Unlocking GPT: How to make your help center conversational today

Customer expectations have jumped, again. 

 

And this time it’s thanks to large language models, and specifically ChatGPT – the AI celebrity that’s got everyone talking, and its younger and smarter sibling, GPT-4.

 

Instead of doing multiple web searches and reading through a whole bunch of articles, we can now get instant answers by simply asking ChatGPT questions in natural language. 

 

While there are still hiccups that need to be addressed (hallucinations, lack of access to real-time data, etc.), large language models are fundamentally changing the way we search for information—in addition to a multitude of other applications (such as composing songs, crafting images and videos, coding, etc).

 

Customers will soon expect a similar experience from businesses.

 

Customers don’t want to search for and read through manuals and lengthy support documentation to resolve issues; they expect immediate answers by simply asking questions in natural language.

 

Language is the new interface. And businesses need to adapt quickly to deliver robust customer service that meets.

The benefits of a GPT-powered conversational help center

Before we dive into how to make your knowledge base conversational with AI, let’s take a look at some of the benefits.

 

Better customer experience

 

This is a no-brainer. No one enjoys reading manuals and support documentation. By delivering a conversational experience, businesses can make it easy for customers to get answers and resolve issues much faster.

 

Fewer support tickets

 

Even if your help center has the answers, customers may miss locating it if it’s buried deep inside or use the wrong keyword to search, leading to avoidable support tickets. But a GPT-powered bot will understand customer intent and locate the right solution content for them, leading to fewer support tickets and streamlined customer service operations. Your support team will only need to focus on questions that require a human touch.

 

Continuous improvement

 

Tools like Superseek come with rich analytics – including trending topics, knowledge gaps, areas for improvement, top solution pages, etc. – that help you strategize and continuously improve your help content. 

 

No minimum content requirements

 

Traditional help center chatbots needed businesses to have around 50 pages minimum to set up a conversational help center chatbot. But a GPT-powered conversational help center agent can be up and running with no minimum content thresholds. But note that, answers will still be limited to the content provided.

How to make your help center conversational today with Superseek

Here at Superseek, we’ve worked hard to make it easy for businesses to transform their help centers and make them conversational instantly. Follow these simple steps and you’re good to go.

 

If you run into any issues whatsoever, shoot us a mail at support@superseek.ai and we’ll be on it right away.

 

1. Add the link to your help center

 

Head over to Bots > My Bot > Source Data. Click on Manage Domains and enter your help center domain. For example, help.mywebsite.com.

 

Superseek will ingest all the content in your help center and create a conversational agent trained on your content.

 

2. Test and fine-tune responses

 

Once your agent is ready, head over to the playground and take your conversational agent for a spin. Test out all the common questions customers ask. If an answer isn’t right or needs the agent to provide additional information, simply click on the ‘feedback’ button and type in the right answer. Please make sure the agent is providing relevant answers to all your customer’s frequently asked questions.

 

3. Configure the experience

 

Configure the look and feel of conversational agent to suit your branding guidelines. You can also add a welcome message and add some frequently asked questions.

 

4. Set up routing rules

 

Routing rules are pre-defined fallback responses and calls to action that help your bot handles situations when asked a question for which there is no relevant information in the help center. 

 

For example, if a customers asks a question and the agent doesn’t have an answer, it can be configured to respond with a canned response (e.g., “Unfortunately I can’t help here. Please get in touch”) and also provide CTA buttons to get in touch. You can configure the button to provide a fixed response (“Please drop us a mail at support@example.com”) or open a link (to your ticketing tool for example).

 

5. Add the conversational widget to your help center

 

Copy paste the widget code (you can find it in the implementation section) to your help center and the widget will appear on all pages of your help center. Your conversational agent is now ready to start answering customer questions.

 

6. Track conversations and improve with analytics

 

You can stay on top of every interaction with sessions. If you notice that the agent has not provided the right answer, you can instantly give feedback by clicking on the feedback button. The agent will immediately ingest your feedback and incorporate it into future responses.

 

You can also leverage Superseek’s deep analytics to plug knowledge gaps, areas for improvement, and uplevel your help content.

About Superseek

Superseek makes it easy for every business to harness the power of large language models like ChatGPT to enhance customer service and visitor engagement.

Superseek is a GPT-powered conversational assistant that’s trained on all of a business’ customer-facing content – including website content, help articles, and any uploaded documents – and provides customers and visitors with instant, up-to-date, and human-like answers to all their questions. Superseek also provides businesses with rich and actionable insights to create, improve, and uplevel all their website and help content.

 

 

Help customers and visitors get answers fast with AI.

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