I don't have any data on hand so I'm not going to attempt that one customer service automation again I don't know if I can really do that with chat gbt but there are so many tools out there that allow you to put a bot based uh chat interface on your website or within your product and then behind the scenes you can go and actually generate a bunch of templated response answers to questions and then the AI will learn about that over time and give your customers a response without a without a human being involved you could summarize customer feedback so if I received some anecdotal qualitative feedback from customers I could put that into chat GPT and then I could ask it to give me the key themes from that feedback again I don't have any feedback really on hand so I'm not going to attempt attempt it but I think that would be really easy to do and last but not least you could get it through draft communication to customers so for example I could say write me a email that I can send to customers informing them about a breaking change through a feature in a SAS product it's very generic but let's see what it gives me I've written emails like this so many times so again having something that I can work from rather than starting from scratch is Just Gonna Save a bunch of time that brings me to the end of my little experiments with chat GPT today we attempted to work with chat GPT through every phase of the product life cycle apart from development and testing and I think in the the very short amount of time I played around with it with all of these different scenarios I'm really impressed I see a lot of potential for using this in your day-to-day Life as a product manager and that is it for this video thank you so much if you got this far I really do appreciate it this is such an exciting area to think about and explore and I'm so excited to see how it develops over the next few years but because it is such an interesting topic I want to know what you guys think about it so please please leave a comment below telling me how you would use chat gbt in a product management role if I didn't already cover it and secondly how do you think artificial intelligence is going to impact the roles of product managers and product management as a craft in the future everyone has such a different opinion on all of this so I'm really curious to see what you think that is that it's video so thank you again and I will see you in my next one