When no Answer is Found

IntelliResponse is designed to deliver one right answer 85% - 90% of the time typically. The remaining 10% - 15% of questions are "one-off" questions. If IntelliResponse cannot find an answer, the following occurs:

• These unanswered questions are captured and reported, and used as the foundation to improve the knowledge base with new content.
• The visitor is encouraged to re-phrase their question more clearly.
• The user can email the question for a future response.

Optional - more sophisticated approach. This depends on the escalation strategy that is deployed by the company. There are 3 primary alternatives:

• Offer escalation to a live agent, either click-to-call or chat.

Let visitors have the option to try the same question in the Search on their website. If this option is chosen, then the IR integration can ensure that the question/keywords are pre-populated into search so the visitor doesn't have to re-type.