Leveraging the Power of AI Technologies for Optimal Customer Support (Part II)
Hybrid AI and its benefits to different support functions In our previous article, we introduced four AI technologies – Elastic Search, Semantic Search, Conversational AI, and Generative AI – that are transforming customer support. These technologies offer benefits such as improved search results, enhanced customer experience, and increased efficiency. However, their implementation has been limited […]
Leveraging the Power of AI Technologies for Optimal Customer Support
An Exploration of Conversational AI, Generative AI, Semantic Search, and Elastic Search Customer support has undergone a significant change with the rise of AI technologies like conversational AI, generative AI, and semantic search. These technologies offer numerous benefits for customer support applications but also come with their own set of challenges. In this article, we’ll […]
Why Self-Service Portals Should Start Leveraging Conversational-AI and Stop Using Outdated keyword-Based Search Technologies
Self-service portals have become increasingly popular in recent years as a means for businesses to provide customer support and reduce costs. With the rise of online portals, customers are now able to find answers to their questions and resolve issues on their own, without having to contact a live representative. However, despite the widespread adoption […]
Building a Knowledge Portal Platform:
The architect’s cut This is the third part in my ongoing series about how to build a knowledge portal platform, from the software architecture perspective. Read the previous part here. Horizontal scaling One of the proclaimed advantages of microservices is the ability to scale horizontally. All we need to do is to add more machines, […]
User Manual – Korra Platform
Index Introduction Korra.ai is a KnowledgeDiscovery Experience platform that allows you to connect your users to your knowledge very quickly and accurately. Korra was built to provide you with a tool to create a state-of-the-art search experience automatically, using AI, and a one-of-a-kind media player that can take your users to the exact spot inside […]
Why Conversational AI is the Future of Self-Service Support
Conversational AI, which is the integration of natural language processing (NLP) and machine learning (ML) technology, is quickly becoming the future of self-service support. While traditional self-service solutions like insight engines, knowledge base platforms, and chatbots have their own limitations, conversational AI can address them with its ability to understand user intent and provide personalized, […]
Building a knowledge portal platform
This is the 2nd post in my “knowledge portal architecture” series. See the first article and introduction here Pride In Performance – Which Performance? Imagine you ask a young, nerdish developer what’s the most important goal of his efforts in coding. What would be his answer? I would bet that the majority would go for […]
Why AI-Driven Customer Support Is The Right Solution for Midsize Companies
Small and medium-sized businesses (SMBs) face a number of challenges when it comes to providing best-in-class customer support. One of the most significant of these challenges is the so-called knowledge-discovery gap, which refers to the difficulty that customers often have in finding the information they need to resolve their issues or questions. This problem is […]
The Bible of Knowledge Management
Ultra-orthodox jews study a lot. One of the most revered occupations one can have is being a student in a Yeshiva. In fact, if you are a Torah pundit, you can get married easily, with girls coming from rich families, even if your parents are poor. Kind of the Jewish Revenge Of The Nerds. There […]
Improving Customer Support: Targeting the 5 Stages of the Content Value Chain
In order to improve customer support, awareness of the functionality that drives good support is essential. This is what we call the content value chain, and it can be broken down into 5 stages: Available, Useful, Findable, Engaging, Continually Learning While many businesses excel in meeting some of these stages, very few go above and […]