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iService stores the Knowledge Base articles your agents use and publishes them to a branded customer portal. Customers search for answers before submitting a question. A customized chatbot uses your data, including Knowledge Base search results and content from linked OpenAI vector stores. Customers can subscribe to articles and receive update notifications.
Agents answer the same product and account questions every week.
iService gives customers a searchable Knowledge Base for repeat product and account questions. Customers find answers in the branded portal without waiting for an agent. Your agents spend their time on questions that need a response.
Inbound volume concentrated in a small set of recurring questions.
Knowledge Base Self-help fits teams that answer the same product and account questions repeatedly. Your customers can reach those answers themselves in the portal instead of asking an agent each time.
One article store serves customer self-service and agent answers.
iService stores the Knowledge Base articles your agents answer from and publishes the same articles to customer self-service. You can define article properties, such as Review On, and include those columns in the Knowledge Base article list. Customers search the articles in the portal, then submit a question only when no article answers it.
A customer looks for an answer before submitting a question.
A customer opens the portal and searches the Knowledge Base for an account question. An article answers the question, so the customer does not submit a request. Later, the article changes. The customer receives an update notification because they subscribed to it. When a search does not answer a question, the customer submits that question from the portal.
Customer self-service and agent answers use the same approved wording.
iService embeds every Knowledge Base article in its vector store. Natural-language search finds articles by vector similarity, not only exact words. The chatbot can load Knowledge Base search results and content from additional linked OpenAI vector stores.
Published articles go stale when maintaining them is duplicated work.
Your agents control article updates and can see each article’s subscribers. Private topics and private articles in public topics remain visible only to your agents. You decide which articles customers can reach and which knowledge stays inside the service team.
Request a demo to see a customer search the Knowledge Base, subscribe to an article, and receive chatbot answers grounded in your data.