Make self-service even easier. Reduce service queues and costs
With KANA Virtual Assistant, your customers won’t need to navigate away from the webpage they’re on to go sifting through FAQs for answers, —nor click through one dropdown menu after the other. Customers can simply “chat” with your virtual assistant on any page of the site using keywords or sentences in natural language.
The KANA advanced natural language processing technology parses word strings to understand customers' intentions and match them with relevant information from your existing knowledge base. Suggested Web pages, answers and actions are provided as choices in the search window of the virtual assistant. It’s a productive, interactive experience that makes virtual “personable.”
Many types of customer requests can be handled with the KANA Virtual Assistant acting as a frontline agent, effectively reducing queues to live agents. Increasing self-service resolution translates directly into cost savings, while shorter queues translate to better service. Your agents are freed up to focus on more complex tasks rather than answering the same questions over and over or handling simple requests for information.
Immediate help 24/7 reduces website abandonment
KANA Virtual Assistant combats website abandonment by making assistance immediately available to customers as opposed to having them queue up for live help or worse, give up in frustration because they can’t find what they need quickly. And because a virtual assistant can be of help 24/7 — without additionally increasing costs — it’s a highly cost-efficient way to enhance the customer experience and live up to growing expectations of “anytime” service. For customers that require more than a virtual assistant can handle, issues can be seamlessly escalated to email or a live agent.
A window into the self-service experience makes it better
Analyzing search topics and questions posed to your virtual assistant gives you deeper insight into the self-service experience online — insight that can be directly used for making improvments. For example, questions that are asked repeatedly reveal trends in customer interests or needs. By displaying the hot topic or linking to it more prominently on the website, many customers will find what they need before going to the “contact us” page.
Frequently asked questions followed by an escalation to an agent may also signal a gap in the knowledge base or an emerging problem. By adding the relevant information to the knowledge base, you’ll not only reduce the number of calls concerning the issue, but reduce customer frustration as well.
Good self-service experiences lead to greater adoption of self-service as a channel for interacting with your business, ultimately reducing the cost of providing customer service.