Yext’s Support Answers Platform

To improve the problem-solving process for customers and customer service representatives, Yext introduced Support Answers. The company offers an AI-powered Answers Platform that understands natural language so that when people ask questions about a business online, they get direct answers – not links.

The market launch came at a time when more and more people started to look for answers on their own on the Internet but couldn’t find the right solutions to their problems. According to Gartner, for instance, around 70% of all customers use self-service tools, but only 9% can use these highly automated channels to completely resolve their problems. As a result, many of them end up turning to live support, which certainly creates additional costs for the company and increases the time it takes to resolve problems for the already frustrated customers.

Yext’s AI-based solutions, which are specifically tailored for a range of customer service scenarios, understand the intent behind customers’ questions and provide direct answers by referring, for instance, to the company’s FAQs, product manuals, or help articles.

By providing a comprehensive self-service solution, Yext streamlines the problem-solving process not only for the customers looking for information on a company’s website, but also for the customer service staff looking for information on internal portals as they guide customers through the troubleshooting process.

Yext Support Answers includes the following solutions:

• Help page search: Companies can now implement Yext’s advanced natural language processing (NLP) on their help page, so that when customers search via the search bar, they immediately receive answers based on the company’s FAQs, guides, tutorials, videos, e-books, product manuals and more – without even having to contact customer support once. Various algorithms, including “extractive question answering” and semantic text search, enable the best result to be presented instead of a listing of hyperlinks.
  
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