Book Description

There are two things many support teams face when they’re dealing with managing knowledge: knowing precisely what their customers need help with and also how to keep their assistance contents up to date.

Although it’s difficult for them, it’s harder for the customers. A majority of consumers want to resolve their problems on their own before reaching out to an agent, however 40% believe that help center searches don’t generate the help they’re looking for. Once you are looking a full article about AI Service Management, check out here.

It is not easy to manage a help centre. The expectations of customers and their needs are always changing, and so support staff must be able to develop information that is both educational and beneficial to their customers.

The solution is to be able to gain insight into the effectiveness of your support content and how customers are adapting to changes in your offerings and services. This means that your help center must be able to expand by staff who are on the frontline.

AI is a huge help. AI
Artificial intelligence is able to help support teams spot self-service patterns that a single agent may not be able to recognize. Those insights can help them take a more agile approach to creating and optimizing help content, as well as understand the gaps in knowledge between their help content and the needs of customers.

This is how: Content Cues leverages the same machine learning process that is the basis of Answer Bot to provide pertinent information from Zendesk Support tickets. The system determines what content needs to be addressed and recommends actions to improve the help centre. These actions include changing article titles and adding labels for search, making new content, and also the preservation of old articles.

Three ways AI can enhance customer service
Because Content Cues functions as a an element of your ticket workflow, every information is actionable and can have an impact on your self-service performance. Here are a few things Content Cues can do to support teams:

Make use of AI to expand your knowledge base
Your agents won’t catch every insight into what is the most popular support material with customers. Content Cues provides insights into what topics are top of mind for your customers. They also provide suggestions to build a knowledge based on their questions.

Optimize articles for more relevance
Support AI content isn’t evergreen. It has to be frequently reviewed and updated to remain relevant to the audience it is intended for. Through an agile process enabled by Team Publishing, agents can provide their expertise to content that is outdated or unhelpful.

Your content needs to be easier to access
Content Cues encapsulates the most frequently used words from support tickets and automatically populates the search labels in your content. This makes articles more search-friendly and allows users to locate the self-service content they are looking for.