Kapture CX, a leading Gen AI-powered CX automation provider, is excited to announce the launch of GenAI KB, a groundbreaking feature set to revolutionize the way customer service agents handle pre-ticket assignments. GenAI KB is designed to significantly enhance customer satisfaction by reducing response times, alleviating agent frustration, and improving the overall customer experience.
Customer service teams are facing increasing pressures, leading to a 20% increase in average response times, a 30% rise in the Agent Frustration Index, and a 15% decrease in customer satisfaction due to overwhelming ticket volumes and delayed query resolution.
GenAI KB is a powerful feature that streamlines knowledge retrieval and empowers agents with quick access to relevant information. By significantly reducing the dependency on support tickets, GenAI KB addresses the critical challenges faced by customer support teams.
Key Features of GenAI KB:
- Generate FAQs: Quickly generate FAQs based on uploaded documents and web links, allowing organizations to compile FAQs efficiently and enhance user support and self-service.
- Connect with Knowledge Base: Access additional information from the knowledge base when specific FAQs are not available, ensuring users receive comprehensive information.
- Question Answering System: Provide a robust system for answering user queries, enhancing user experience with accurate and context-aware responses.
- Ticket Deflection: Proactively address user queries to reduce support ticket volume, leading to more efficient query resolution and improved customer satisfaction.
GenAI KB integrates seamlessly with various types of chatbots to further enhance customer interactions. Knowledge Base-Based Chatbots provide accurate information by searching through structured information repositories. Conversational Chatbots simulate natural human conversation using machine learning and natural language processing, while Rule/Flow-Based Chatbots guide users through predefined flows, ensuring structured and controlled interactions.
Key Benefits
- Enhanced User Engagement: Conversational chatbots provide more engaging interactions, fostering positive user experiences.
- Efficient Information Retrieval: Knowledge Base-Based chatbots streamline information retrieval, enhancing customer support efficiency.
- Structured Interactions: Rule/Flow-Based chatbots ensure controlled interactions, improving process accuracy.
About Kapture CX
Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
