In terms of managing knowledge There are two issues that support teams often struggle with: understanding their clients requirements and knowing how to keep their help material fresh.
It's difficult for agents to handle, but it's a lot more difficult for customers. Around 81% of them would prefer to resolve their issues themselves before contacting an agent. However 40% of customers claim that help center search results fail to provide the answers they require. When you demand a useful source on AI Service Management, check over here.
It's not easy to manage a help desk. The needs of customers and their expectations are changing at an unprecedented rate, and support teams have to continually figure out how they can develop content that is relevant to and effectively assists their clients.
It is possible to swiftly gain insights into the efficacy of your support content and how customers adapt to changes in your products or services. This means that your help center must be able to be expanded by agents who are on the frontline.
AI can be a big help. AI
Artificial Intelligence can aid support teams in identifying self-service patterns that an individual agent isn't able to see. These insights will allow them to be more flexible when developing and optimizing help content and to understand the gaps in knowledge between customer needs and help content.
Here's how it is done The way it works is: Content Cues uses the same machine learning as Answer Bot to discover relevant insights from Zendesk Support tickets. It then identifies the information that requires attention and suggests actions to enhance the help center. The actions are updating article titles, adding new labels for search, creating new content, and also archiving older content.
Three ways AI can improve customer service
Because Content Cues works as an element of the ticket workflow, every information is actionable and can have an impact on the self-service performance of your team. Here are some things Content Cues can help support teams achieve:
Use AI to enhance your understanding
They'll not be able know everything about the content that is most popular with customers. Content Cues offers insight into the topics that are top of mind for your customers. It also provides suggestions for building information on the questions they have asked.
Make sure your articles are optimized for greater relevance
Support artificial intelligence content isn't evergreen. It needs to be regularly reviewed and updated to remain relevant to the people who read it. Through an agile process that is supported by Team Publishing, agents can help with documents that are out of date or not helpful.
Your content should be more easily accessible
Content Cues extracts the commonly used terms from support tickets, and then auto-populates the search labels in your article. This is what makes the articles more searchable, meaning that customers are able to locate the self-service information they need.