| Full Name |
Gonzalez Dante |
| Gender |
male |
| Age |
26 |
| Location |
Yonkers |
About lillianasmccullough
In terms of managing knowledge, there are two things that support teams are often struggling with: understanding their customers requirements and knowing how they can keep their support content fresh.
While it's hard for agents, it's harder for the customers. Nearly 81% want to solve their problems yourself before reaching out to an agent. However, 40% of customers say that help center searches don't provide the answers they seek. If you wish for special info about AI for ITSM, look at here.
It is not easy to run a help center. Customers' expectations and needs are always changing, and so support teams must be able to create content that is informative and beneficial to their customers.
It is possible to quickly learn about the efficiency of content for support and how customers adapt to changes in your product or services. So, your help center should be built by the knowledge of agents who are on the front line.
A big assist from AI
With help from artificial intelligence, support teams can spot self-service trends that agents may not be aware of. This will enable agents to be more flexible when designing and optimizing help material and understand the knowledge gaps between customers' needs and help content.
This is how it is done The way it works is: Content Cues uses the same machine learning process as Answer Bot to discover relevant information from Zendesk Support tickets. It then pinpoints the content that needs attention and suggests relevant steps to improve the assistance center. The actions are updating article titles, adding new search labels, creating new content, as well as archiving older content.
3 ways you can use AI to enhance the customer service you provide
Because Content Cues is a an element of your ticket workflow, each information is actionable and can have an effect on the performance of your self-service. Here are some things Content Cues can do to support teams:
Make use of AI to increase your knowledge base
Your support agents will not get every hint about which supports content is popular with customers. Content Cues provides information on what topics are popular with your customers. They also provide suggestions for building information on the questions they have asked.
Optimize articles to be more relevant
Support content is not always permanent - it has to be reviewed regularly and up-dated to remain relevant for its target audience. With an agile method supported by Team Publishing, agents can help with documents that are out of date or unhelpful.
Make your content more accessible
Content Cues extracts the frequently used words from support tickets, and then auto-populates search labels inside of your content. This results in your articles searchable, meaning that customers can more easily find the self-service content they need.
