AI-powered tools like self-serve virtual assistants and agent support workflows are evolving rapidly, becoming more advanced and nuanced. Ensuring these tools provide accurate and relevant answers presents its own set of challenges. For tech support answers, Ozmo’s Answers API provides a solution that enhances AI-powered virtual assistants and other complex support tools by seamlessly integrating verified content. This relieves the burden of maintaining an accurate technical support knowledge base from large language models (LLMs).
What is Ozmo Answers API?
The Ozmo Answers API is a next-generation API platform for providing all of Ozmo’s authoritative answer library in a modern framework compatible with all major programming platforms. It provides multiple methods of finding and rendering Ozmo’s interactive answers experience across various channels. The highlight is the natural language search, which allows for a more direct pass-thru of a consumer-facing “what is your problem” input. Ozmo handles the challenges of disambiguation and inferred context, and returns the best matching answers.
Answers are returned for rendering in various forms, including a traditional URL for direct user linking, rich media scripting for direct embedding into existing user experiences or a summarized text form that can be used in a more conversational or integrated voice response (IVR) experience.
How it works
Here's a step-by-step process for how the Answers API works:
- A natural language query and context are passed to Ozmo
- Text embeddings are extracted from the query’s context
- Semantic and vector search is conducted within Ozmo’s curated answer library
- The best available answers are formatted, summarized and returned
- The validated answer is seamlessly rendered across platforms like agent workspaces, virtual assistants or advanced search tools
Why Ozmo Answers API?
The Ozmo Answers API allows self-serve and assisted support tool creators to offload the burden of finding, verifying and maintaining an authoritative source of tech support answers to Ozmo. Ozmo’s flexible API platform provides multiple ways to find the right answers and deliver them seamlessly to end users across various experiences. Key features include:
- Trusted tech support solutions: Answers verified for accuracy and relevance, tailored for AI-powered tools.
- Mitigating hallucinations: By allowing Ozmo to manage the authoritative tech support answer library instead of including it in your LLM directly, Answers API reduces the risks of creating an overly diversified LLM, leading to hallucinations or “made up” answers.
- Cutting-edge technology: Ozmo’s natural language search offers a simple method of connecting end-user queries to accurate and relevant answers, without complicated disambiguation or brittle search term extraction algorithms.
- Versatility: Provide users access to answers in various forms, enhancing integration flexibility.
By relying on Ozmo for all tech support content needs, organizations can focus their efforts on addressing the broader challenges of delivering AI-powered user experiences for both consumers and agents. This approach significantly reduces the burden on development teams in scenarios where tech support answers are a critical component of their value.
Streamline tech support with Ozmo’s next-generation Answers API
The Ozmo Answers API offers a modern, standardized solution for finding and delivering authoritative and interactive answers to tech support questions, supporting both self-serve and assisted experiences. By integrating the Answers API into AI-powered support tools, organizations can reduce the cost of managing and delivering accurate answers to customers and agents across multiple channels. With its advanced natural language search, the API simplifies the process of connecting users to precise and relevant solutions by handling the complexities of interpreting real-world user queries.
To learn more about how Ozmo Answers API can power your tech support tools, schedule a free demo.
