LILASFOLEY'S PROFILE

There are two things many support teams have trouble with when they are dealing with managing knowledge: knowing precisely what their customers need help with and how they can keep their support content fresh.

It's difficult for agents, but it's even harder for the customers. Around 81% of consumers want to resolve the issues themselves before contacting an agent, yet 40% say that help center search results don't provide the help they're looking for. If you like special info about AI Service Management, browse around this website.

It's not simple to manage a help desk. The needs of customers and their expectations are evolving in a way that is unprecedented and support staff have to constantly figure out how to develop content that is relevant to and effectively assists their customers.

It is possible to quickly gain insights into the efficiency of content for support and the way customers adjust to the changes to your products or services. This means that your support center must be able to be expanded by employees who are on the frontline.

AI can be a tremendous assistance
With the aid of artificial intelligence, support teams can spot self-service trends that individual agents might miss. The insights they gain can allow them to adopt a more flexible approach to designing and improving help content and can also help them understand gap in their knowledge between their help content and customer needs.

This is how Content Cues utilizes the same machine learning process that is the basis of Answer Bot to provide relevant insights from incoming Zendesk Support tickets. The system determines what items require attention and suggests actions to enhance the help center. These actions include altering the title of articles including search labels, creating new content, as well as archiving old articles.

Three ways AI can improve customer service
Because Content Cues is a an integral part of the ticket workflow, every information is actionable and can have an effect on the performance of your self-service. Here are a few ways Content Cues can help support teams accomplish:

Make use of AI to expand your understanding
They'll not be able be aware of every aspect of the content that is most well-liked by customers. Content Cues offers insights into the top topics of interest to your customers . It gives suggestions to build an understanding base from those inquiries.

Make sure your articles are optimized for greater relevance
Support AI content isn't permanent. It needs to be regularly reviewed and updated to remain relevant to the people who read it. Team Publishing allows agents to contribute their knowledge to old content.

Make your content more accessible
Content Cues extracts frequently used words from support tickets, and auto-populates search label inside of your content. This, in turn, makes the articles more searchable, meaning that users can access the self-service content they require.