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Knowledge Architecture - The Path to Automating Customer Support Interactions

There is an ever increasing focus on reducing customer support costs while improving customer satisfaction.  While these appear to be conflicting objectives, new tools can support both goals, however the design and deployment of such technologies requires careful planning and analysis as well as the use of specific knowledge engineering approaches.

In this session, we will demonstrate how correctly structured knowledge components and highly focused use cases can significantly improve Customer Satisfaction scores and call center efficiencies.  We will use the example of an industrial company with a large product catalog and illustrate how a helper bot can retrieve information precisely for either a customer or a customer service agent.  We will also illustrate routine processes that can be automated with relatively low levels of effort. 

Join us for a practical approach to improving your customer service measures. 

Recorded - available as on demand webcast.

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Seth Earley
Seth Earley
Seth Earley is the Founder & CEO of Earley Information Science and the author of the award winning book The AI-Powered Enterprise: Harness the Power of Ontologies to Make Your Business Smarter, Faster, and More Profitable. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. He has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance.

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How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.