CX Answers and Actions for your customers and agents

Launching our AI toolkit, CX Answers and Actions, over the year. CX Answers is available now, and CX Actions will follow soon to expand possibilities.

In October, we introduced exclusive access to CX Answers, the no-code AI-powered search engine designed to help you find information anywhere in your enterprise, wherever you need it.

So we spent the last two months testing an early version of the feature on an invite-only basis. 

‍Today, we are excited to announce that CX Answers is now available to everyone.

CX Answers: Instant and accurate information at your fingertips

When we chat with CX leaders and agents, we hear an all too common frustration: “Dealing with scattered apps and information just makes finding information a slow, frustrating process for both me and the customers.”

Imagine a world where you can retrieve accurate information from any data source within your organization in a matter of seconds—so you can improve your FCR, AHT, and CSAT rates. A single solution for agents and customers to access the information wherever they need it. 

• Unify data access. Connect all your knowledge base systems and CRMs—from Salesforce to Confluence. 
• Improve self-service and agent performance. Embed CX Answer widgets on CRMs and CCaaS for agents, or as part of your customer self-help strategy on your website.
• Personalize search results. Leverage context and variables to trigger unique experiences for different customer types, segments, or individuals.
• Transform data into actions. Paired with decision trees, ensure users always find specific steps, follow processes, take actions, and avoid CSAT killing dead-ends.
• Identify gaps and opportunities for improvement. Understand user behavior, spot what's working and what isn't, and keep refining for excellence.

Features on the horizon:

• Get precise answers. Instead of links to knowledge sources, you can generate answers to direct questions, tailored to any query or topic. 
• Access data multilingually. Store, search, and retrieve decision trees and knowledge in English, French, Italian, German, and Spanish.

Looking ahead: CX Actions

‍The CX Answers functionality is just a part of our larger plan to deliver value. We're working on a comprehensive AI CX platform to be released later this year.

• Enable more context and automation. Integrate customer data, history, support tickets, back-office systems, and workflows for two-way data transfers.
• Create custom actions. Enable Zingtree to use 3rd party apps to take actions, such as updating records, booking appointments, or sending alerts about updates. 
• And more!

How to get started 

1. Get Enterprise AI+ plan. Reach out to one of our experts, so they can enable and tailor the experience to fit your needs.
2. Connect knowledge data. Connect knowledge data into a single, code-free search solution.
3. Customize your integration. Whether it's for your agents or as a self-help option on your website, you can integrate widgets anywhere and everywhere.

FAQs

Q: What is the difference between CX Answers and CX Actions?

A: CX Answers is an AI-powered search engine that helps you find information anywhere in your enterprise. CX Actions is a forthcoming addition to CX Answers. It will offer more advanced capabilities, such as linking customer data, support tickets, and back-office systems, as well as creating custom actions in your third-party apps. It's part of our ongoing efforts to provide a comprehensive AI CX solution.

Q: How does AI enhance the search experience?

A: Advanced Large Language Models (LLMs) optimized for CX provide context-aware, precise, and meaningful results every time you search using natural language queries.

Q: How can I customize my Answers experience?

A: Zingtree allows for the design of unique CX Answers widgets tailored to specific needs, people, use cases, and placements, thereby improving efficiency and user satisfaction.

Q: How do decision trees integrate with the CX Answers function?

A: Your decision trees can be indexed and used in your search and answer results. This means that your knowledge data can be directly linked to actionable decision trees, optimizing operations and reducing decision-making time.

Q: How does CX Answers enhance the search process?

A: Much like our decision trees, Zingtree’s CX Answers accepts variables from websites, user records, and CRMs to provide extra intelligence to the search process. We seamlessly integrate with these variables to show only the necessary knowledge data to your agents, employees, and customers. (coming soon)

Q: What are the prerequisites for using CX Answers?

A: Any user can create and deploy a search solution using Zingtree’s no-code solution. You simply need access to your knowledge data and understand where and how you’d like to deploy the search. We make the rest of the process as simple as possible. No advanced technical expertise is required.

Q: How can I integrate CX Answers with my existing systems?

A: Integration is easy and we offer several methods to integrate to maximize the value and flexibility of the solution. Integration options include CRM, Agent Portal, and embedded into a website.

Q: How does our CX Answers capability differ from traditional search engines?

A: Our platform leverages advanced Large Language Models (LLMs) for smarter, context-aware searches, ensuring accuracy and relevance. CX Answers enhances call centers and customer interfaces with decision trees and customized searches, boosting your CX strategy with greater automation and efficiency.

Q: Do you provide any training or tutorials for new users?

A: Absolutely! We offer a range of tutorials, webinars, and guides. Additionally, you will be provided implementation and optimization support from Day 1 included in the Enterprise AI+ package.