The COVID-19 pandemic has forced companies to support far more customers and employees through digital channels than ever before. Many are turning to chatbots to help meet increasing demand, but traditional rules-based approaches can’t keep up. Our new Smart Answers add-on to Lucidworks Fusion makes existing chatbots and virtual assistants more intelligent and more valuable to the people you serve.

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SPEAKER NAME
SPEAKER TITLE
Smart Answers for
Employee and Customer
Support After COVID-19
June 03, 2020
Steven Mierop, Senior Solutions Engineer
Radu Miclaus, Director Product, AI and Cloud

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Today’s Speakers
Radu Miclaus
Director of Product, AI and Cloud
Steven Mierop
Senior Solutions Engineer

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Agenda
■ Current challenges and opportunities
■ Use cases and benefits
■ Smart Answers solution overview
■ Customer care demo

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“31% of CIOs have already deployed
or are in short-term planning to
deploy conversational platforms, up
from 21% from 2018.”
Gartner | JULY 2019

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“By 2025, customer service
organizations that embed AI in their
multichannel customer engagement
platform will elevate operational
efficiency by 25%.”
Gartner | JULY 2019

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In 2020, COVID19 has forced business to
go virtual
● Millions of employees now working from home
● Exposed the weaknesses in current information
discovery tools
● Created an explosion of online support requests
● Reduced the available call center/support resources

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Limitations of
traditional chatbots
■ Static, rules-driven
workflows
■ Limited domain knowledge
■ Non-contextual
■ Complex to integrate and
scale with backend systems
■ Leave users frustrated and
without answers

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✓Immediate, contextual answers to
natural language questions
✓Improves self-service customer
support and call deflection
✓ Aids agent effectiveness
✓Enables employee self-service
✓May replace static,
customer-facing
knowledge
base systems
SMART ANSWERS ON LUCIDWORKS FUSION
An advanced deep learning add-on for chatbots and virtual
assistants

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CUSTOMER SUPPORT
■ CALL CENTERS: IMPROVES
AGENT EFFECTIVENESS WITH
FAST ANSWERS &
RECOMMENDATIONS
■ SELF-SERVICE PORTALS: MAKE
CHATBOT SUPPORT SESSIONS
MORE INTERACTIVE FOR
HIGHER RESOLUTION RATES
■ DEFLECT MORE CALLS: FREE
SUPPORT TEAM TO FOCUS ON
THE HARDER PROBLEMS

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ECOMMERCE
PRODUCT
DISCOVERY
■ SELF-SERVICE ANSWERS
AT POINT OF SALE
IMPROVE CLICK-
THROUGH RATES
■ EASIER PRODUCT
DISCOVERY IMPROVES
ADD-TO-CART RATES
■ SHOPPER SATISFACTION
INCREASES AVERAGE
ORDER VALUE AND
RETURN VISITS

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EMPLOYEE HELP DESK
SELF-SERVICE
■ 1ST TIME REMOTE WORKERS:
HELP THEM FIND WHAT THEY
NEED FROM AFAR
■ DIGITAL ASSISTANTS &
CHATBOTS DEFLECT
HELPDESK TICKETS
■ PERSONALIZED ANSWERS
OFFLOAD TRANSITIONAL
QUESTIONS ON HR, TRAVEL,
AND EXPENSE REPORTING
POLICIES

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Smart Answers Demo

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CUSTOMER CARE
“How well customers are taken
care of while they interact with a
brand.”
- Forbes

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Multichannel Customer Experience

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Demo

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About Databak
• Data Backup and Recovery
• Overloaded Call Centers
• High Customer Support Cost
• Inflexible Legacy Search Application
CASE STUDY

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Smart Answers Differentiators
Smart Answers comes with connected resources for fast time to value
Robust ML &
deep learning
Interpret user intent and
deliver relevant results.
Cold-start method for when
there are no existing FAQ
docs.
Scalable
enterprise search
Fusion’s index and query
pipelines reduce the long-term
burden of managing and scaling
backend systems.
Pluggable API
framework
Easily integrate Smart
Answers with existing chatbot
frameworks and knowledge
bases to build and scale faster.
Low-code model
training
Allows users without data
science expertise to train
and deploy ML models.

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Smart Answers with existing curated FAQs
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Model Training Model Publishing Model Serving
DOCUMENTS
SEARCH
COLLECTION
SEARCHUI
INDEX PIPELINE QUERY PIPELINE
Model
Upload to Fusion Store
Model Callable from Index
and Query Pipelines
Offline Training:
Deep Learning Word Vector Model loaded to
Container and Job Execution
Chatbot
framework
Capture User feedback as signals
& use to retrain the model
FAQ Documents
(Q/A Pairs)
Input Output
Rank By Fusion
Optimized Query
Pipeline
Model Train Job

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FAQ Training Job

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Pipeline Stages for Smart Answers

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Scalable & intelligent chatbots w/ Smart Answers
Smart Answers speeds time-to-value with deep learning and semantic search

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Google Dialogflow Integration example
Configure Voice-Assisted Search

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Learn More
Read the blogs:
The Technology Behind Effective Self-Service
https://lucidworks.com/post/technology-behind-effective-self-service/
When In-Person Shopping Isn’t an Option
https://lucidworks.com/post/actionable-ecommerce-metrics/
Contact us: https://lucidworks.com/contact/
Check out these resources to learn more about Smart Answers

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Questions & Answers

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