Use Case: How Webroot Leverages noHold Artificial Intelligence
October 27 2016 - 9:00AM
Business Wire
Recently, noHold had the opportunity to interview Webroot’s
Knowledgebase Manager, Anna. Webroot, a leader in Internet
Security, has been a long standing customer of noHold, and Anna has
been managing the Virtual Assistant (VA) for almost three years
now. Through that work she has gained lots of hands on experience
with the VA, and learned best practices to getting the most out of
it.
This interview asks Anna a handful of questions regarding how
Webroot utilizes their VA, ranging from how often the VA is updated
to which reports and data are most beneficial. Here are a couple of
the key takeaways from the interview.
- “The VA is a huge asset for the support
team and we try to utilize it to the best advantage. When any
customer goes to our support pages on our website, the first thing
they see is a list of links to the most commonly used solutions in
the knowledgebase, as well as a search box to access the VA
directly.”
- “[It] has been a huge help for our
growing market in Japan.”
- “It helps me identify whether we have a
true knowledge gap that calls for new content, or if I need to work
with the support team directly to help users find what they need
more efficiently.”
- “Take some time to learn the back end
of the VA before you start building out live content. It’s a fairly
straightforward management structure, but there are little things
here and there you can only pick up by fiddling with the system,
and those are what really help make the VA what you need it to
be.”
To read the full interview with Anna, click here.
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, Intel
and a host of industry leaders. More information can be found at
http://www.nohold.com or subscribe to noHold’s vlog to hear more
from CEO, Diego Ventura.
All other product and service names are the property of their
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noHold, Inc.Veronica Cech, 408-946-9200 ext. 356Marketing
Associatevcech@nohold.com