Customer Service

Contact center software for better call deflection, increased agent effectiveness, and happier customers

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The world’s biggest organizations trust Lucidworks

Customers Feel Abandoned, Agents Feel Overwhelmed

Customers get lost between site, chat, in-app, phone, in-store and all the various channels used for support and service.  With Lucidworks, personalized self-service deflects tickets and reduces call resolution time. Connect the customer to the contact center in a way that personalizes interactions, improves customer satisfaction, and reduces agent attrition.

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Everyone On the Same Page

Align the customer and agent experiences by reducing the disparity between what the customer and agents see. This makes self-service feel more human and your support team feel more engaged. When everyone sees the same thing, triage is easy.

Enable Self Service Success

Enable Self-Service Success

Use a continuous-learning workflow to make all your support systems smarter with every service interaction. With powerful deep learning to interpret user intent and match relevant content, you can improve self-service, freeing agent time and increasing customer satisfaction.

Enable Self Service Success 1

Improve Agent Effectiveness

Customers and employees should have access to the same knowledge. When your customers train your FAQs, your employees see the knowledge that your customers demand. This enables agents to close more tickets more quickly.

“We were able to determine that Fusion was the best way that we could engage our customers by delivering information faster.”

John Paul Sherman
Enterprise Search and Findability Manager
Red Hat

 

Gartner Report: Governance and Best Practices for Chatbot Development

How to avoid poor-performing and overlapping chatbot solutions and reduce the risk of failure when sourcing your chatbots from external providers,

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Turn Chatbots into Conversationalists

Analytics

Provide a steady stream of information that is valuable outside the contact center. Report and analyze those signals for business intelligence.

Low-Code UI

Empower front-line workers with applied machine learning, without needing to build models and know Python.

Search Relevancy

Improve search results quality with both manual business rules and AI-powered self-learning.

Chatbot Integration

Chatbots are ideal for helping customers answer their own questions. Agents can use the same technology to learn about the same topics. Learn more…

Call Deflection

Improve self-service success so customers don’t have to pick up the phone. They’ll thank you for it.

Recommendations

Analyze contact center interactions to recommend the best answer to common questions and problems.

Smart Answers

Smart Answers extends the functionality of chatbots and virtual assistants with deep learning. Businesses can better serve their customers and employees by giving them fast answers to their product and support questions.

Learn More About Smart Answers

Bring Customers and Agents Closer Than Ever

Personalize customer service experiences with Lucidworks so agents can focus on the customer, in the moment.

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