AMA on community

Hi Mihir 

From our experience - we have used forum applications specifically - allowing for both discussions and questions and answers (it gives the user more flexibility in what type of question they ask and therefore gives them some more comfort when asking this question). 

We have done some customizations for clients before - specifically with this Expert Center - it allows users to ask a specific question related to a subject and the questions are automatically directed to a Subject Matter Expert. This allows these users to get a concise and satisfactory answer with little to no effort. 

We learned that AMA encouraged users to ask more questions within the community as well as others to answer them. As a result - community members were recognized as SMEs over time. This was beneficial for the community as with all answered questions - it created a knowledge base of FAQs. This also allows SMEs to provide a satisfactory answer with a little amount of effort. Now if users go to ask a question - Verint OOTB automatically looks for similar questions/ discussions when you are creating a new one - and users are brought to an answer quicker than before. This overall led to more questions being asked daily - as well as questions getting an answer quickly and with little to no effort. If you're community tracks call deflection - over time this becomes a way to save on call deflection within your community.  

Hi Mihir 

From our experience - we have used forum applications specifically - allowing for both discussions and questions and answers (it gives the user more flexibility in what type of question they ask and therefore gives them some more comfort when asking this question). 

We have done some customizations for clients before - specifically with this Expert Center - it allows users to ask a specific question related to a subject and the questions are automatically directed to a Subject Matter Expert. This allows these users to get a concise and satisfactory answer with little to no effort. 

We learned that AMA encouraged users to ask more questions within the community as well as others to answer them. As a result - community members were recognized as SMEs over time. This was beneficial for the community as with all answered questions - it created a knowledge base of FAQs. This also allows SMEs to provide a satisfactory answer with a little amount of effort. Now if users go to ask a question - Verint OOTB automatically looks for similar questions/ discussions when you are creating a new one - and users are brought to an answer quicker than before. This overall led to more questions being asked daily - as well as questions getting an answer quickly and with little to no effort. If you're community tracks call deflection - over time this becomes a way to save on call deflection within your community.