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5 Ways to Increase Case Deflection on Your Salesforce Community

5 Ways to Increase Case Deflection on Your Salesforce Commun[...]

"I will always choose a lazy person to do a difficult job because a lazy person will find an easy way to do it."- Bill Gates Millennials have grown up with this mantra and want solutions to their problems in the most effortless and fastest way possible. And the first place they go for finding their answers is your online community. Now, being a community specialist how do you make sure your overwhelmed customers go happy and smiling? Self-service. Bingo! And…

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3 Ways to Begin Your Support Transformation at the ASP Conference on Advanced AI Tools

3 Ways to Begin Your Support Transformation at the ASP Confe[...]

According to Juniper Research, chatbot conversations will deliver approximately $8 billion in cost savings by 2022. Businesses are betting big on AI and chatbots, and a major chunk of this investment is in the customer support department. Gartner predicts that 85% of customer service interactions will be with chatbots by 2020. Having said that, only 17% of executives at major companies say they’re familiar with cognitive and AI technology. If you don’t want to be one of the ignorant majority that’s…

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Averting Bot Rot: 6 Easy Tips to Keep Your Chatbot Healthy

Averting Bot Rot: 6 Easy Tips to Keep Your Chatbot Healthy

So you deployed a chatbot that ticks all the right boxes. Great! Pat your back for me, will you? For the uninitiated, we wrote a blog that outlined the key considerations for choosing an omni-channel chatbot. However, that is not the end of the line in your chatbot journey. Digital shelf life is brutal. Web designs are labeled vintage in no time, web content’s lifespan is equivalent to a bot fly, and even the nifty-est of web tools are susceptible to…

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Demystify KCS With Our Comprehensible E-Book

Demystify KCS With Our Comprehensible E-Book

So, you too heard that KCS works and tried implementing it in your organization, eh? Good. It actually does, but how’s it working for you? Or are you planning on implementing it, but still trying to figure out how? Sounds a bit complicated, doesn’t it? Fret not; it’s not as overwhelming as it sounds. We’ve cracked it for you. Read our eBook to understand what KCS is, how it works, and how you can successfully implement it in your organization. Not…

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8 Key Considerations While Adopting a Chatbot for Your Enterprise

8 Key Considerations While Adopting a Chatbot for Your Enter[...]

Chatbots have been around for quite sometime now but popularized only recently (around 2016) with major brands and enterprises actively deploying chatbots for interacting with customers in a more efficient and cost-effective way. Chatbots not only assist but also automate & scale support operations. Take the case of KLM Royal Dutch Airlines for instance - the firm handled over 16,000 interactions every week. Once deployed, Blue Bot sent out nearly 2 million messages to over 500,000 customers in a span of…

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How Chatbots Are Sweetening the Pot for Customer Service

How Chatbots Are Sweetening the Pot for Customer Service

Our ability to comprehend content & context to give an ideal reaction is at the very heart of every interaction. But what if this underlying principle was imbibed into machines with AI and machine learning? The result is highly sophisticated bot-based conversations of today. The chatbot wave is at an all-time high and its impact is felt across every industry and operational domain. However, customer service is one area which has been particularly transformed. Through round-the-clock availability and engaging human-like conversations,…

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5 Ways Intelligent Search Streamlines & Optimizes User Experience

5 Ways Intelligent Search Streamlines & Optimizes User [...]

The core of business success is happy customers. However, here is a teeny-tiny challenge: keeping customers happy is no walk in the park. Why, you ask? Well, the answer is customer expectations. Your customers want answers, they want them now, and they want them without having to interact with a human support agent. They expect you to empower them to resolve their queries on their own, and they expect the self-help experience to be delightful as well. So, it’s not about…

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Breaking Down ‘Mamba’ Release: What the Changes Mean for You

Breaking Down ‘Mamba’ Release: What the Changes Mean for[...]

Okay, here comes the news that we’ve been eagerly waiting to share - we have successfully rolled out the biggest and most anticipated release of the year - Mamba! This release brings in a whole array of new features and upgrades, and this blog post gives you a sneak peek into them. Without further ado, let’s get to it! 1. Advances in AI & ML AI and machine learning power SearchUnify’s algorithm. That allows us to play around with ideas that…

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Introducing Sarah – A SmartBot Straight from the Future

Introducing Sarah – A SmartBot Straight from the Futur[...]

In conjunction with the onset of TSW Las Vegas 2018, we are proud to announce the imminent arrival of Sarah for an array of supported enterprise platforms. Sarah is an AI-powered chatbot designed for easy and quick interactions. She will be rolled out with our next release scheduled in November. But you did not hear that from me. Shush! Umm, but why Chatbot? In our discussion with several leaders from Fortune 500 companies as well as small and medium-sized enterprises, we found…

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This Dreamforce, Kick-Start Your Expedition to the Realm of Relevance

This Dreamforce, Kick-Start Your Expedition to the Realm of [...]

Digital transformation is the current talk of the support industry. And why wouldn’t it be? From reducing support costs, to improving agent efficiency, to enhancing user experience, it offers a myriad of benefits that ensure that relevance prevails. The more personalized and contextual the experience you offer across various verticals of your business, particularly support, the more prominent will be the impact on the value you deliver to customers as well as support functions. Do you know what separates the alpha…

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