Why 100% Answer Rate is not Possible nor Desirable
IntelliResponse is designed and optimized to answer the most common informational queries. A knowledgebase of about 150-300 answers will answer less than 85% of all questions. The remaining 15% of questions that are asked infrequently are "one-offs", or are not relevant. A well defined escalation strategy will define what escalation will occur if there isn't an answer - to search, email or contact an agent.