At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help.
That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.
Less Support Load.
When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.
It's like having someone on your support team respond to the customer before the ticket is even submitted.
Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%.
(This will be dependant on the depth and breadth of your content.)
To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.
This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.
Check out a sample report from our own account below: