Auto Answers: Customer self-service
Auto Answers is a self-service support feature that provides customers a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from agents.
When enabled, Auto Answers provides customers a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from agents. The feature is configured per chat window definition, which allows you to differentiate and customize customers' chat experience on your site.
Requirements
- Only available for layered windows
- Not available for pop-up windows
How do customers experience Auto Answers?
The typical engagement sequence for customers is as follows.
- The customer asks an initial question.
- The customer browses and rates the available answers.
- The customer initiates live chat if the issue persists
Task One: Populate the answer pool
Auto Answers utilizes canned messages to present the most relevant answers to customers based on various factors, such as frequency of use, popularity, customer rating and key terms.
You can populate the pool of questions and answers using either the admin.Bold360.com or via API calls.
Task Two: Configure the Chat Window
Fine-tune how and when Auto Answers are presented. For example, when do you want to show Auto Answers to customers? Will they be forced to read answers, or can they bypass them before engaging with an agent?