How AI-Powered Search Drives Better Customer Support

Most customers don’t like calling customer support. It takes too long to get the answers they want, and they walk away feeling exasperated. Many organizations find themselves frustrated with their customer support experience as well. They know they need to provide a better, seamless experience for their customers, but they are challenged with information silos, an incomplete view of the customer, and a support team that has to hunt and peck to find the right information.

These challenges are real, and it’s critical to resolve them and improve the support experience. If you don’t manage your customer experience right, customers will leave. And that’s something you can’t afford to see happen. What’s the answer?

Improve Your View of the Customer

The best way to support your customers is to provide support agents with a 360-degree view of the customer. This view is across interaction channels like web, email, chat, support tickets, even social media. Connect these interactions with the products and services you know the customer has purchased and now you can better serve them.

Further, with AI-powered search integrated into your customer support  platform, your agents can be pushed the right information automatically, based on the content of the client’s ticket, regardless of the repository the answer lives in. So if a client has an issue with their refrigerator, the agent can immediately see other related tickets and resolutions associated with the same issue the client is reporting. 

An example of this is shown below, which illustrates the power of the Attivio platform integrated with, known as Engage360.

Behind the Scenes: The Value of AI-Powered Search

A traditional search solution couldn’t do what Engage360 does. There’s a lot more going on behind the scenes than indexing a lot of information. What does Engage360 use? It leverages the Attivio Platform and its combination of natural language processing, text analytics, and machine learning to surface the right information when it’s needed.

AI brings a number of benefits to the table. First, it provides information intelligence through the analyzing and indexing of data using NLP and text analytics. This ensures the most relevant information is surfaced quickly. Second, it incorporates behavioral intelligence through the analysis of customer interactions. Here again, the solution leverages machine learning, NLP and text analytics. 

Combined, you have AI-powered insights and search that not only lets you ask a question and get the most relevant answer, but also anticipates your needs and delivers relevant information and insights even before you ask for it.

It’s also important to point out that this is not a one-time analysis. With machine learning, the solution gets smarter over time, learning and evolving as you use it, as products change, customers do or ask more, and you add more knowledge to the system.

In the End, the Customer Wins

An AI-powered search solution helps support teams work smarter. But in the end, it’s the customer who is on the winning side - they get answers faster, their experience is improved greatly, and they happily let others know how good your company is to deal with.

So, I only have this one question for you: What are you waiting for? Start building better customer support experiences today. Contact us to learn more.  


Gartner Magic Quadrant for Insight Engines 2019
Attivio was recognized for our completeness in vision and ability to execute.