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How frequently do you type out a complete search query on Google? Not very often, right? Before you realize it, Google auto-completes your query, and it’s almost always exactly what you were looking for. Wouldn’t it be really convenient if your helpdesk also exhibited this intelligent behaviour?

Helpdesk bots powered by artificial intelligence (AI) and machine learning (ML) algorithms are changing how customers find answers to their problems. They make it easier for businesses to deflect support tickets by automatically suggesting the right solutions to customers. This is achieved by mining large volumes of data and finding related, relevant patterns within them.

The ways in which bots improve customer support and reduce agent efforts include:

  • Assisting agents with answering repetitive customer problems.

  • Enabling customers to troubleshoot problems by themselves.

  • Making the transition from the bot to a human agent seamless.

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