Customers expect instant access to information and solutions. However, traditional self-service options like FAQs and knowledge bases can frustrate users if they don't provide the specific answers they need. This is where cognitive search comes in.
Cognitive search is a next-gen search technology powered by artificial intelligence (AI) that goes beyond simple keyword matching to understand the user query intent and deliver highly relevant results.
Here's how cognitive search can elevate self-service in the support industry
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Understanding Natural Language: Cognitive search can process natural language queries, which means users can ask questions in their own words without providing specific keywords or navigating through complex menus.
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Contextual Awareness: Cognitive search considers factors like a user's past searches, browsing history, and even their location to personalize search results and provide the most relevant and contextually correct results.
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Advanced Ranking: Cognitive search using AI to understand the intent, sentiment, and overall meaning of a query, ensuring the most helpful and relevant results are displayed at the top.
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Search Result Refinement: Cognitive search allows users to refine their search results using filters and facets based on specific criteria. This helps users narrow down their search and quickly find the exact information they're looking for.
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Proactive Recommendations: Based on a user's search history and past interactions, the cognitive search can proactively recommend relevant knowledge base articles, FAQs, etc.
Investing in cognitive search can drive down customer support expenses, elevate satisfaction levels, and foster a seamless self-service journey for customers.
Are you ready to take your self-service experience to the next level? Schedule a demo now!
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