Engageware

Engageware Help

Deflect repetitive questions everywhere customers ask​

Help delivers consistent, AI-powered answers that deflect routine questions before they reach your team. Customers get immediate help. Your agents focus on complex issues that require human judgment. 

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What it does

Reduce volume, improve satisfaction, scale support​

Deflect routine questions​

Customers find answers instantly without contacting support. Website search, mobile app, & online banking are all powered by one knowledge base. Reduce ticket volume while maintaining service quality.

Track what's working

See which articles resolve issues, which need improvement, and where content gaps exist. Analytics show answer rates, search performance, and customer satisfaction by channel. Optimize based on real usage data.

Unified knowledge base

One content source powers both search and chat. Customers get identical answers across website, mobile, banking, or virtual assistant. Update once, deploy everywhere. No duplicate content.

Seamless escalation from search to support

Can’t find an answer? One click turns search into a support ticket. Customer questions become cases automatically with full search history attached. Your team sees what was tried before the escalation.

The Problem

Your Customers expect instant answers 24/7

Your team handles hundreds of repetitive questions daily. Agents waste time answering the same things. Customers wait in queues for routine information.​

Self-service attempts fail because search doesn't work. Everyone's frustrated.​

The Solution

Help reduces ticket volume by deflecting routine questions automatically.

Customers get instant, accurate answers. Agents handle complex issues that require expertise. Support costs drop while satisfaction improves.

Smart Handoffs

Your content. Made conversational

Help uses your existing knowledge base to answer customer questions. It only pulls from your approved content. No hallucinations, no going off-script. Every answer links back to the source article for complete transparency. Our managed services team handles the setup and optimization, so you focus on your business.

Use cases

Built for regulated industries

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Account setup guidance

Customers set up bill pay, enroll in paperless statements, and manage preferences through guided search. Step-by-step instructions for checking accounts, loans, and banking services. Transactional guidance, not just FAQs.

Reduces call volume

Customers find answers about lost cards, wire transfers, balances, and hours instantly. Website, mobile, and online banking search deflect routine questions automatically. Your team handles fraud alerts and complex issues requiring expertise.

Scale without headcount

Handle seasonal spikes and product launches without hiring. Self-service scales infinitely as customer base grows. New content deploys instantly across channels. Support costs stay flat while transaction volume increases.

FAQs

Frequently asked questions

Is this compliant for use in regulated industries?

Yes. It was built specifically for regulated industries. All responses are sourced and auditable. Our managed services team has deep expertise in financial services regulations and compliance requirements. Every answer can be traced back to approved content.

Customer conversations stay within your security protocols. Help integrates with your existing systems and follows your data governance policies. No customer information is used to train the AI models.

Our managed services team helps. We’ll audit your existing knowledge base, identify gaps, and work with you to structure content for optimal AI performance. Most customers go live within weeks.

Yes. Help tracks conversation context and understands intent even when questions are phrased casually.