Enhancing the Customer Experience for a Leading Security Software Company
May 26, 2016, MILPITAS, CA –noHold developed a connector that allows a Virtual Assistant to leverage content that is stored in Oracle's knowledge base.
One of the world’s largest dedicated security technology companies, and long-standing customer of noHold, has implemented this type of connector to continue to provide their customers with a world-class customer support experience, without having to transfer existing content to a new knowledge platform.
This security software company needed a way to keep their content in its current location (Oracle), improve the quality of the Virtual Assistant's solutions (embedding the solutions within one interface), and still maintain the diagnostic and intuitive aspect that the Virtual Assistant is known for. Before the connector was in place, the Virtual Assistant answered users’ questions with links directing out to relevant articles hosted on Oracle's site. Now, with the connector, the Virtual Assistant can pull content from Oracle's knowledge base, and display it directly on the Virtual Assistant interface.
This integration has proven beneficial for multiple reasons:
- Avoid content duplication - eliminates the need to maintain same content in different repositories.
- Ability to track performance metrics - Metrics captured with the Virtual Assistant can be used to improve content quality in Oracle's knowledge base.
- Single Point of Search - provides a seamless experience for users.
“Single Point of Search is strategic to providing a consistent end user experience even if content resides in different repositories. In the future, Virtual Assistants will be connected with almost anything we can think of, from repositories of information, to multiple devices, to other Virtual Assistants.” -Diego Ventura, CEO of noHold.
About noHold, Inc.
noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based Self-service solutions with a mission to deliver real answers to real questions – real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer support into cognitive customer interactions. noHold customers include Cisco, Dell and a host of industry leaders. More information can be found at http://www.nohold.com or click here to subscribe to Diego’s vlog.
408.946.9200 ext. 356All other product and service names are the property of their respective owners.