Knowledge Management and Web Self-Service

Increasingly, your customers are using the Web to research your company and your products, browse your offerings, and make purchase decisions.  Genesys has teamed with Inquira to help you provide more targeted information to customers’ queries and capture information about these searches. If customers escalate from the Web to an assisted-service channel, this same information is provided to the customer service agent to help them engage the customer with accurate, personalized answers.  By discovering the “true intent” of each customer query, this application makes Web self-service part of a seamless, consistent cross-channel conversation with your customers.

Advantages:

Features:

Self-service session history ― captured as part of the complete interaction history, this allows agents to see Web self-service interactions, search queries used, and knowledge articles viewed to quickly understand the context of an escalated inquiry, continue its momentum, and eliminate repetitive service actions.

Hot keys ― make it quick and easy for agents to select and insert answers into replies. Highlight any piece of text in an e-mail, chat, or session history, and use a hot key to rapidly get advice or display a list of possible answers. Insert the answer or article link into any e-mail or chat reply with a single click.

Smart Excerpts ― highlight the section in a knowledge article that best matches the inquiry so that agents do not have to waste time reading through the entire article to find an answer.

eService inquiry deflection ― provides an additional layer of automated intelligence at the exact moment when eService interactions are escalated.

Agent collaboration tools ― offer a quick, easy way for agents to share ideas, discuss important information, and harvest potential future solutions.