In Customer Support, Every Minute Matters

Key Principles of Intelligent Search

Intelligent Search, at the highest level, includes the following four components:

♦ Data Sources—Intelligent Search breaks down information silos within organizations and integrates all data sources–including structured and unstructured data–into one centralized experience.

♦ Artificial Intelligence—Intelligent Search incorporates AI-capabilities such as machine learning, natural language processing, and text analytics, to ensure the system understands the intent of a user’s query and can deliver the most relevant answer. It also makes sure security & permissions are honored. 

♦ A Flexible UI—Intelligent Search integrates search experiences seamlessly into agent workflows, and goes beyond just text inputs to accept voice, image, documents, and so onto provide the most natural experience possible.

♦ Insights and Answers—Intelligent Search not only delivers the most relevant answer, but also presents it in a way that’s most natural for the consumption of that answer. For example, if the question is: “Who’s the expert on machine learning?”, the user expects to get back a result that points to a person, not a document. 

Intelligent Search can be employed to assist the agent and can be incorporated into the self-service experiences that a company offers. And according to Gartner, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s response time by 20% to 80% raising competency and satisfaction.”

Coming Full Circle

So back to the scenario we opened with. Using Intelligent Support, instead of hearing dead air, the customer support manager would be hearing answers being delivered in a shorter period of time. Customers would have their time and satisfaction back, and the company would be saving time, saving money, and saving their brand reputation. The equation–and the solution–is pretty simple.