Far too often in today’s business world, potential customers hear about a product, get excited about it, go online to learn more, and get stuck. They encounter a “digital front door” that doesn’t let them in.
Knowbl is committed to fixing that problem with a revolutionary AI customer engagement platform that gives potential customers automated self-service options that can create excitement in their journey. Knowbl empowers real-time automated virtual brand assistants that reduce customer effort in getting things done. Essentially, it makes sure the digital front door is wide open 24/7, 365 days a year.
“Most companies focus their energy on those parts of the experience where customers are buying a product, using it, or re-engaging with the company,” explains Jay Wolcott, CEO of Knowbl. “They gloss over the initial phases of the journey — discovery and consideration — where first impressions are made. Those initial phases, which significantly inform the ‘buy’ phase and beyond, are often broken.”
Wolcott is the former founder and CEO of Digital Roots, an enterprise SaaS product that unleashed AI for social media monitoring and engagement, where he observed the pain points firsthand in legacy virtual assistant experiences and delivery efforts. Since that experience, Wolcott has assembled a team of experts in the customer journey, machine learning, artificial intelligence, and natural language processing to tackle a new challenge that can leverage large language models (LLMs).
“We identified an overabundance of information in the digital-first marketplace as the problem and set out to create a solution,” Wolcott explains. “We knew most companies had plenty of helpful information that would be valuable to potential customers, but the problem was providing a way for the information to be fully accessible and knowable by customers. That’s where Knowbl comes in.”
Building a better customer experience
The dysfunction in the discovery phase of the customer experience flows from a number of issues. In many cases, the web or mobile site experience is subpar, leaving visitors confused and frustrated. When customers do get access to FAQs or knowledge bases, they often find information that is outdated or focused on the wrong content. Underperforming chatbots that aren’t equipped to guide visitors through the discovery process are another common problem.
“When these factors come together, they break a brand’s customer experience journey,” Wolcott warns. “They derail the journey because they inhibit — if not fully prevent — the fluid and intuitive self-service experience customers crave.”
To make matters worse, many brands are clueless as to how this issue is affecting their customer interactions. A recent report shows that 15 percent of consumers say they are satisfied with the self-service brand websites provide. When the brands were asked, 53 percent said they believed their customers were very satisfied, revealing a dangerous disconnect.
Knowbl paves the potholes on the customer experience journey by leveraging the latest advancements in artificial intelligence and machine learning to drive conversational and contextual self-service.
“We have created an approach that provides brands speed, ease, and scalability of self-service intelligence,” Wolcott explains. “We derive the intelligence from the real source of truth — the brand’s current content. Knowbl’s platform significantly drives down operational costs while simultaneously improving the customer experience and revenue. It’s quickly becoming the next-gen of a conversational commerce era.”
Transforming the customer experience with BrandGPT
At the heart of Knowbl’s platform is a proprietary AI engine that brings the type of power and functionality ChatGPT introduced to the world, without the risks. With Knowbl, users get BrandGPT, a virtual AI customer service assistant, built for enterprise scale. It takes an organization’s existing content, both structured and unstructured, and automatically conversationalizes it.
Once the data source is processed, the Knowbl Concierge is ready to interact with customers, providing intelligent responses that add clarity to the customer journey. Knowbl is able to carry on an unlimited number of conversations simultaneously, so no customer looking for guidance ever needs to experience a wait time.
“It’s an incredibly simple way to add AI customer support to a growing business,” says Wolcott. “At the same time, it is an enterprise solution that can be integrated into a pre-existing infrastructure, powering custom tools with customer-centric conversational AI.”
Five Fortune 300 companies have already signed on with Knowbl, including a major automotive company and a major home improvement retailer.
Guiding consumers from consideration to conversion
Knowbl covers the complete customer experience journey, from consideration to conversion and beyond. It always knows where to find answers, which means consumers can get all the clarity they need. Once the sale is made, Knowbl is there to provide care with customer support that is truly helpful.
“Knowbl is a tool any organization can use to reshape the customer journey in a way that produces tangible results,” Wolcott says. “Bringing Knowbl on board allows you to save time, save money, make days, and make money. It converts lost visitors into happy, educated, empowered customers, all on autopilot.”