Harness the power of AI-driven relevance, deep analytics & seamless accessibility to transform knowledge discovery and use in your support org
Help agents cut through the noise by providing them relevant, enterprise-wide information where and when they need it – regardless of where it resides and which support platform they use.
Leverage sophisticated search to simplify and automate the knowledge creation process. Capture information and create knowledge articles as and when your support reps resolve queries – with a single click! With the KCS Usage Report, you can keep a track of leading contributors to the knowledge base and monitor count of KCS generated articles “attached to case” and shared by agents, to gauge the efficacy of the KM program.
Enable your support mavens to resolve customer queries faster with agent helper, which puts the most relevant case resolving information at their fingertips. It leverages advanced case clustering modules to classify each case and proactively shows all the helpful information to the agent including top related articles and cases, SMEs and a one-stop view of the customer journey.
Provide always-on, scalable service to your customers with chatbots built on top of cognitive search. Deflect more cases and answer L1 queries, and allow agents to focus on high-value support issues.
Maximize cost savings with more productive agents and enhanced call deflection. Avoid costly tech staff deployments, and more readily invest in improving onboarding practices and training your support staff.
Boost contact center quality by providing agents visibility into customer journeys and enable them to solve issues in the first call. Harness the power of AI-powered relevance at scale to solve cases faster.
