AnswerDash Unveils ‘Trending Topics’ Capability to Identify Gaps in Knowledge Base Content

AI-Powered Feature Analyzes Search Queries to Enhance Self-Service Support

SEATTLE, May 3, 2017 -- AnswerDash, a leading provider of SaaS self-service support solutions, announced today it’s ‘Trending Topics’ feature which employs machine learning algorithms to extract common topics from aggregated user queries. Trending Topics provides AnswerDash’s customers with insights into users’ questions, empowering enterprises to remedy content gaps on their websites, in their mobile apps and in their knowledge bases, thereby reducing support tickets and cost.

“Before Trending Topics, our customers couldn’t easily evaluate large volumes of unstructured user queries or identify gaps in knowledge base content,” explained Bill Colleran, President and CEO of AnswerDash. “With Trending Topics, that ambiguity disappears. By identifying trends in users’ queries, our customers can pinpoint areas of confusion, ambiguity or heightened interest. Empowered with this information, our customers can now easily fill gaps in content. Trending Topics is a game-changer.”

AnswerDash’s Trending Topics feature utilizes proprietary machine learning algorithms to identify common attributes from unstructured customer queries -- those questions typed into the AnswerDash search bar. The tool then clusters similar queries into categories, enabling easy identification of those questions which occur most frequently.  Trending Topics includes a visualization tool to simplify selection of Q&A pairs for publication to AnswerDash’s customers’ knowledge bases.

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in native mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, increasing sales conversions by 10 to 30 percent and dramatically improving customer satisfaction.  AnswerDash integrates with the most popular knowledge bases and ticketing systems, including those from Freshdesk, Salesforce.com and Zendesk to bring knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as inContact, LiveChat, Olark, SnapEngage and Zopim.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com.