When you provide a product or service to your customers, they are bound to have a few queries regarding the same. Most of these questions are fairly basic and do not involve a deep dive into your enterprise knowledge base. Letting your customer service representatives handle such questions is always a bad idea as it would only lead to your customers having to wait and your agents having to answer repetitive questions. The most obvious alternative to this is to provide your customers with a list of FAQs (frequently asked questions). However, customers are rarely willing to go through the document to locate their issue and obtain an answer for the same. They need quick and satisfactory resolutions to their queries.
An ideal way to deal with this issue is to build FAQ chatbots through SAP Conversational AI. This conversational AI solution allows you to set up chatbots that are dedicated to providing answers to the questions asked frequently by your customers by interacting with them. These chatbots scan your FAQ document and/or enterprise knowledge base and return with the right answers to the right questions.