faqtAgent by Synthetix is a Web-based FAQ search tool for call center agents. Suitable for organizations of all sizes, its self-service feature enables customers to quickly and accurately answer questions themselves.
faqtAgent’s FAQ search works by using natural language processing (NLP) for better quality matches to customer queries. Its learning algorithms automatically reorganize its structure of knowledge base after each customer interaction to present more relevant results.
The software can be integrated with the vendor's live chat customer service software, which enables escalation to live Web chat with call center agents without major interface change. The secure online editing feature enables security measures, such as editorial permissions, approval processes and granular logging.
faqtAgent also has a built-in management analytics to access comprehensive reports on the usage of an organization’s FAQ knowledge base by date ranges and automatic summary email on daily, weekly and monthly basis.