What are the best practices for FAQs?

Genesys DX

What are the best practices for FAQs?

Follow these guidelines to make the most of Digital DX AI's FAQ capabilites.

Remember the following guidelines when adding and FAQ to your widget:

Provide the FAQ in the widget upon opening?
Include three to six articles that represent your top use cases
When you start using the bot for the first time, specify the articles to be displayed in the FAQ using labels to avoid initial questions skewing your results
Review static FAQs every 30 days to see if they should be changed
If the FAQ is changed to dynamically present articles from the knowledge base later, make sure to exclude any negative articles from the FAQ like How do I get a refund?

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.