Automating Technical Support Knowledge

XpertRule Knowledge Builder can transform a customer service contact centre by empowering agents to provide problem diagnosis and resolution based on verified best practice knowledge. XpertRule delivers this by capturing and automating problem diagnosis and resolution knowledge. The "reason for a call" and reported symptoms are translated into a root cause using a step-by-step diagnostic tree or flow. For each root cause a trouble-shoot flow is defined which consists of a sequence of trouble-shoot steps or fixes. The ordering of the steps is based on the statistical fix rate of each step thereby reducing the overall call duration.

The benefits of automating support knowledge are:

Agents provide fast, consistent & verified advise.
Increase first call fix rate.
Reduce call durations and queues.
Increase customer satisfaction.
Up-sell, cross-sell and better customer retention.
Reduce agents' training costs & mitigate turnover.
Changes in knowledge can be propagated immediately to all contact centres.
Deploy same knowledge across all contact channels (phone, email, chat & web self-help).