Intelligent FAQ Suggestions for Faster Ticket Resolution

The ZaiQMatch module automatically identifies and suggests relevant FAQ articles while agents work on support tickets. By analyzing ticket content in real-time, it provides instant access to applicable solutions, dramatically reducing response times and improving consistency.

Key Features

🎯 Smart FAQ Matching

  • Real-Time Analysis: Automatically searches for relevant FAQs as agents view tickets
  • Multiple Search Modes: Choose between live content analysis or AI-extracted keywords
  • Intelligent Scoring: Advanced ranking algorithm prioritizes the most relevant FAQs
  • Visual Match Indicators: Color-coded relevance bars and star ratings show match quality

🔍 Flexible Search Options

  • Exact word matching for precision
  • Substring matching for broader results
  • Levenshtein fuzzy matching for typos and variations

📧 One-Click FAQ Insertion

  • Email Integration: Insert FAQ content directly into customer emails
  • Custom Formatting: Configure how FAQ fields appear in emails
  • Smart Salutations: Automatically manage email greetings
  • Rich Text Support: Maintains formatting, images, and structure
  • Compose Mode: Works with both new emails and replies

⚙️ Advanced Configuration

  • Ranking Weights: Fine-tune scoring for different match types
  • Vote-Based Ranking: Boost highly-rated FAQs automatically
  • Character Limits: Control how much content is analyzed
  • Queue Filtering: Exclude specific queues from FAQ matching
  • Group Permissions: Control access based on agent groups

📊 Performance Features

  • Asynchronous Loading: Non-blocking widget updates
  • Automatic Refresh: Updates when viewing different articles
  • Configurable Limits: Set search and display thresholds
  • Efficient Queries: Optimized database access for speed

🎨 User Interface

  • Sidebar Widget: Clean integration in ticket zoom view
  • Collapsible Design: Save screen space when not needed
  • Match Visualization: Progress bars show relevance scores
  • Star Ratings: Display community FAQ ratings
  • Quick Actions: One-click FAQ insertion buttons

🔧 Integration Options

  • Dynamic Field Support: Use AI-generated keywords for matching
  • Multi-Language: Works with FAQs in any language
  • State Awareness: Respects FAQ visibility settings
  • Link Preservation: Maintains FAQ-ticket relationships

Configuration Options

Search Configuration

  • Search Mode: Frontend (live analysis) or Dynamic Field (AI keywords)
  • Match Type: Exact, Substring, or Fuzzy matching
  • Search Targets: FAQ titles, keywords, or both
  • Category Filters: Limit to specific FAQ categories

Ranking Configuration

  • Base Weights: Points for title and keyword matches
  • Combination Bonus: Extra points for multiple match types
  • Vote Bonuses: Adjust ranking based on FAQ ratings
  • RegEx Bonuses: Additional points for pattern matches

Display Settings

  • Widget Name: Customize the display title
  • Result Limit: Number of FAQs to show (1-20)
  • Search Limit: Maximum FAQs to evaluate (1-1000)
  • Character Limit: Amount of content to analyze

Email Integration

  • Salutation: Custom greeting for emails
  • Introduction: Text before FAQ content
  • Field Labels: Customize Symptom/Problem/Solution headers
  • Response Mode: New email or reply to existing

Use Cases

  • Support Consistency: Ensure all agents provide standardized solutions
  • Training Aid: Help new agents find relevant FAQs quickly
  • Time Savings: Reduce search time with automatic suggestions
  • Quality Assurance: Promote use of approved FAQ content
  • Knowledge Sharing: Surface relevant FAQs agents might not know exist

How It Helps

  1. Instant Suggestions: FAQs appear automatically in the ticket sidebar
  2. Visual Relevance: Color-coded bars show match strength at a glance
  3. One-Click Insertion: Add FAQ content to emails with a single click
  4. Smart Formatting: FAQ content is properly formatted for customer communication
  5. Continuous Learning: Vote-based ranking improves suggestions over time

Benefits

  • Faster Resolution: Agents find solutions instantly without manual searching
  • Improved Accuracy: Relevant FAQs reduce incorrect or incomplete answers
  • Better Consistency: All agents access the same approved solutions
  • Time Efficiency: Eliminate repetitive FAQ searching
  • Knowledge Utilization: Maximize value from your FAQ database

The ZaiQMatch module is part of the ZAICONNECT suite by ADDONFLOW, bringing intelligent FAQ matching to your Znuny support workflow.