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Richard Fishburn

Unlocking Efficiency: Leveraging Large Language Models for Automated Sales Order Processing

Automating data extraction for incoming sales orders presents a significant challenge, particularly when dealing with orders received via email in natural language. While various automation methods exist for structured and semi-structured order formats, such as electronic data interchange, web portal integration, and intelligent document processing, handling unstructured natural language has historically posed difficulties. However, with… Read More »Unlocking Efficiency: Leveraging Large Language Models for Automated Sales Order Processing

Embracing New Frontiers: My Journey into User Interface Design

Recently, I’ve been involved in running a proof of concept for an AP automation tool we’re creating in collaboration with a partner. Our traditional approach integrates intelligent document processing with business process management tools to deliver a comprehensive solution. This method ensures maximum flexibility and has proven effective in both the mid-market and enterprise segments.… Read More »Embracing New Frontiers: My Journey into User Interface Design

Troubleshooting Skills: The Backbone of Efficient First Line Support

In the field of first line support, troubleshooting skills are paramount to efficiency. It’s often frustrating to encounter statements like “I need help with this ticket” or “It’s not working”, which lack specifics about the nature of the issue or any troubleshooting already undertaken. To be effective, first line support should encompass: Instilling these analytical… Read More »Troubleshooting Skills: The Backbone of Efficient First Line Support

AI-Assisted Innovation: Streamlining Documentation of Low-Code Workflow Tools

I was recently tasked with documenting the functions and features required for a new low-code workflow tool. This tool is intended to complement our existing toolset and duplicate some of its functionalities. My objective was to arrange the functions and features in a grid-like layout, categorising them based on frequency of need, importance, and whether… Read More »AI-Assisted Innovation: Streamlining Documentation of Low-Code Workflow Tools

Comparing Like with Like: Navigating Complex Solution Assessments

Navigating the landscape of complex solutions presents an often daunting challenge for potential customers who seek to make direct comparisons between different offerings. How do you assist them in making an equitable evaluation? Recently, I’ve been dedicating time to competitive analyses, comparing our toolset with alternative options in the market. While I don’t have direct… Read More »Comparing Like with Like: Navigating Complex Solution Assessments

Elevating Automation: A Deep Dive into Capture Metrics and Proactive Solutions

I’ve been notably absent from social media recently, owing to a shift in focus towards other pressing matters. The past month has been particularly demanding as we’ve rolled out new projects and concentrated on enhancing the efficacy of our existing solutions. A significant area of improvement has been in the realm of ‘Capture Automation Metrics’.… Read More »Elevating Automation: A Deep Dive into Capture Metrics and Proactive Solutions

Better Sell Saul: A Playful Twist on Advertising

I’ve been contemplating the idea of drawing inspiration from “Better Call Saul!” for a potential light-hearted marketing campaign. Is it amusing to juxtapose ‘sales’ with Saul’s somewhat cheesy and questionable lawyer persona from “Breaking Bad.”? I decided I wanted to recreate both the advertisement Saul produced and its accompanying billboard. While I’m confident in designing… Read More »Better Sell Saul: A Playful Twist on Advertising

Leveraging LinkedIn Insights: How the SIPOC Framework Saved My Meeting

LinkedIn serves as an invaluable learning resource. Recently, I received an invitation to a meeting organised by the BDM titled “Helicopter view of X process.” Given that I was needed to facilitate this meeting, I found myself stumped. The objectives were unclear, and I had no way to prepare due to this ambiguity. I reached… Read More »Leveraging LinkedIn Insights: How the SIPOC Framework Saved My Meeting

Striking the Balance: Customer Service Today and Building Skills for Tomorrow

When a customer submits a support ticket that requires escalation to 2nd or 3rd line support, I view it as an educational opportunity for our 1st line support team. This experience may equip them to handle similar issues independently in the future. However, there’s a balancing act here. We must ensure that the ticket isn’t… Read More »Striking the Balance: Customer Service Today and Building Skills for Tomorrow

Mastering Discovery Sessions: My Refined Approach and Key Questions

If you’ve been following my journey for some time, you’ll be aware that I’ve been refining my approach to discovery sessions. My current approach includes: I usually commence the meeting by clarifying my intentions. Typically, I aim to: Subsequently, I always ensure I pose the question: “What are you hoping to achieve in this session?”… Read More »Mastering Discovery Sessions: My Refined Approach and Key Questions