Posted by Breon Aldrich on Sunday, 6 October, 2019 14:19:50
Looking around CSE, they saw that other help desk teams were also looking at how bots could help them. There are currently 12 bot projects underway in CSE, including a massive now three-year-old effort to shave 60 seconds off the time employees use to spend on the phone trying to get to the right help desk agent.
Bots built on the Kore.ai platform can use details within alerts to auto-populate input fields of related tasks, thus creating workflows, eliminating redundancies and accelerating processes. IT help desk bots can deliver service related information on-demand or on a schedule, eliminating the need to jump across devices and screens to get the information needed.
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An effective help desk bot can automate service requests by referring users to the information that they need—but only if that information is both present and accessible by the help desk bot. Knowledge that your organization has must be well-organized, usable, and searchable in a knowledge base before a help desk bot can reliably pick through
Answer Bot works right alongside your support team by using machine learning to help answer your customers' questions. With content from your Zendesk Guide knowledge base, Answer Bot suggests articles to your customers to resolve their issues. Answer Bot is multilingual and works across a variety of channels to get the job done.
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