Deliver instant answers
Guide your customers to resolutions by understanding their intent.
There are a lot of ways to help your customers help themselves with bots
One way is to surface knowledge base articles based on what your customers write. This can be automated article suggestions, or articles specifically chosen to address the issue.
Understanding what your customers need from you most often means being able to automate their most common queries. Anticipating and detecting their intent turns into less friction on the road to a resolution.
On the back end, you can analyze metrics like the engagement rate, containment rate, and feedback performance for each of the bot’s answers to identify opportunities for optimization.