Give your agents and customers an excellent experience via a chatbot with support from a powerful knowledge base
Create a successful chatbot with support from a powerful knowledge base
ComAround is uniquely positioned to help your organization facilitate business processes using Natural Language Interactions and Chatbots with the powerful and elegant ComAround Knowledge™ solution
Driving successful projects for Chatbots, Virtual Agents and Multichannel Interactions can be incredibly rewarding for companies that do it right. Significant benefits can be gained in operational efficiency, ease of customer interactions and simplifying complex support processes. Most interactions vary in sophistication from simple decision-tree formats to implementations built on feature rich, self-learning platforms. They can be text based, voice activated or a combination of both.
According to Gartner, “By 2022, 70% of customer interactions will involve emerging technologies such as machine learning applications, chatbots and mobile messaging, up from 15% in 2018“. 5 Key Emerging Technologies and Their Impact on Customer Experience, Gartner 2019.
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Today, many companies are emerging from proof of concept projects and anxious to scale these into broader use cases. However, they are finding that these efforts to scale their use encounter significant problems as they uncover incomplete, outdated or poorly maintained knowledge. To quote Cassie Kozyrkoc, Chief Decision Intelligence Engineer at Google, “A common mistake is to assume machine learning is magic, so it’s okay to skip thinking about what it means to do a task well”.
Chatbots are the face of artificial intelligence and will impact all areas where there is communication between humans today, especially in support of employees and customers. Key business drivers in the use of Chatbots today range from providing 24 hour support, driving conversational support to mobile devices to providing quick answers to both simple and complex questions that drive call deflection/avoidance.
The challenges to create a successful chatbot
- Outdated knowledge in the knowledge base
- Lack of rich knowledge in the knowledge base
- Lack of formalized processes for knowledge management
- Lack of real time data showing user behavior
- Outdated tools without integrations to AI, BI, VSA, and chatbots
Why you should feed your chatbot with the knowledge base ComAround Knowledge™
- Drive your support-cost down
- Give your customers support when and where they need it
- Create a consistent Omni-channel User Experience
- Automate simple tasks to free the agents for more complex issues
- Beat your competitors with a world class customer experience
How can ComAround help
For more than 20 years, ComAround has been entirely focused on helping leading global enterprises implement a comprehensive knowledge management strategy. Analysts and industry experts agree that an established knowledge process and foundation is critical to the success of Chatbots and Artificial Intelligence solutions. Virtual support requires a rich source of knowledge that is easily accessed, well maintained and in a consistent format. It also requires a methodology such as Knowledge Centered Service (KCS) that will sustain the health of the knowledge and experience that will assist your company in shifting toward a knowledge culture for long term success. ComAround delivers on these requirements like no other solution in the market today.
- Identify the right problems that we can solve together
- Define the potential business outcome and return on investment
- Discuss how ComAround Knowledge™ can help you prepare for success
- Choose the right technology – whether you have an existing strategy or want to evaluate the ComAround solution
“According to Gartner you should establish a foundation in knowledge management by using techniques like Knowledge-Centered Service (KCS®) before implementing chatbots or virtual support agent technology”
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