2023年5月，Answers 進入封閉測試，並迅速成為超過2,200家公司古魯體驗中不可或缺的一部分。 儘管不到幾個月的時間，客戶們仍不停地告訴我們，Answers 如何幫助他們的團隊和公司。

Two standout examples of organizations harnessing the power of Answers and 企業搜索 to enhance their efficiency are 分公司 and Thinkific. Although both companies operate in different industries, they share a common commitment to streamlining their operations and enabling their teams to focus on what truly matters — providing stellar customer service.

Branch: Revolutionizing the insurance industry

Branch is on a mission to innovate an industry that has lost its way. One of the core principles at Branch is “automate it,” encouraging employees to prioritize efficiency so they can spend more time on meaningful work. As such, Kendall Sipp-Paris, a Sales & Support Effectiveness Lead, is hyper-focused on uncovering ways to reduce the number of repetitive questions asked by the agents that support Branch’s members.  

The challenge: Prevent repeat questions in Slack

“There’s a massive ripple effect when an agent can’t find an answer,” says Kendall. “Some of them feel comfortable coming to me and checking, but other times they are asking their leaders who need to focus on other responsibilities. Ultimately, they resort to our help desk Slack channel, inundating it with questions. Often, the resources exist but they just can’t find them.

The outcome: 30% reduction in repeat questions in just 3 months

Since implementing Guru last August, Branch agents who use Guru have reduced their help desk channel inquiries by 50%, a big win for Kendall. The recent addition of Answers has improved the situation even more—after only three months of using Answers, Branch has seen an additional 30% reduction in the number of training questions asked. (Branch defines training questions as ones that could be answered by existing documentation). Eli Logan, Director of Sales & Member Support Effectiveness, remarks, “That tells me right there that people are finding answers more easily and not having to ask for help.” Thus far, Branch agents are using Answers multiple times every day to answer internal questions.

“For me, the biggest win with Answers is not just that it gives you a fast response, but that the information is more accessible,” says Kendall. “As a content creator, it’s challenging to predict the keywords people will use to search for information. Answers gives agents the flexibility to phrase a question in whatever way their brain works while still receiving a consistent and accurate answer.

Excitement for the future of Answers

Eli added, “A lot of the time when an agent asks a question in Slack, we answer their question and then direct them to where they can self-serve that answer, and Guru is the place we point them every time. With Answers now in Slack, Kendall and Eli are excited for the growing potential of 企業搜索 to improve their team's consistency and efficiency, ultimately elevating both their agents’ and members’ experience.

Thinkific: Elevating customer support

Thinkific, an all-in-one online education platform, prides itself on world-class customer service. Their support agents, fondly referred to as "customer champions," play a pivotal role in delivering an exceptional customer experience. 過去幾個月來，Thinkific 團隊一直在探索其現有技術堆棧中可用的 AI 功能，以揭示其客戶冠軍潛在的效率提升。

挑戰：降低團隊需要搜索的地方數量

Guru 充當所有 Thinkific 內部文檔的中央存儲庫，而 Zendesk 充當其外部知識庫。 當 Ariana 發現 Answers 能夠從多個來源的信息中生成回應時，她急於測試其性能。 "對我們的冠軍來說，在 Zendesk 和 Guru 中進行獨立搜索效率低下，" Ariana 說。 "Answers 能夠從不同來源整合信息，創建回應並提供這些來源的鏈接，這都是非常寶貴的。

當 Thinkific 團隊獲得 Answers 的訪問權限時，Ariana進行了一項測試，以查看它是否能幫助團隊成員比以前更快地查找信息。 她讓一組新員工尋找一個經常由客戶問及但很難找到信息的問題的答案，因為這個問題可以有多種方式提出。 “通常，當這個問題出現時，團隊成員很難找到正確的信息，必須在不同來源中尋找答案。 他們通常會求助於同事，” Ariana 說。

結果：搜索所花時間顯著減少

在測試中，新員工首先嘗試使用 Guru 的標準搜索，然後嘗試使用 Answers。 結果令人矚目。 當使用 Answers 時，完全消除了閱讀多篇文章以查找正確來源的麻煩。 他們能夠在幾秒鐘內找到並準確回答。 "Answers 能夠第一次嘗試準確定位正確來源，因此大幅減少了閱讀可能與主題無關的信息所花費的時間。” Ariana 說。 Thinkific 的團隊已使用 Answers 回答了內部超過 10,000 個問題。

更快的答案，更好的結果

Answers 已賦予像 Branch 和 Thinkific 這樣的公司加快其團隊運營效率的能力，使他們的團隊能夠以最合乎情理的語言進行更少次數的搜索。 通過減少重複查詢，提供快速和準確的回應，以及優化信息檢索，Answers 已成為提高速度、員工和客戶體驗的無價工具。