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How Smart Query Technology Works
Customer-Centric Technology
The key thing about Smart Query Technology (SQT) is that it is a highly customer-centric system. It is designed around the principle that the majority of customers are likely to have similar or related questions. Few questions are fundamentally unique. SQT uses this to the advantage of both customers and employees.
The nuts and bolts
From the customer point of view, with smart query technology, they almost feel as if they are chatting live; in the background, however, their question is being searched and matched with cached or previously asked and answered questions. Where the system finds a matching Q&A record, it returns the answer to the customer in seconds. When it doesn’t find a matching record, it sends the question on to an online CSR to answer the question.
The Outcome: A win-win situation
In either case, the customer gets an instantaneous response and the CSR team receives only new queries, saving a lot of their time. Since the majority of customer queries that any business receives are highly repetitive, most of them will find matching answers in the Q&A database.
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