AWS Machine Learning

JANUARY 21, 2025

Chat-based assistants have become an invaluable tool for providing automated customer service and support. Amazon Bedrock Knowledge Bases provides the capability of amassing data sources into a repository of information. Amazon Lex is powered by the same deep learning technologies used in Alexa.

Self service 85

Self service Best practices Accountability Government 85

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. What Are Self-Service Portals? What Are Self-Service Portals? Service status updates: Real-time notifications on service outages, maintenance, and more.

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Self service Best practices Wait times Feedback 52

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Cost per Automated Chat Evaluates cost savings from AI-driven self-service.

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Self service Chatbots Analytics Contact Center 64

ShepHyken

MAY 10, 2021

And number five is to “Create Self Help Portals.” Customers are enjoying self-service options, so give them what they want. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Here are 10 ways Knowledge base software can improve customer experience. Number four is to “Act Fast.”

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Customer Service Customer Support Surveys Self service 407

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction?

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Self service Personalization Chatbots industry standards 52

ShepHyken

NOVEMBER 14, 2024

Content generation for customer self-service, with 51.7% A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. plan to implement service-level agreements to ensure quality. of businesses already leveraging this capability and another 37.6%

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Chatbots Contact Center Self service Customer Experience 170

HelpCrunch

NOVEMBER 12, 2020

Some of you might have preconceived notions when it comes to self-service. These numbers speak for themselves: 77% of customers say they have used a self-service portal at least [ … ]. The post 7 Compelling Benefits Of A Knowledge Base to Consider appeared first on HelpCrunch blog.

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Self service 118

HelpCrunch

FEBRUARY 15, 2022

The fitting software is chosen and everything is all set for the trouble-free customer self-service. The post Knowledge Base Article Templates That Unweight Your Writing Burden appeared first on HelpCrunch blog. Ah, you’re being on the right track at long last.

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Self service 118

Help Scout

AUGUST 19, 2021

When a customer hits a snag while using your product, the first thing they interact with won’t likely be a helpful member of your team — it’s more often a knowledge base article. Much like your front door, you want to make your knowledge base articles as welcoming and friendly as possible. It takes a sincere effort.

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Best practices Education Self service Engineering 126

ShepHyken

JANUARY 18, 2021

Chatbots vs Knowledge Bases: Which One Is Better? Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. My Comment: Chatbots versus knowledge base support. by Tracey Ruff.

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Customer Service B2B Journey mapping Chatbots 344

AWS Machine Learning

JUNE 20, 2024

Create an Amazon Simple Storage Service (Amazon S3) bucket and upload a PDF file that contains the information used to answer questions. Create a knowledge base that will split your data into chunks and generate embeddings using the Amazon Titan Embeddings model. You may need to adjust this up or down based on your own testing.

APIs 118

APIs Self service Engineering Customer Experience 118

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

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Self service Airlines Accountability Customer Care 118

ShepHyken

JULY 26, 2022

However, AI is about solving the customer’s problem by providing a self-service option, interacting with a bot, or getting that customer to a human. Top Takeaways: A lot of people think that AI is all about deflecting customers away from support agents. Human-centered AI is not just about resolving the issue.

Real estate 380

Real estate Self service Customer Service Technology 380

Help Scout

AUGUST 24, 2021

Luckily, there’s a tool that addresses that very issue: knowledge base software. What is knowledge base software? Knowledge base software is a tool that allows you to create, store, organize, manage, and share self-service content with an audience.

Enterprise 107

Enterprise Customer Support Feedback Self service 107

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs. Contextual self-service — the idea of placing knowledge base content directly on every screen of your application—is the future.

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Self service B2B SaaS Enterprise 215

Help Scout

AUGUST 22, 2023

These 18 inspirational knowledge base examples will help you create a great knowledge base and improve your self-service support in 2022. Read the full article

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Self service 92

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

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Self service Virtual Agent Customer centricity Chatbots 109

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions. ” “Customers with a poor self-service experience are less likely to return to self-service again.

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Personalization Self service Chatbots Customer Support 254

CCNG

APRIL 30, 2025

The disconnect between IT, marketing, and customer service results in inconsistent messaging, outdated content, and ineffective tools. Customer service leaders are left to fix the gaps, advocating for more self-service content to reduce contact center volume. A knowledge base is usually a static library of help articles.

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ShepHyken

JULY 5, 2019

Offer a self-service solution. With self-service tools, like a knowledge base software , you can communicate answers to questions in a fast and more efficient manner – no human intervention required. In fact, a knowledge base can also have major SEO benefits. It’s to head to Google.

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Feedback Self service Best practices Scripts 316

ShepHyken

SEPTEMBER 13, 2019

So be sure to reference your knowledge base or engage an expert at your organization. If you need more time, let them know you’ll be getting back to them and be sure to gather as much information as possible so you and your team have everything needed to provide a knowledgeable response that answers the customer’s question.

Customer Experience 285

Customer Experience Technical Support Self service Best practices 285

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

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Self service Chatbots Engineering Customer Support 98

Customer Service Life

MAY 11, 2022

In my third point about the importance of optimizing your Zendesk knowledge base, I left incomplete exploring artificial intelligence as a means of making it easier for customers to find answers to their questions. For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service.

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Self service Chatbots Metrics Surveys 104

ShepHyken

MAY 14, 2021

Drive customers towards self-help. There was a time when driving a “contactless, self-service driven” customer experience was considered innovative; today is a necessity. This self-service-led trend is here to stay. The 5 Cardinal Rules for a Stellar CX.

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Journey mapping Customer Experience Self service Personalization 250

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

AWS Machine Learning

NOVEMBER 26, 2023

With these new generative AI innovations, you can create virtual assistants that feel more natural, intuitive, and helpful during text- or voice-based self-service interactions. This new generation of AI-powered assistants can provide seamless self-service experiences across a multitude of use cases.

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Self service Interactive Voice Response Chatbots Contact Center 134

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. Create self-service solutions. She shares how you can reduce customer support tickets and enhance customer experience.

Customer Support 193

Customer Support Self service Journey mapping Wait times 193

Help Scout

JULY 29, 2021

Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering. Knowledge base content also shows up in search results and helps boost SEO.

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Self service Education Telecommunications APIs 142

AWS Machine Learning

SEPTEMBER 24, 2024

With a user base of over 37 million active consumers and 2 million monthly active Dashers at the end of 2023, the company recognized the need to reduce the burden on its live agents by providing a more efficient self-service experience for Dashers. The following diagram illustrates the solution architecture.

Contact Center 101

Contact Center Analytics Accountability Self service 101

TechSee

MARCH 11, 2025

Business Value: Revenue & Subscriber Growth – AI-powered self-service keeps customers engaged, ensuring frictionless interactions 24/7. Seamless CRM, knowledge base, and ticketing integrations are three common examples. Key Questions to Consider When Implementing AI Solutions What are our objectives?

Customer Service 109

Customer Service Education Self service CRM 109

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Add curated Q&As and text passages to the knowledge base.

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Self service APIs Transportation Contact Center 130

ShepHyken

FEBRUARY 1, 2022

Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. Why is customer self-service important? Do customers prefer self-service?

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Average Handle Time Chatbots Self service Customer Support 193

Callminer

OCTOBER 11, 2018

It is the percentage of customer questions that could/should be handled in self-service by the customer. The best way for a company to improve upon this metric is to teach the customer how to access their self-service pages, such as checking their own order status. He is an expert on knowledge bases and is KCS certified.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Improve AHT with knowledge bases. Techniques to reduce call volume. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

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Self service Call Center Interactive Voice Response Chatbots 87

ShepHyken

SEPTEMBER 22, 2023

This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. Surprisingly, self-service options are provided by fewer than one-third of companies.

Customer Service 175

Customer Service Chatbots Self service Customer Care 175

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. Companies should see the right knowledge management system pay for itself in a matter of months.

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Management Average Handle Time Self service CCNG 195