To see their online community continue to flourish, community managers have to keep fueling the user engagement. One of the many ways they ensure engagement is by continuously monitoring and responding to discussion threads. Failing to do so makes members start feeling neglected and disconnected; the brand-consumer relationship suffers. As a community grows, it requires more effort and headcount to fuel engagement and manage it. Let’s see how community bots fill in for the additional headcount and continue to engage users in your online communities.
1. Track Unanswered Community Discussions
With hundreds and thousands of discussions being posted every day, it is taxing for community managers to keep track of each thread and ensure timely responses. Ineffective management of these discussion threads don’t just hamper the credibility of the community, but it also triggers the feeling of detachment among members.
This is where cognitive technology plays a significant role. Driven by AI and ML, it identifies unanswered discussion threads round the clock and auto-responds to them so that none of the members feel unheard or neglected. SearchUnify’s state-of-the-art Community Helper is a ‘24/7 available’ bot that doesn’t just monitor and identify new or unanswered discussions, but it also provides timely relevant answers to them.
2. Personalize User Experience
Timely responses at the stake of relevance don’t paint a rosy picture of the company’s growth. Therefore, providing meaningful responses is equally important as responding in a timely manner. There’s no denying the fact that AI-powered cognitive tools help you automate certain processes. However, the best is the one that helps you deliver personalized services as well.
Community Helper by SearchUnify is a configurable and trainable bot whose scope extends beyond automation. It frames personalized auto-responses by tapping into the knowledge base and data repositories of the organization. Furthermore, it uses sentimental analyzers to gauge members’ emotions and responds to them accordingly with personalized answers.
3. Manage Replicated Threads Efficiently
Different users may have the same intent for starting a discussion whereas they don’t post it with the same words, thus resulting in replication of discussion threads. AI-powered community bots leverage NLP to identify threads with the same intent but different words in order to merge those duplicate threads into one.
SearchUnify’s Community Helper can be useful in identifying and merging replicated or similar threads, thus, saving you from all the hassle of duplication of efforts. It can also direct unanswered questions to the experts who have answered similar queries in the past.
4. Monitor & Direct the User Journey
Every community manager has their own strategy that is influenced by the community’s maturity, vision, and KPIs. Cognitive technology doesn’t work well with the fire-and-forget approach. It needs to be trained to cultivate the best possible outcomes.
Community Helper is a completely configurable and easily trainable search-powered bot that helps you monitor and manage your community members’ user experience. It lets you define the tone of the responses, the wait time, and the escalation process.
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