AI-powered knowledge for quick answers to customer & agent queries
Quickly answers to questions & unblock sales by responding to pre-sales inquiries using AI-powered knowledgebases.
83%
of Customer Wants personalization
79
of Customer would securely message
51%
of Customer feel messaging creates personal connections
Transform your customer service through knowledge
Create accurate, accessible knowledge repositories of your business and support knowhow. Make knowledge accessible with AI-powerful search tools to surface the right information, at the right time from anyplace
Make it easy for customers to get answers by exposing your content in the browsable, searchable help center. Proactively surface contextual information for sales and support
Knowledge makes your conversational chatbots intelligent. Bots can understand your customer questions and generate accurate, concise and contextual responses.
Shorten agent’s response times and improve answer quality by monitoring questions and suggesting answers and data for responses.
Capture and continuously improve your business knowledge in both quality and coverage by using analytics and feedback to understand the gaps between the questions and answers
Get insights into what information your customers and agents are searching for and viewing. Including top searches, viewed info, failed searches and un-used articles, and more.
Platform to access, collect and organize your knowledge
Power your sales & support
Multiple Knowledgebases
Create multiple knowledgebases for internal and external usage. Specify access controls to give the right people the required data
Structured/Hierarchical Content
Organize your content in topic and sub-topic hierarchies for browsing. Content is automatically chunked and vectorized
AI Powered Answers
Scan through your existing knowledge and provide answers for exactly what you need to know
Multiple Document Types
Save and respond with FAQs, documents (PDF, Word, Excel, PPT etc.), images, video, generated snippets
Import From Web, Desktop, Cloud
Bulk import data from desktop folders, Google drive or consume from website URLs
Create Content from Anywhere
Bring in existing docs, spreadsheets, videos and more into KB or create with rich-text editor.
Identify Important Info & Gaps
Surface trending topics and searches, information consumed & missing. Use feedback to improve content quality
Accelerate Knowledge Delivery
Automate content creation, review, and approval workflows, then publish from a single source to every channel
AI-Powered Answers
AI-Powered engine searches your company’s information and delivers precise information
- Get the customer search intent from natural language understanding and the context
- Generated concise response from stored knowhow and documents
- Get trusted result that are sourced from your documents, knowledgebases, websites linked to KBs
- Ask questions from anywhere – chat, messaging channels, agent interface, apps etc.
- Built-in feedback (Up/Down, Like Answer, etc.) and article usage data is collected to improve quality
Transform agent assistance through accurate knowledge.
Conversational context is used to suggest responses
Conversational and customer context powers intent-based search of knowledgebase. Click to send responses to customer
Find information using powerful KB search
Use advanced search to narrowly specify required information. You can specify the KB, document type, topic and sub-topic.
Agents identify missing knowledge
Agents have the front-line knowledge of missing or erroneous material and can provide feedback, request updates to keep kb up-to-date
Frequently used info can be saved
Bookmark frequently used KB responses in a personal list. No searching needed, just click to send responses.
Help Center/Support Portal
Quickly answer visitor questions to unblock sales and deflect tickets
- Allow visitors to browse, ask questions or popup contextual suggestions based on their journey
- Easily customize help center with drag & drop tool to match your branding with colors and logos
- Proactively answer pre-sales questions and lower barriers to sales
- Add buttons for one-click access to self-service functions such as order or to create tickets
- Provide live agent access via messaging when needed
Looking for help desk software? Try eServeCloud for free
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