The future of customer self-service is here with Ozmo Conversational Support, an AI virtual assistant designed to elevate the self-serve experience. As part of Ozmo Self Serve, this innovative feature empowers users to resolve complex device and app issues independently, without needing to contact support. By combining the power of generative AI with authoritative content, Ozmo Conversational Support delivers quick, reliable answers, increasing call deflection and enhancing customer satisfaction in today’s fast-paced digital world.
Why conversational support matters
AI-powered virtual assistants are reigniting consumer interest in self-serve solutions across various industries, with tech support remaining a top priority. Emerging AI technologies are enabling users to interact with virtual assistants that feel far more “human-like” and effective than earlier workflow-driven chatbots.
This shift is boosting consumer sentiment around AI virtual assistants, leading to higher satisfaction rates during interactions. As AI-powered assistants continue to improve, users are finding it easier to resolve their issues independently.
From a business standpoint, this leads to significant support cost savings. When consumers can efficiently resolve simpler issues on their own, it increases call deflection, allowing assisted support teams to focus on more complex problems that require human expertise.
Key features of Ozmo Conversational Support
Ozmo’s conversational support solution provides several key features that distinguish it from more generalized virtual assistants.
Authoritative, expert-backed solutions
Conversational Support is built upon Ozmo’s foundation of authoritative answers. These expert-backed solutions address the tech support problems consumers face, providing reliable and accurate responses. The answers are at the core of Ozmo’s vast content library, which has been expanded to include a wide range of industry-approved and OEM-provided content. This expansion allows for both depth and breadth in the answers provided, all driven by Ozmo’s expertise in self-serve tech support solutions.
Rich media access to interactive tutorials
In addition to authoritative answers, Ozmo Conversational Support offers rich media access to Ozmo’s interactive tutorials. Consumers not only receive summarized answers from these tutorials but can also explore them more deeply, with the full interactive experience that includes detailed device imagery. This allows customers to dive into the solutions with visual context, enhancing their understanding and satisfaction.
Tailored content for each customer’s portal
Conversational Support uses the same base of content as Ozmo’s traditional search and browse experience available in its turn-key hosted portal. The virtual assistant tailors its responses to the specific device and app content available within the portal, including any customized content unique to each customer’s library. This customization ensures that the conversation experience is aligned with the specific content tailored to each customer’s portal.
Benefits for companies
Ozmo Conversational Support provides significant advantages for companies by streamlining customer interactions, reducing operational costs and improving agent efficiency.
Call deflection and cost savings
The primary benefit of AI-powered virtual assistants is call deflection. By offering a natural language experience, your customers can solve their problems independently. Ozmo’s Conversational Support is designed with ease of use in mind, allowing users to articulate their issues and receive curated solutions efficiently.
Improved call deflection leads to direct cost savings for businesses. With AI handling simpler issues, fewer support agents are needed for routine problems. For example, straightforward questions like “how do I turn on airplane mode on my iPhone?” can be easily solved through conversational support, reducing the workload on call centers.
Agent efficiency for complex issues
Ozmo Conversational Support allows agents to focus on more complex, high-value support problems that require human expertise. By offloading simpler inquiries to AI, agents can dedicate their time to solving intricate issues, leading to more efficient use of resources and cost-effective support operations.
Benefits for consumers
The benefits of AI-powered virtual assistants for consumers are emerging in market data. Consumers have a growing positive sentiment around conversational support, driving a renewed desire to self-serve. Ozmo’s AI-powered conversational support has the ability to understand natural language interactions and respond with a vast knowledge base of information. Ozmo’s comprehensive support platform, and conversational support solution specifically, are well-positioned to provide customers with self-serve opportunities across all digital channels, anytime, anywhere.
Transforming customer support with conversational AI
Ozmo's Conversational Support reinforces the company’s commitment to empowering customers with tools for effective self-serve problem solving. By leveraging the latest technologies and authoritative answers from its extensive content library, Ozmo continues to deliver clear value to both businesses and consumers. This feature is the latest demonstration of Ozmo's dedication to transforming customer service through its leading tech support platform.
Ready to enhance your customer self-service with AI? Connect with our experts today to explore how our platform can transform your support strategy.
