Customer service teams have a simple mission: give customers the best experience. They are always looking for new ways to help customers quickly and easily. And with loads of requests coming in, teams must find more efficient ways to create those great experiences. Search technology is helping them do this. Today, AI-powered search tools are better and more accessible than ever.
AI-powered search can help businesses make their customer service process simpler. Plus, it makes it easier for customers to get the answers they want through personalized self-service options.
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Introduction to AI-powered search technology and its benefits
AI-powered search technology uses natural language processing (NLP) and text analytics to understand the semantic meaning of questions. With that understanding, it can deliver more accurate results. This then allows businesses to deliver exact search results to customers and internal teams with no manual effort. AI-powered search is faster and more precise than traditional methods. It can also be configured to suggest related content and guide users toward solutions quickly and efficiently. And there’s no need to ask a human worker for help.
AI-driven search tools also let organizations take advantage of the tacit knowledge they already have. Too often, ample storage spaces like Microsoft Sharepoint or Google Drive are little more than graveyards for information. Over time, they become poorly organized and bloated. And the valuable knowledge they contain gets lost. Then the knowledge is ignored by the people who need it most: internal teams and customers.
4 Benefits of AI-powered search technology in enterprise businesses
AI-powered search technologies provide a range of benefits to enterprise businesses. Let’s consider a few:
1. Accuracy: AI-driven search engines enhance the accuracy and relevancy of searches.
AI search engines tailor algorithms to recognize language nuances. This provides more precise results, getting customers the exact answers they need. And, it gives internal teams a reliable source of information at their disposal.
2. Speed: AI-powered search technology also enhances user experience and productivity.
As mentioned above, AI-driven search engines can suggest related content to guide users toward solutions more quickly. It automatically adjusts the algorithms based on user behavior. This process helps reduce customers’ time trying to find a solution by providing instant answers. Customer service teams are then free to handle more critical tasks and customer issues.
3. Insight: AI-powered search technology provides a better understanding of user intent and behavior.
By analyzing natural language data, AI-driven search engines can understand customers’ wants. This allows organizations to gain valuable insights into customer preferences and needs. They can use that data to develop more effective content strategies. Or they can tailor products and services to meet customer needs better.
4. Customer Satisfaction: Ai-powered search technology improves knowledge management and decision-making.
By using AI-driven search engines, enterprises can ensure their teams access the most valuable information quickly and accurately. Over time, this helps them make more informed decisions. With AI-powered search, you can better serve customers, driving customer satisfaction and loyalty.
Implementing AI-powered search in enterprise businesses
Set Business Goals:
Before introducing any new system into a business, you need goals. Align it with your business strategy. Are your plans to improve customer satisfaction? Do you want to increase online sales? Reduce customer service costs? Or all of the above? For success, be specific about what you hope to achieve.
Choose a good partner:
Then, choose a vendor/partner. You need a vendor who can help integrate your technology with your existing systems. Doing this is not a small task and will be easier in partnership with an experienced team.
Integrate, Optimize, and Customize:
Once the systems are in place and connected, it’s time to customize and optimize. Optimize your search technology to fit customer expectations. Fit it to your team’s needs and to your business goals.
Train for Adoption:
Then it’s time for user training and adoption. Everyone should where to find the new search tools and how to use them best. This ensures you see the most significant ROI from your project.
Use cases of successful AI-powered search implementation in enterprise businesses.
One of the most effective uses for AI-powered search is customer self-service. This could be as simple and powerful as a chat window on your website. From here, customers can ask freeform questions. Or, they can follow clickable options through predefined paths. Creating an even more seamless user experience is possible. Add text messaging into this workflow so customers can interact with you on their terms.
If a customer has a question that doesn’t already exist in your knowledge base, it becomes a help desk ticket. It then routes that ticket to either the most capable or the next available person to offer help. Once a solution is found, that knowledge becomes part of the system. Ideally, each question should only need to be answered once.
This search tool works as well internally as it does with customers. For example, HR teams can provide great experiences for the entire company by making these search capabilities available in your internal channels like Slack or Microsoft Teams.
Conclusion
Reclaim all of the existing tacit knowledge in your company, then use it to provide a better customer experience. In turn, you can help your people work more efficiently. How? Capacity can help. Sign up for your free account and start building your knowledge base today.
