Auto-Suggest Knowledge Base Articles to Customers
Empower customers to self-serve and reduce support tickets by 20%.
Nora reads incoming ticket content, matches it to relevant knowledge base articles, and suggests them to customers before they wait for agent response.
When a customer submits a support ticket, Nora parses the question and searches your Zendesk knowledge base for relevant articles. If it finds a strong match (>80% confidence), it instantly responds with a link: "We have a guide that might help: [Article]. Still have questions? We'll get to you in X hours." This lets 30-40% of customers solve their own problems instantly, reducing support volume and improving satisfaction (fast answer beats slower human response). For the remaining 60-70% of tickets, agents still get them, but with suggested knowledge base references to include in their response. Companies report 20% reduction in support tickets and 15% faster resolution time.
How it works
- Monitor Zendesk for new incoming tickets
- Extract key phrases and questions from ticket body
- Search knowledge base for relevant articles using semantic matching
- Rank articles by relevance and quality score
- If top match is >80% relevant, send customer a direct link with auto-response
- For lower-confidence matches, add suggested articles to internal agent notes
Frequently asked questions
What does "Auto-Suggest Knowledge Base Articles to Customers" do?
Nora reads incoming ticket content, matches it to relevant knowledge base articles, and suggests them to customers before they wait for agent response.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Zendesk, run by your Customer Support.
How much time does this save?
Saves approximately 5 hours/week, running real-time as tickets arrive.