4 Ways Cognitive Search can Help With Customer Experience Management

Customer journeys are at the epicenter of CX. Improve them and the experience elevates drastically. Pretty straightforward, right? Well, not entirely. Fulfilling a need tends to involve multiple touchpoints and interactions.

Ideally, brands need to look at complete journeys — which can involve multiple channels — to optimize CX. And that’s where the challenge lies. Unfortunately, many companies have a hard time tracking these holistic, cross-platform journeys as they are siloed.

This lack of cross-functional synergy is a problem. Effective CX management needs a more holistic view of customer touchpoints and journeys. Cognitive search engines can help.

Here are 4 ways you can utilize cognitive search to improve your CX management.

1. Offering Personalized Support

One of the biggest advantages of a cognitive engine is that it can actively monitor and log every step a customer takes. While that isn’t something new, the fact that the log covers everything they do across the digital avenues is.

This means your agents can see what the customer did on the online community or documentation center before calling it quits and logging a ticket. This equips your agents to understand the issue and offer a better solution.

2. Unifying Organizational Knowledge

Enterprises churn copious amounts of information to educate customers and prospects. It is then stored on different platforms to cater to varied needs. This creates an accessibility hurdle as customers and employees have to struggle to find what they need.

A cognitive engine can overcome this hurdle. It scans all repositories and creates a unified index that finds relevant content from them at the given point of search. This reduces customer effort and improves knowledge discovery and, by extension, consumption.

3. Elevating Self-Service Capabilities

Customers and brands love self-service alike. It helps both parties and keeps everyone happy. In order to make it work, customers need easy access to helpful content. Unfortunately, that can be hard, given the limited scope of native search engines.

This is where cognitive search can help. It leverages deep learning to integrate user, behavioral, and historical data to decipher search context. This enables the engine to deliver highly relevant results that keep the users coming for more.

4. Empowering Service Agents

Your agents, especially the ones new to the organization, have a hard time answering service requests. This is the case every time they come across an issue they haven’t resolved before. As a result, turnaround time takes a big hit.

Cognitive engines come equipped with apps to help you step on the gas. They quickly analyze the latest case and provide insights like similar cases, top articles, top agents, and complete user journeys. As a result, you see a drop in the meantime to resolution (MTTR) along with a higher CSAT score.

Improving CX with AppExchange Solutions

Apps like SearchUnify, available on the AppExchange, convert the resolution into a knowledge article on the fly. Furthermore, they also monitor the usage of the generated articles by your service team. This helps you quantify KCS success, something a lot of firms find painstakingly hard.

When it comes to CX management, cognitive search engines can be an invaluable tool to empower agents, unify organizational knowledge, and personalize the customer experience. And elevating customer experience is something that should always be a top priority for any organization.

Discover SearchUnify, and other solutions that can improve CX Management on the AppExchange.