Introducing Dynamic FAQs

DigiDesk’s Integrated FAQs Software Provides Advanced Online Self-Service and Contact Deflection Options

Integrated FAQs Software

DigiDesk’s integrated FAQs Software has been developed to encourage self-service, with an intelligent support option, and a host of powerful features.

Intelligent Self-Service

DigiDesk AI can predict user queries based on contextually mapping web page content. Website visitors are then presented with a list of relevant help articles, without ever having to leave their current page.

Smart Search Engine

An intelligent search function is available, based on (partial) keywords, with phonetic matching and managed plurals / extensions. The returned results can then be prioritised based on tags, titles, content and keywords.

Self-Learning AI

DigiDesk has self-learning capabilities, designed to help improve the help articles that are presented to users by referencing the volume of page views and article ratings. It can also help fill ‘gaps’ by reporting missed search terms.

Integrated Agent Routing

If the dynamic FAQs are not able to resolve the query, users can be directed into the full DigiDesk platform via voice, email, live chat and other messaging channels. The FAQs ‘journey’ is presented to the agent on answer

Real-Time Insight

DigiDesk has a range of real-time widgets and reports, showing the number of visitors, which articles are being viewed, customer-driven article ratings and the search terms being entered, with advanced text analytics.

Responsive Design

Our online FAQs software can be fully customised, with self-care configuration of designs, colours and fonts. Self-management of all articles and content. And the FAQs window is fully optimised for both desktop and mobile devices.