26th of April 2023
A large unemployment insurance fund takes the customer experience to the next level and integrates SupSearch, SupWiz AI search Engine, into their Chatbot – making sure not to leave any members behind.
Chatbots typically answer users’ most common questions, but then what happens with the not-so-common questions, also known as long-tail questions?
The large unemployment insurance fund’s solution is adding SupSearch to its Chatbot - the AI search engine that knows something about everything!
With no keyword-guessing and just a few words typed in the chat, SupSearch solves all types of queries providing a better experience for the unemployment insurance fund’s members!
Less transfers to human agents
At he unemployment insurance fund, this extended version of the Chatbot makes it easier for users to find the information they need because the tool is customized to their users and language! SupSearch automatically updates by itself and therefore requires no maintenance. A smart and easy solution specifically for the unemployment insurance fund and its members!
The Head of Member Service at the unemployment insurance fund is very satisfied with how the Chatbot and the SupSearch feature article matching are complimenting each other:
“With the combination of SupWiz Chatbot and article matching, members are being directed toward knowledge articles so that they can find answers on their own – a fast and easy member service experience!”
Furthermore, the quick response on broader topics also reduces the number of members being transferred to human agents, which allows agents to work on more complex tasks whenever transfers are indeed needed. Additionally, with SupSearch statistical tool, managers can get insights into the user behavior, searches, and potential knowledge gaps to make the article matching even better!
SupSearch gathers all relevant information for members from many of the unemployment insurance fund’s sources, even if the sources are in different languages (e.g., website, knowledge articles, emails, chats, etc.). This means that the search engine is tailored to user’s language, as well as any company or industry-specific words, providing a customized experience. This setup requires no maintenance because SupSearch automatically updates to keep up with the new knowledge – a smart and easy solution!
Increasing the self-service rate
The unemployment insurance fund focuses on member service and making sure that members don’t feel forgotten or lost. A Chatbot means 24/7 availability handling frequently asked questions, whereas SupSearch assists with less usual inquiries providing knowledge articles for members to find answers on their own.
“The ambition has always been to increase the self-service rate for our members and not make them feel left behind. We can achieve this with SupWiz solutions.”
Head of Member Service at the unemployment insurance fund
SupSearch can be integrated anywhere, your chatbot, website, intranet, etc. Moreover, it can identify trends, user behavior, and knowledge gaps providing an extraordinary service experience for users, and valuable information for optimized agent training and onboarding!
Do you also want to improve the member service in your company? Contact us today.
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