Key takeaways
- A customer care agent answers routine billing, plan, device and outage questions in chat from your own care knowledge, and cites the article it used.
- Chat deflection and search share the same knowledge: subscribers get the answer in chat, and your human agents find the same cited answer in seconds.
- The agent hands off to a person with a summary of the chat when it cannot answer, when the subscriber asks, or when an action needs approval.
- Enterprise h2oGPTe runs on-premises, air-gapped, in a private cloud or in the cloud, so subscriber conversations stay in your environment.
Answer the same questions, every day, without the same cost
Most of your care volume is questions you have answered before: why a bill is higher than last month, what a plan covers while traveling, how to set up a new phone, whether there is an outage at an address.
Each one costs you a contact, and a slow or wrong answer costs you more. A subscriber who waits in a queue, gets a generic chatbot reply, then repeats the story to an agent starts looking at other offers.