A significant number of information-based CS cases are repetitive and low-touch in nature. Auto Response solves such queries with zero-touch from agents. The Machine Learning model learns the pattern of cases and can begin auto responding to certain cases with 100% confidence - relieving agents from repetitive tasks and enabling them to focus on more complex cases.
Auto Response for a percentage of cases reduces the average handle time for the service organisation and improves productivity.
Auto Response provides customers with answers they need quickly, efficiently, and automatically. Zero lag means greater customer satisfaction.
Auto Response relieve agents from handling recurring issues. It enables agents do what they do best: provide empathetic, human support.
Macro usage at SeatGeek has increased 3x over since we started using AnsweriQ - making our operation more efficient and our responses more consistent, while also giving our agents more time to focus on complex customer needs. Our knowledge base has also gotten a lot more traction since agents can easily insert and link help center articles straight from the widget.
AnswerIQ enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 9-person triage team to value creating activities.
AnswerIQ helps our agents focus on our customer interactions by getting the right topic in front of the right resource at the right time. It helps us improve the future by learning from the successes or failures of our past.
AnswerIQ’s Auto Response provides us with a cost-effective and powerful solution for providing our customers with answers to their most common questions and enables our agents with tools to be more agile in their interactions. This helps our team focus personal attention to our high priority customers.