For information-based CS cases, a quick resolution is key. Self Assist uses AI to understand the context and content of incoming cases and provide relevant content suggestions to your customers from your knowledge base. By enabling AI-powered self service, you’ll notice an improvement in CSAT score and an immediate reduction in case volume.
Shave 30% off of incoming case volume and save millions of dollars a year when the average cost per case is reduced from $8-$12 (for agent touch) to under a dollar (for automated touch).
Knowledge base 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.
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.
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.