Optimize Customer Service with AI-Powered Knowledge Base
Enhance customer service efficiency by implementing an AI-powered knowledge base. Explore the future of customer support and the role of AI technology in addressing product issues, delivering new information, and resolving service concerns. Transition from traditional support methods to a modern self-service approach, offering quick solutions and independent access to information. Build a comprehensive knowledge base with features for content creation, sharing, and integration, enabling quick and reliable support tools. Harness the GenAI capability for creating uniform content and consistent glossary terms. Stay ahead of customer service trends and preferences with accurate, quick answers available anytime, anywhere, on any device.
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Presentation Transcript
Optimize your customer service with an AI-powered knowledge base Speaker Viktoria Schweizer Business Development Manager, Cloudstride
Overview Customer service Why & How Role of AI-powered knowledge base Future of customer service
Need for customer service Product issues New information Services concern
Traditional approach support Agent Internal KB customer Subject Matter Expert support ticket support portal Private docs Support ticket Repeated questions, complex questions
Support operations Repetitive questions Complex questions Peak demand Sudden demand Longer waiting time Rapid scaling Rare events 80% of queries
Trends Preferences Different style and forms to consume content
Trends Accurate answers Able to do things quickly Any time, any where, any device
Self -service Do things quickly No waiting time Independent
Knowledge Base for Self-service Information repository Mixed access Trusted contributors Knowledge base One stop for all customer queries
Build Knowledge Base Comprehensive information Any device, any format, any time Optimize content distribution Knowledge base Help customers
Knowledge Base Features Content creation Content sharing Content availability Integration Support tools Easy Reliable Quick
Role of GenAI capability Create article outline Create articles from resolved support tickets Uniform tone for consistency Consistent glossary terms Content creation
Role of GenAI capability ChatGPT-like chatbot Accurate response to customer query Ability to accomplish tasks Powerful automated workflows Content sharing
Best practices Use GenAI to create content Implement GenAI-powered chatbot Automate feedback from customer service Create a business glossary
Takeaways Build Knowledge base Promote self-service Utilize GenAI capabilities for self-service Knowledge base Implement Chatbot-like interface
