| Cognitive intercept is a new method for IT support sites to improve discoverability of top solutions, resulting in more end users helping themselves and deflecting calls to support personnel. Cognitive intercept leverages many traditional chatbot technologies on the backend but does not use a standalone chatbot UI; instead, the cognitive capabilities are inserted on demand in another interface (e.g., search). This effectively manages user expectations by promising only the base solution (e.g., search functionality) should no cognitive solution exist, but delighting those same users by offering a high-confidence cognitive solution directly in the search flow. Another benefit is cognitive intercept can gracefully ramp up over time as training improves, which is not possible with traditional chatbots. This presentation will review cognitive intercept as pertains to search, and how it extends to an additional domain (live agent chat). Evidence that it helps users and lowers help desk volumes will be discussed. |
Jon Temple
Claude Elie
Lisa Schenkewitz