InQuira (Oracle Knowledge) for Customer Support

Get the answer they need fast, the first time.Enable agents to understand the true intent of the customer’s question and guide them to the most relevant, accurate answer as quickly as possible.

  • Understand what your customers want to know
  • Identify top usage and feedback
  • Evaluate the root cause of poor customer interactions that lead to escalations
  • Measure search usage, search accuracy, and feedback
  • Monitor overall system effectiveness, performance, and accuracy
  • Improve knowledge

All while:

  • Increasing agent productivity by up to 55%
  • Decreasing escalations by up to 25%
  • Increasing first-contact resolution (FCR)
  • Decreasing time to resolution by up to 55%