The DIY customer support experience is something we've all learned to hate
- Outdated information
- Duplicate file names with conflicting information
- Missing information
- A chatbot that acts as gatekeeper instead of access point
Past practice: The way information was managed in knowledge bases was often left to the imagination and know-how of the customer support teams. These teams used those same repositories to provide information for agents to relay to customers.
There is a better way: The customer service model is rapidly changing, with AI-enabled chatbots the single access point to what is often a vast array of knowledge base articles.
The big change: Until recently approaches to managing content for accurate retrieval relied on manual efforts. Now knowledge base articles can be created, stored, and tagged, better to retrieve and deliver.
Recent developments, particularly applying generative AI, are changing the landscape.
But beware: In hype cycle parlance, companies are somewhere between the Peak of Inflated Expectations and the Trough of Disillusionment.
The role of ‘semantics’ in the customer support ecosystem to the rescue: In this session, Rahel Bailie describes the multiple pathways to bold new delivery models, explaining:
- Where they diverge from traditional tried-and-true techniques:
- Where foundational principles remain intact
- Why a thorough understanding of the issues is so important
- How getting the semantics right increases customer satisfaction
