Customers come to you with questions.
We help you provide the right answers.
Let’s dive in and see how:
Let’s dive in and see how:
Leverage Self Assist, an intelligent "deflection" tool, to understand the context and content of incoming tickets. This unique technology uses AI to provide relevant content suggestions right from your own knowledge base. When your customer is about to submit a question or issue, Self Assist will suggest an answer from your content sources. This enables customers to self-discover the right answer quickly, utilizing the wealth of information that exists in your content portals. With this self-service AI tool, you’ll notice an immediate reduction in ticket volume and you'll free up your agents’ bandwidth to focus on the issues that require creativity and customer connection. Learn more about the self-service AI tool.
Automatically respond to customer queries, intelligently route requests to a member of your support team, and guide customers toward one or more knowledge base articles to help themselves! Chatbot continually improves the quality, presentation, and effectiveness of your content because it learns from customer queries and identifies knowledge gaps or redundancies, augmenting the experience for the next customer. Learn more about the customer service AI chatbot.
AnswerIQ’s technology identifies patterns in ticket classifications from the past and predicts which group or individual agent should receive each new ticket. Tickets are routed within minutes to the most highly-suited available agent. This way your best agents don’t have to spend their precious time on this process. Learn more about automated ticket triage.
AnswerIQ enables you to automatically respond to tickets once you deem it appropriate based on chosen confidence criteria and comfort level. Password resets, standard refunds, tracking packages, and other regular resolutions are subject to automation. Automatic response enables agents to spend less time on recurring issues or repetitive tickets, and more time on problem-solving for your customers. We also enable agents to bulk respond to repetitive tickets with a human touch. Learn more about the advantages of automatically responding to tickets.
As new support tickets arise, AnswerIQ uses artificial intelligence to recommend an appropriate response template and give customers the right answers with
AnswerIQ generates several key observations through its learning process to help you reflect on and inform changes. We show you what macros are a good candidate for response automation, provide a macro report and recommendation tool, and offer ticket routing and classification suggestions. Learn more about the customer experience assessment tools.
AnswerIQ natively integrates directly into CXM systems and automatically generates machine learning models to mimic the decision paths of how agents handle cases. It works across the spectrum of automation needs from augmentation to full automation.
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