Self-service expectations have evolved. AI‑powered search empowers customers to find information in an effortless & smart way, all the while curtailing rising caseloads.
Achieve self-service success and enhance customer experience with heightened personalization.
Create dynamic, personalized profiles for each customer based on their role, search behavior, purchase history, and product maturity at scale. Provide a connected, intuitive experience that optimizes their self-service journey.
Customers often hop between channels and portals in search of information. Integrate different content repositories–online community platform, product documentation website, social media pages, etc.–so that they can get quick answers in one place.
Offer an optimized experience on your self-help channel by tuning search results based on keywords, content sources, popularity, article age, etc. Pin recent bugfixes and trending articles at the homepage, or boost content based on user views–either way, control what users see for maximum engagement.
Leverage features such as intelligent auto-correction, spell check, did-you-mean, auto-complete, and synonym detection to bring users closer to relevant results. Infuse the power of NLP and transcend the limitations of keyword-based search to serve more contextual search results.
Ensure your users see the most pertinent results to their query at the top. Facet interpreter pre-selects the most relevant facet based on the user query. Then, sticky facets ensure the users don’t have to re-select those facets for every new search. The added advantage of facets is that users don’t have to read and scroll through search results that do not apply to their technology environment.
Leverage chatbots based on adaptive unsupervised learning that auto-detect user intent and take user account & behavior into consideration to offer relevant responses. Language libraries and packaged AI/ML allow rapid implementation. Warm transfers to support agents make sure the overall interaction is fluid and seamless.
Be at the top of your game with Community Helper, an ‘always on’ bot that monitors new community discussions and auto-responds so that no question goes unanswered. It’s easily configurable. Additionally, it can scan all queries, merge duplicate threads, and redirect the complex questions to SMEs.
Leverage user interactions such as website visits, community discussions, articles viewed, and keywords searched to proactively predict issues and deflect cases. Detailed reports around the ‘Most Helpful Articles’, ‘Articles with Unsuccessful Deflections’, ‘Unsuccessful Searches’ help identify the improvement areas to maintain a dynamic, up-to-date self-service channel.
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