Introducing FAQ Systems

The simplest of our conversational systems, FAQ Systems are, as you might guess, an interactive FAQ system. The user simply types their query, and hits enter. The system then returns with a conversational answer to their question, links to the relevant section of your website and dials in the section of a broad FAQ hierarchy that is most relevant to the query at hand.

Why an FAQ System?

There are a number of reasons FAQ systems are a fantastic addition to your website. You'll find a more comprehensive business case here, though here are some reasons that may not have occurred to you:

24/7 assistance - always engaged, always interested, always there when site visitors need to find out more

Simple solutions for lazy site visitors - if your site contains a wealth of information, you risk losing traffic to competitors who're always just a click away

Fantastic for improving accessibility - whether the person visiting your site isn't familiar with the Internet and the norms of navigation systems or simply needs to find information fast, FAQ systems provide real help, in accessible plain English. Or Spanish. Or French Or...

People don't like asking seemingly 'stupid' questions - think about it - would you like to ask another living being a really stupid question? But if you're anything like most of the general public, you'd be quite happy asking a machine

Efficiency instantly improved - think of the time your team will save - no more answering the same email or having the same phone conversation or training the same point again and again and again. Better still, your customers find the information they're looking for right away

The ideal solution when you're looking for a direct interface - conversational systems needn't always feature avatars with names and personalities all their own. FAQ systems are a simple, easy way to help site visitors find their way from A to B, with all the information they need en route

Endless data to learn from - FAQ systems are a great way to gather intelligence and retain information without being intrusive - and quickly dismissed

Escalation and problem resolution - if the system doesn't know the answer, it will help the visitor contact a human assistant

Want to see FAQ systems in action? Some great examples of FAQ systems at work include:

O2
Lloyds TSB