Most self-service failures occur when prospects and customers can’t get the information they want from your website.  Ironically, you have what they’re looking for, but can’t surface knowledge quickly and easily on all channels.  When this happens, you risk losing those frustrated users, and driving them to competitors.

The customer journey is broken

Search and Chat experiences have a high failure rate.  Why?  Because users can’t consistently get answers to questions.

To fix this, you need better understanding of user requests, and improved search functionality for existing content. 


Click to Enlarge
* 44% of web site visitors can’t find the information they want that exists on the site. – Gartner 3 Flaws to Fix in Customer Self-service

Before becoming a customer, prospects search to find products and services.  If you have solid SEO, users will find your website. Now, they’re researching your site, and need to ask questions to educate themselves.

This is a fragile period; you need to quickly provide great self-service, and gain trust before being contacted.  Why?  Buyers prefer a seller- free experience until they’re ready.  After you’ve gained trust and confidence, a prospect may become a lead by engaging with you in the method they choose.  

Website search functionality and self-service virtual assistants have always had a symbiotic relationship, leading to the best possible user experience.  However, the solutions have historically been siloed from each other, creating alarming website drop-off, more calls into already over-burdened support teams, or complete loss of interest from the end-user. 

Introducing the Unified Knowledge Model

XAPP AI has taken on the customer self-service challenge with the recent release of our Unified Knowledge Model™.  Through AI-powered intelligent search combined with a conversational interface, users can surface information quickly on the channel of their choosing.  

Delight Customers

By breaking down knowledge silos, the end user can expect to receive relevant, accurate, and consistent information no matter where they choose to engage with your organization.  

Increase Deflection

Citizens and consumers want to self-serve, if your technology can support their needs, you will have created trust, and a better user experience while improving your operational efficiencies by improved containment rates. 

Improve Conversion Rates

Users lead with search activity, help convert these cohorts during this phase by improved responses to their questions and concerns leading to an ‘Ask and Get’ experience.  

 To learn more about XAPP’s Unified Knowledge Model, please complete this form, and someone will be in touch. 

* These fields are required.

April 18, 2022

Can AI save your website dropoff?

Most self-service failures occur when prospects and customers can't get the information they want from your website.  Ironically, you have what they're looking for, but can't surface knowledge quickly and easily on all channels.  When this happens, you risk losing those frustrated users, and driving them to competitors.
April 12, 2022
march madness

XAPP Supports the Madness!

In this episode, we discuss some of the advanced AI interactions we're using to drive the March Madness skill on Amazon Alexa. Besides great content that user's can access, there' are some sophisticated features that are invisible, yet essential. We dig into some of those topics.
April 4, 2022
Quarterly Report

Q1 Recap

As Q1 blew past us faster than a Nor’easter, let’s take a minute to reflect on a fast, furious, and successful first quarter at XAPP AI through the lens of our clients, our products, and our partners.
March 28, 2022

Celebrating Women’s History Month

XAPP AI celebrates Women in History Month! Our director of Product Design, Yina Smith-Danenhower discusses her unique professional journey, plus the challenges of designing products and experiences for conversational AI, and intelligent search.
October 5, 2021

Why Conversational Self-service is Essential NOW

Competitive pressures and artificial intelligence (AI) are changing the landscape of customer service, raising customer expectations in terms of answering their questions and resolving their issues. Today’s customers expect a higher level of service and the best way to earn and retain their loyalty is with quick resolution of problems with as little effort as possible on their part.
March 10, 2021
XAPP AI AWS Applied AI Competency Logo

XAPP AI Achieves AWS Applied AI Competency Status

XAPP AI is one of the first AWS Partners to achieve the new AWS Applied AI competency in the Machine Learning category demonstrating our experience and expertise in building machine learning solutions and integrations on AWS.
January 12, 2021

Reinventing Self Service with Conversational AI by Automating Knowledge Capture and Curation

Pat Higbie, Co-founder and CEO XAPP AI Dr. Andrew Ng is a leading authority on AI transformation — he knows what works and what doesn’t work […]
November 2, 2020

XAPP Awarded Key Recognition for its Leading Conversational AI Platform

Optimal Conversation™ Studio (OC Studio) from XAPP AI has been recognized as one of CIOReview’s “Most Promising Conversational Platform Providers” for 2020. The award is a […]
June 6, 2018

XAPPmedia Becomes First Voice AI Platform to Launch and Provide Managed Service for More Than 1,000 Voice Apps on Amazon Alexa and Google Assistant

XAPPmedia today announced that is has launched more than 1,000 paid voice apps for leading consumer brands and media companies that operate on Amazon Alexa and […]