What is CallGuide Answer?

CallGuide Answer is an advanced knowledge base. An intelligent web based cloud service for questions and answers in various languages. The features facilitate for various user groups.

• Contact centre agents who are to provide prompt and correct answers.
• Web site visitors saving time by finding answers themselves.
• Organisations requiring internal FAQs, with links to support systems, documents, films, etc.
• Support units requiring supplementary questions that may lead to different answers.
• Administrator who will get direct feedback from users as well as Statistics for utilization.

CallGuide Answer is also self-learning, finding the most relevant answers faster and faster. An analysis is made e.g. by the words and phrases used for search and the type of questions made from a specific web page.

Included in CallGuide Answer

In the smart FAQ package you find a range of tools.

1. An interface for web integration. See The web visitor's view.
2. An agent portal. SeeThe agent's view.
3. An administration and editor tool. See Log in as administrator or editor.

Starting to work as an administrator or editor you will gain from getting acquainted with some terms, as seen in Functions for guides – alphabetically.

To use the smart FAQ in CallGuide Agent and Edge Agent you need to make some settings in CallGuide Admin. See CallGuide Answer portals and CallGuide Agent default settings

If your organisation uses more than one portal, the agent can select which one to search in, at the top of the embedded Answer view in the agent application.