Smart Answers for Employee and Customer Support After COVID-19
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The document discusses the impact of COVID-19 on customer and employee support, highlighting an increased reliance on conversational platforms and AI for operational efficiency. It presents the 'Smart Answers' solution as an advanced tool for improving self-service capabilities and agent effectiveness in customer support, as well as employee help desks. Key features include deep learning, semantic search, and easy integration with existing systems to enhance support functionality.
Smart Answers for Employee and Customer Support After COVID-19
- 1. 1 SPEAKER NAME SPEAKER TITLE Smart Answers for Employee and Customer Support After COVID-19 May 27, 2020 Steven Mierop, Senior Solutions Engineer Radu Miclaus, Director Product, AI and Cloud
- 2. 2 Today’s Speakers Radu Miclaus Director of Product, AI and Cloud Steven Mierop Senior Solutions Engineer
- 3. 3 Agenda ■ Current challenges and opportunities ■ Use cases and benefits ■ Smart Answers solution overview ■ Customer care demo
- 4. 4 “31% of CIOs have already deployed or are in short-term planning to deploy conversational platforms, up from 21% from 2018.” Gartner | JULY 2019
- 5. 5 “By 2025, customer service organizations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%.” Gartner | JULY 2019
- 6. 6 In 2020, COVID19 has forced business to go virtual ● Millions of employees now working from home ● Exposed the weaknesses in current information discovery tools ● Created an explosion of online support requests ● Reduced the available call center/support resources
- 7. 7 Limitations of traditional chatbots ■ Static, rules-driven workflows ■ Limited domain knowledge ■ Non-contextual ■ Complex to integrate and scale with backend systems ■ Leave users frustrated and without answers
- 8. 88 ✓Immediate, contextual answers to natural language questions ✓Improves self-service customer support and call deflection ✓ Aids agent effectiveness ✓Enables employee self-service ✓May replace static, customer-facing knowledge base systems SMART ANSWERS ON LUCIDWORKS FUSION An advanced deep learning add-on for chatbots and virtual assistants
- 9. 9 CUSTOMER SUPPORT ■ CALL CENTERS: IMPROVES AGENT EFFECTIVENESS WITH FAST ANSWERS & RECOMMENDATIONS ■ SELF-SERVICE PORTALS: MAKE CHATBOT SUPPORT SESSIONS MORE INTERACTIVE FOR HIGHER RESOLUTION RATES ■ DEFLECT MORE CALLS: FREE SUPPORT TEAM TO FOCUS ON THE HARDER PROBLEMS
- 10. 1010 ECOMMERCE PRODUCT DISCOVERY ■ SELF-SERVICE ANSWERS AT POINT OF SALE IMPROVE CLICK-THROUGH RATES ■ EASIER PRODUCT DISCOVERY IMPROVES ADD-TO-CART RATES ■ SHOPPER SATISFACTION INCREASES AVERAGE ORDER VALUE AND RETURN VISITS
- 11. 11 EMPLOYEE HELP DESK SELF-SERVICE ■ 1ST TIME REMOTE WORKERS: HELP THEM FIND WHAT THEY NEED FROM AFAR ■ DIGITAL ASSISTANTS & CHATBOTS DEFLECT HELPDESK TICKETS ■ PERSONALIZED ANSWERS OFFLOAD TRANSITIONAL QUESTIONS ON HR, TRAVEL, AND EXPENSE REPORTING POLICIES
- 12. 12 Building scalable chatbots is hard. Smart Answers speeds time-to-value with deep learning and semantic search
- 13. 13 Smart Answers Differentiators Smart Answers comes with connected resources for fast time to value Robust ML & deep learning Interpret user intent and deliver relevant results. Cold-start method for when there are no existing FAQ docs. Scalable enterprise search Fusion’s index and query pipelines reduce the long-term burden of managing and scaling backend systems. Pluggable API framework Easily integrate Smart Answers with existing chatbot frameworks and knowledge bases to build and scale faster. Low-code model training Allows users without data science expertise to train and deploy ML models.
- 14. 14 Smart Answers with existing curated FAQs 14 Model Training Model Publishing Model Serving DOCUMENTS SEARCH COLLECTION SEARCHUI INDEX PIPELINE QUERY PIPELINE Model Upload to Fusion Store Model Callable from Index and Query Pipelines Offline Training: Deep Learning Word Vector Model loaded to Container and Job Execution Chatbot framework Capture User feedback as signals & use to retrain the model FAQ Documents (Q/A Pairs) Input Output Rank By Fusion Optimized Query Pipeline Model Train Job
- 16. 16 CUSTOMER CARE “How well customers are taken care of while they interact with a brand.” - Forbes
- 18. 18 Demo
- 19. 19 About Databak • Data Backup and Recovery • Overloaded Call Centers • High Customer Support Cost • Inflexible Legacy Search Application CASE STUDY
- 20. 20 Learn More Read the blogs: The Technology Behind Effective Self-Service https://lucidworks.com/post/technology-behind-effective-self-service/ When In-Person Shopping Isn’t an Option https://lucidworks.com/post/actionable-ecommerce-metrics/ Contact us: https://lucidworks.com/contact/ Check out these resources to learn more about Smart Answers
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