@clarissasbell
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Registered: 2 years, 8 months ago
There are two areas that support teams have trouble with when it comes to knowledge management: knowing what their customers require help with and how to keep their support contents up to date. It's difficult for agents, but it's even harder for the customers. A majority of customers want to solve their problems on their own prior to contacting an agent, yet 40% believe that help center search results don't provide the answers they're seeking. Once you really want a useful reference about AI Service Management, sneak a peek at this website. It's not simple to manage a help desk. Customers' needs and expectations are evolving in a way that is unprecedented and support staff have to constantly figure out how to create content that connects with and fully assists their clients. The key is to have insights into how effective your support content is and how your customers react to changes in your offerings and services. So, your help center should be able to be augmented by the knowledge of agents working on the front lines. AI can be a tremendous assistance With the help of artificial intelligence, support teams can identify trends in self-service that individual support agents may miss. These insights will help them take a more agile approach to designing and optimizing content for help, as well as understand the knowledge gaps between their help materials and the needs of customers. Here's how: Content Cues uses the same machine learning that drives Answer Bot to uncover pertinent information from Zendesk Support ticket. It then determines the information that requires attention and recommends appropriate actions to enhance the help center. These actions include the changing of article titles including labels for search, making new content, as well as archiving old articles. 3 ways you can use AI to improve your customer support Because Content Cues is a an element of your ticket workflow, each information is actionable and can have an impact on the self-service performance of your team. Here are a few ways Content Cues can help support teams achieve: Utilize AI to improve your understanding Your employees won't get every hint about which supports content is popular with your customers. Content Cues offers insights into the most popular topics of interest to your customers and gives suggestions to build a knowledge base based on those inquiries. Make sure your articles are optimized for greater relevance Support artificial intelligence content is not always forever relevant. It must be regularly checked and revised to stay relevant to the audience it is intended for. Team Publishing allows agents to share their expertise with outdated articles. Your content needs to be more accessible Content Cues pulls frequently-used terms from support tickets and then auto-populates the search label within of the article. This results in articles more easily searchable, so that customers can more easily access the self-service content they require.
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