The key is that it will meet your employees wherever they’re asking questions. If they’re using the search bar in the service portal, it’ll be there with a suggested article. If they open a ticket and start typing in their issue, it’ll be there with suggested solutions from the knowledge base. This is a classic example of machine learning, as it spots patterns in the way your teams submit tickets, search keywords, use (or decline to use) articles, and resolve tickets. It can suggest solutions with up to 99% accuracy, satisfying that significant portion of your employee base that would rather fix the issue themselves than interact with support.
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