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Self Assist

Self Assist is an intelligent "deflection" tool that understands the context and content of incoming tickets and uses AI to provide relevant content suggestions right from your 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.

AI Based Answers to Reduce Support Tickets
When a customer has a question they will open a support ticket for assistance.
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Providing a simple and clear way for users to answer their own questions can significantly decrease incoming ticket load!
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AI improves self service by suggesting content the customer needs and resolving questions on the fly.
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Key Benefits of Self Assist

Reduced Ticket Volume

Shave 30% off of incoming ticket volume and save millions of dollars a year when the average cost per ticket is reduced from $8-$12 (for agent touch) to under a dollar (for automated touch).

Simplified Integration

There is no engineering work required to set up Self Assist. The app plugs right into your existing CXM system. Get up and running in fewer than 30 days!

Improved Content

Knowledgebase content can be static and get stale, but using Self Assist can help to continually improve the quality, presentation, and effectiveness of your content because it learns from customer queries and identifies knowledge gaps providing accurate AI answers every time.

Improved Customer Satisfaction

The ability to self-discover the right answer quickly delivers instant gratification and results in a positive interaction. Customers will be far more likely to recommend your brand to others.

Improved Agent Satisfaction

Self Assist frees up agents from the repetitive nature of most day-to-day tasks and enables them to focus on more complex issues that require creativity and customer connection.  

Scale Quickly

As an organization needing to scale quickly, you are in a position to provide far better support (to your agents and customers!) at a much lower cost.