Good day Oracle Policy Modellers!
Does anyone have any experience of this?
As part of our B2C, we have a large user-facing knowledgebase, with a huge library of technotes. Users self-help by viewing its content.
In an ideal world, if they are unable to find suitable content, they complete a “Submit-A-Question” (Oracle Policy Modelling interview.) The outcome of this is an incident created in our B2C service for back-end handling by an engineer. We have used this setup successfully, for some time.
We are looking to see if data collected at the interview could be fed into knowledgebase BEFORE submission to B2C. This would help as follows:
- Create a better user experience by displaying a number of suggestions immediately rather than wating for the back-end team to respond.
- Reduce the number of support incidents created, hence ease the burden on the back-end team.
Does anyone have any experience?
Thanks in advance!