Deliver articles which your customers can use to get answer to their queries in a self-service manner. Monitor article metrics like how helpful was the solution, number of views, likes, dislikes, etc.
A central repository to store guides, documents, best practices, policies, procedures, etc. that can be accessed and shared between multiple users & locations. Bulk upload documents, search, & maintain version history to ensure a single version of truth for each document.
Discuss & collaborate specific parts of customer requests with experts from across your company to figure out the best solutions.
Let agents automatically convert their ticket replies into knowledge base articles, as they reply. This helps Answer Bots to auto-answer such queries in the future.
Configure Answer Bots to automatically respond to queries of customers. Answer Bots uses data in Integrated CRM, Custom Apps and content in knowledge base to auto-respond. After each response, the Answer Bots get smarter & learn on their own.
Answer Bots use AI based natural language processing to understand the context of customer converstion. This allows it to deliver intelligent response in a natural way.
Answer Bots use AI based sentiment analysis to understand the sentiment of customer message. This allows it to appropriately assign priority to the case.
If the Answer Bot cannot handle the customer query, it is automatically assigned to an agent using Workflows