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Virtual agent probes vast technical knowledge base

Kofax has introduced an AI-powered chatbot, which has transformed and elevated support for Kofax's partners and customers.

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We were impressed with the combination of Intents and Natural Language Understanding (NLU) to not only determine the product the user was looking for information about but also what kind of information they were seeking.

Mike Pilman

Director of Technical Support Operations @ Kofax

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About Kofax

Kofax is a leading supplier of intelligent automation software for digital workflow transformation.

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Fast Facts

1,600+ Employees
25,000+ Customers
31 Countries
Headquarter: USA

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Cognigy Use Case

Kofax uses the Cognigy.AI automation platform to deliver an omnichannel customer experience and an enhanced knowledge base search capability.
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Results

Improved productivity and reduced costs with 80% of queries handled without the Kofax team's intervention.

The Challenge

Kofax sells and supports a variety of enterprise software solutions used to solve business problems and opportunities.

These solutions are made up of many components and it can often be difficult for users to find the right resources for their current needs. To support the complexity of intelligent automation, Kofax explored conversational AI platforms that could deliver a quality, omnichannel and scalable chatbot experience.

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The Solution

For Kofax, the first step was figuring out what the customer or partner experience should be and what they might be looking for.

"The key to this strategy was determining the intent of the user and using that information to get them to the resources to match their current need. From that point it made sense to map out the flow of the customer journey and then build Cognigy flows to match,” said Mike Pilman, Director of Technical Support Operations. Together with the Cognigy team, Kofax formulated questions, designed journeys and started quickly. "We were impressed with the combination of Intents and Natural Language Understanding (NLU) to not only determine the product the user was looking for information about but also what kind of information they were seeking."


Calling their chatbot "Kofax Support KoBot", Kofax uses the power of Cognigy.AI as an enhanced search engine for their knowledge base.

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The Impact

Today, with the help of Cognigy’s automation platform Kofax has achieved its goal of having its Kofax Support KoBot fully operational and available in the knowledge center.

Providing self-service resources has enhanced Kofax’s ability to help partners and customers. “Rather than look at chatbots as a cost-saving tool, we look at it as an opportunity to have our expert technical support resources focus on customer issues not easily resolved on their own,” Mike Pilman stated.

In a recent analysis of user activity Kofax found that, for every session where an intent was expressed, the user completed the session 80% of the time, without asking to create a support ticket within the chatbot (which is an option with every interaction).

“Having seen this level of success, we are currently exploring several new and additional avenues where we think Cognigy’s platform could help our users get the resources they need to be successful with our software."

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80% Solution Rate

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High Intent Recognition

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Improved Customer Experience

“We immediately saw that Cognigy.AI had a low threshold for adoption but also provided the kind of growth potential rarely found in a product this easy to adopt.”

Mike Pilman
Director of Technical Support Operations @ Kofax

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