Getting Started with Dialpad Self-Service
  • 22 Jun 2023
  • 2 Minutes to read
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Getting Started with Dialpad Self-Service

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  • PDF

Article Summary

Dialpad Self-Service is your very own AI-powered virtual assistant that offers 24/7 front-line digital assistance, as natural as speaking to a live agent. No pre-training or decision trees needed. From digital deflection to digital resolution, you can provide smarter digital experiences and reduce the need for live agent engagement. 

What is Dialpad Self-Service?

More than just a chatbot, Dialpad Self Service performs lightning-fast and highly accurate deep semantic searches, many times faster than typical website search capabilities. Dialpad Self-Service is able to answer 90% of all common queries, identifying any existing knowledge gaps and reducing handling times by 70% without the need for data scientists or extensive training.

Our cognitive Ai model is constantly learning and optimizing. With every question, it gets better at searching the right knowledge bases, and finding the right answers for your customers.

It ensures your customers see the information that's relevant to them and using our simple dialogues, you can automate more customer interactions.

What does this mean? Well, for starters, you will push your CSAT and NPS scores way up, simultaneously driving your Contact Center costs way down. Ai Voice about a win-win. 

Who can use Dialpad Self-Service?

Anyone! Rather than requiring years of technical expertise, the Dialpad Self-Service UI is intuitive, ergonomic, and works out of the box, with no code. The platform is capable of digesting and indexing structured and unstructured information, so you don't even need to have an existing help center set up in order to use the product – all you need is a website (and visitors)! 

Self-Service analytics

Dialpad Self-service is indefinitely scalable and grows with your business, providing a broad range of marketing and technical analytics to help customers get the most out of the product and gives you deeper, holistic insights into the customer experience.

Identify missing knowledge sources (from questions being asked by customers for which no answer can be found), and where customer journeys start, end, or are interrupted. 

Dialpad Self Service for agent assist

Sometimes, you just need to speak to a human, and Dialpad Self-services makes it easy and seamless for customers to switch from self-service to a real person when needed. Customers can quickly transition from any digital channel to a voice call with just a simple click, and our Real Time Assist cards give employees the information they need for tricky situations and allow them to search across an entire knowledge base (including multiple languages and PDFs!) for specific information. With a range of different features that can be added to each response including images and videos, as well as attachments and quoted content, agents can guide customers safely knowing that the information they are providing is correct and up to date.

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