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How to Leverage Semantic Search to Step up Your Customer Support Game

How to Leverage Semantic Search to Step up Your Customer Support Game

In our previous blog post, we briefed you about why implementing the algorithms of web search engines in the enterprise environment won’t work. If you missed out on it, then catch a glimpse of the same here. In this blog post, we’ll walk you through how cognitive technologies work and how they power semantic search to deliver desired results. We’ll also touch upon the revolution caused by these solutions for the support use case. Let’s get rolling. How Do Cognitive Search…

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An Introduction to Semantic Search and Its Relation to Search Relevance

An Introduction to Semantic Search and Its Relation to Searc...

In the digital era, users can type or vocalize queries in a natural, free‑text way. The expectation is that irrespective of the type and mode of interaction, the technology will understand your words; and not just your words, but your intent as well and will display relevant results accordingly. Well, this is where semantic search kicks in. Let’s take a closer look at its meaning, scope, and how it has revolutionized content discovery to enhance the overall search experience of end‑users.…

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5 Factors to Consider Before You Invest in An Enterprise Search Engine

5 Factors to Consider Before You Invest in An Enterprise Sea...

Enterprise search engines have been god‑send. How else would organizations that deal with data oceans find the information they need? Thanks to AI, the search engines are only growing stronger with time. This is why a growing number of businesses have started upgrading their search engines. But how? While there are plenty of vendors who offer to sell or lend this solution, some organizations create their own search engines. So, what will you choose to do? Build, Borrow, or Buy? While…

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How Sentiment Analysis Helps Brands Score Big on Customer Experience

How Sentiment Analysis Helps Brands Score Big on Customer Ex...

It’s a known fact that an effective customer experience strategy translates into lower customer churn rates along with improved CSAT scores and bottom lines. But how can firms evaluate the impact of their CX strategy? Is the experience really improving? This is where feedback kicks in. Quantitative feedback like NPS is a good indicator of brand performance. But it’s the qualitative feedback that tells how people feel about a brand. And this requires going text in the form of online reviews,…

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Demystifying Metadata Management to Improve Enterprise Search Experience

Demystifying Metadata Management to Improve Enterprise Searc...

Nowadays, the expectations of online searchers are at peak because both web and ecommerce search engines have set the bar high for internet search experience. Therefore, while surfing an intranet portal as well, searchers expect instant and on top of it, relevant results. The good news is that most enterprise search engines have all the tools that are used by any of the most popular search engines to learn from transactional and historical data in order to deliver a useful page…

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7 Effective Ways to Elevate Community Engagement with Cognitive Search

7 Effective Ways to Elevate Community Engagement with Cognit...

When you amalgamate Machine Learning (ML) and Natural Language Processing (NLP), you get a cognitive search solution. Years back, when Artificial Intelligence was in its infancy, no one would have imagined that a search box can furnish suggestions while the users type. But today, it is one of the most widespread features that businesses use. As per Gartner’s 2019 CIO Agenda survey, the organizations that employ AI have grown from 4% to 14% between 2018 and 2019. This acceleration points out…

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5 Pragmatic Ways to Ensure Successful KCS Implementation

5 Pragmatic Ways to Ensure Successful KCS Implementation

Knowledge is power. This is especially true when it comes to the support and services world. That’s why many firms have embraced KCS. Knowledge-centered support (KCS) is a well-known concept of collecting, organizing, and using knowledge for improving customer service. Even after adopting this approach, only a handful of firms are actually able to sustain KCS. In this blog post, we shift our focus to the Evolve loop. It helps support leaders to determine the performance of support content (KB articles…

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Why Customers Are Not Adopting Your LMS and What You Can Do

Why Customers Are Not Adopting Your LMS and What You Can Do

Let me run you through a hypothetical scenario. If it sounds not so hypothetical to you, this blog post is definitely for you. Dave and Judy are friends and work in the same organization but different projects. They go out for a quick lunch break at a nearby restaurant. After chit-chatting for a while, they inevitably end up talking about work. Judy: I am so frustrated lately. We have replaced our support community software. Thanks to the vast user base, customer…

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6 Substantial Ways Gamification Improves Support Outcomes

6 Substantial Ways Gamification Improves Support Outcomes

“Games are the only force in the known universe that can get people to take actions against their self-interest, in a predictable way without using force.” – Gabe Zichermann Customer support can be a challenging task. The support agents have to deal with people who might be trying to figure out something related to your product or service. And what classifies it as a challenging job? The agitated customers. Imagine someone turns to you when upset, frustrated, and angry, and you…

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Improving Employee Experience with TSIA’s E‑Pyramid for AI in Support

Improving Employee Experience with TSIA’s E‑Pyramid for ...

The world is transforming heaps and bounds with AI and cognitive tech and support teams are among the ones that have benefited the most with it. Organizations are focused on delivering the best experiences to their customers via effective support. And why not? Customer experience is speculated to beat price and product to become the key factor for brand differentiation. And while customer satisfaction is the goal, organizations cannot neglect the agents. Organizations need to make sure that the agents are…

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Whitepaper

When Customer Service Goes Remote

Elevating CX with a Future Proof AI-Dream Team

Whitepaper

When Customer Service Goes Remote

Elevating CX with a Future Proof AI-Dream Team