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Every Superhero Needs a Sidekick. AI-powered guidance for the real superheroes of the contact center, your agents.
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Description from store
Every Superhero Needs a Sidekick
AI-powered guidance for the real superheroes of the contact center, your agents.
A one size fits all approach to knowledge does not match the different competency needs of your contact center. Search is evolving, and you want to provide a new experience without disrupting everyone. It’s become increasingly difficult to search and find answers to the problems they’re tasked with solving. This leads to relying on group knowledge and a drop in knowledge management usage. Before Sidekick, you were stuck with a couple of choices: restructuring your knowledge content (that some of your team loves!) or updating your information architecture. Neither option is quick or easy! But with Sidekick, your agents have compliant Smart Snippets at their fingertips – no costly restructuring required.
What about traditional keywords, you ask? It may feel like some searches aren’t meeting the modern agent’s need in complex environments, from returning irrelevant bulk results, not understanding intent, requiring exact match terminology, and missing important contextual meaning. Your agents and your customers have got no time to waste! Sidekick utilizes Azure AI search to understand and interpret exactly what an agent asks to ensure precision matching for faster knowledge delivery.
Empower your teams to work smarter, not harder, with Sidekick.