for Customer Service

Discovery can transform customer service by delivering fast, accurate, and personalized support experiences. It uses natural language processing and machine learning to understand customer queries, even when phrased conversationally or with errors. Discovery can also generate precise answers with generative AI and assist agents by surfacing the most relevant knowledge base content or past case data. This reduces resolution times, deflects repetitive queries and boosts customer satisfaction — all while providing valuable insights that help teams continuously optimize their support content and strategies

Intelligent Self-Service & Case Deflection: Discovery’s AI-powered search transforms self-service into a high-performing support channel by delivering instant, accurate answers from knowledge bases and FAQs. Features like type-ahead suggestions, natural language processing (NLP), and generative AI-powered question answering help customers solve their issues without ever contacting support. This reduces frustration, boosts customer satisfaction, and cuts support costs by deflecting unnecessary cases.

Semantic Search: With semantic search, Discovery understands customer queries in plain language — even if phrased imperfectly. This allows customers to describe their issues naturally, while the system interprets intent and retrieves the most relevant information. It minimizes dead ends and ensures users quickly find helpful resources, whether they’re searching a knowledge base or a help centre.

Generative AI for Real-Time Answers: Discovery enhances customer service by generating precise, context-aware answers directly from support documentation. Instead of just retrieving articles, the AI synthesizes information, delivering targeted responses. This capability can be extended across all service touchpoints — from chatbots to in-product help — to keep customers informed and empowered without waiting for an agent.

Agent Assist & Knowledge Acceleration: AI search isn’t just for customers — it assists support agents, too. By surfacing the most relevant internal documents, process guides, and historical tickets, agents resolve cases faster and more accurately. Role-based access ensures teams see the most pertinent information, while smart snippets pull the most relevant passages, streamlining workflows and reducing handling times.

Analytics-Driven Support Optimization: Discovery collects valuable data on what customers are searching for, what they find (or don’t) and how effectively content solves issues. These insights help customer service teams identify content gaps, refine documentation, and proactively improve self-service resources — leading to continuous optimization of the entire support ecosystem.