Nothing compares to the ease and convenience of eGain Guided Help™, the Artificial Intelligence (AI) capability in eGain’s Knowledge+AI and SelfService+AI applications. Getting to the right information with eGain Guided Help is as easy as following your car’s GPS to reach your destination.
Customers access your knowledge base through a standard web browser and simply type in their questions. eGain’s Natural Language Processing engine can understand these questions posed in everyday language. A simple step-by-step conversational process guides customers to the solution.
eGain Guided Help uses the patented Artificial Intelligence reasoning capability, Case-Based Reasoning™ (CBR), to match the context of customer requests with solutions in your knowledge base. The system prompts customers with additional questions and provides contextual answers until an appropriate solution is found. These solutions can be a link to other web pages, graphics, illustrations, or even software updates.
Contact center agents use the same AI technology to improve customer service delivery. The capability, embedded in the knowledge management software, and found behind the virtual assistant interface, doesn’t just guide agents through the KB to the right answers, but also through best steps and processes to the right outcomes, all the while ensuring compliance.
In most customer situations, 80 percent of the queries relate to 20 percent of the possible problems. By making those frequently requested answers directly accessible to self-service users, you can decrease the amount of calls received by your contact center. And since web self-service transactions cost significantly less than agent-assisted transactions, you can increase customer satisfaction while simultaneously decreasing contact center operating costs.
eGain Guided Help uses the patented search technology of the powerful AI-based Inference® Reasoning Engine to turn the search for a solution into an intuitive Q&A session. Customers are never confronted with responses such as 157 documents match your query or Sorry, 0 matches. Equally important, unresolved queries can be escalated to an agent with a complete record of each question answered.
By capturing the expertise of your best agents into a structured knowledge base, you enable your customers to consistently find the right answer. Using knowledge links, you can extend that process and let your customers search through technical notes, product support libraries, and other support related documents using the same, intuitive tools that your customer service agents use.
Persistent use of AI reasoning during customer service interactions reduces the need for traditional training of new agents or on new products. This reduction in training time isn’t at the cost of advisor confidence and productivity. On the contrary, agents, especially the new ones, find this interactive, Q&A-style guidance extremely helpful.
As most of the easy queries get resolved through self-service, agents are handling the more complex customer calls. The AI-based system handholds advisors through the interaction even allowing them to go back to a previous question in the session and make mid-course adjustments, guaranteeing customer satisfaction. The right guidance at the right time can spell the difference between a frustrated customer and a satisfied one.
View a Knowledge+AI story on the impact of AI guidance on agent training time
In this actual incident, Guided Help helped a utility company’s novice customer service agent save a customer’s life just as his house exploded.