This is why your call centers are busy after you have invested in product training, digital adoption tools, and a self-serve support desk.

January 16, 2022

The last time I called a call center was when one of our mission-critical software subscriptions was about to get discontinued due to non-payment. It took me several days to resolve the issue as the error message was not very descriptive and my credit card was still working. I searched for online help, I chatted with the billing agent who wasn't sure why my credit card was getting declined and needed to investigate. She did not get back so I called again and restated the issue. In the meantime, I called the credit card helpdesk...long story.

The software company had

- Implemented a digital adoption solution that could guide me through the payment steps.

- It had a self-service support desk facility to search for support answers.

- Added several high-quality training videos on its youtube channel.

Yet, when I tried to chat, I had to wait quite a bit suggesting that they were experiencing a high volume of requests for personal attention.


The problem is that the above options individually do not provide a comprehensive solution.

When people are stuck in the workflow they need help with multiple systems, with multiple screens, and with the understanding of the end-to-end process.

For example, if a manager feels the need to hire an engineer, there are several steps involved. One would first need to get budget approval, then raise a job requisition, assign an interview panel, update an evaluation rubric, go through an interviewer training or reading the best practices, provide interview feedback, and update the selection form. This involves knowing the process details and exception conditions.

The manager may need help with selecting the right cost center, or with exception situations like “unable to submit the form. Error code 11601”

Training, Digital Adoption Platforms, and Self Service Support desks do not individually solve all of the above problems. Users are expected to go to different systems and platforms to get help.


That is why users take the easier route – call the call center.

For the company, it adds to the cost of servicing even after investing in multiple support tools. For the user, lack of instant online support and long wait times adds to one's frustration while reducing productivity and adoption of help tools.


Knowledge Assistants are AI-based conversational systems that can respond to user questions in the flow of work.

Knowledge assistants can

- Contextually responds to user questions by

- Extracting answers from deep within documents (PDFs, Videos, Internal/external websites), and  

- Recommending the next question or action to provide guided support.

Knowledge assistants are not virtual assistants or chatbots that need to be manually trained. It can automatically crawl through all documents to generate FAQs by itself. It also generates context maps using user questions to refine responses.

Knowledge assistants can be implemented in days as they do not need the documents to be tagged and natural language training samples to be supplied.


Companies can significantly improve product adoption and support NPS without investing millions in multiple support solutions. Organizations should look into connecting a Self-Trained Knowledge Assistant to their document/ video repository consisting of training and process manuals to provide an elegant conversational experience for instant support.

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