AI Assistants improve the customer experience, drive efficiency and reduce repetitive tasks, empowering staff to focus on critical issues. They also capture actionable behavior metrics. A networking equipment company with over 30k employees and AI Assistant implementations both on the web and in-stores learned:
- 49% of customers used the AI Assistant for product recommendations while shopping in stores
- 44% of customers searching for a product use Xfinity as their service provider
- The top 5 AI Assistant solutions were product recommendation; Wi-Fi mesh router; looking for cable modems; modem and mesh recommendation; gateway for ISPs
In addition, metrics can identify up-sell + cross-sell opportunities and help companies quickly spot product or service issues. NOHOLD clients have the ability to view metrics and reports through a secure portal. Out of NOHOLD’s 34 off-the-shelf reports, these are the top 3:
- Dashboard – highlights trends of the usage over time, most common questions and most popular content
- Totals & Averages – shows the most common KPIs – total usage, answer rate and escalation rate
- Solution Usage – shows usage & voted helpfulness rates for all solutions, and provides a trend graph usage over time for each solution