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10 Ways AI Enhances the UX in Coveo
Coveo is a cloud-based intelligence platform that leverages artificial intelligence and machine learning to provide personalized search and recommendations. This enhancement to the user experience is primarily achieved through the analysis of user behavior, which allows Coveo to understand and predict user needs more effectively. Here's a summary of how this works: Behavioral Analysis: The platform analyzes the collected data to identify patterns and trends in user behavior. It can recognize which content or products are popular among certain user segments, and which search queries typically lead to successful outcomes. Learning Models: Using machine learning algorithms, Coveo creates models that continuously learn from new and historical data. These models become better over time at predicting what content is most relevant to different user intentions. Personalization: The platform personalizes the search experience by tailoring results and content to the user's context and behavior. For example, if a user has shown interest in certain topics or products in the past, Coveo can prioritize similar content in future search results. Recommendations: Coveo also uses users' previous interactions to recommend content or products that they might be interested in. Query Suggestion and Autocomplete: Machine learning models can suggest relevant queries or complete the user's search terms as they type, based on what's been popular or successful in similar searches. Content Optimization: By understanding which content performs well for which users, Coveo can give feedback on how to improve content to match user preferences and improve findability. Dynamic Navigation: The platform can alter the navigation experience on a website by highlighting or prioritizing links, categories, or pages based on what is most likely to be relevant to the user’s interests. Intent Prediction: Coveo can predict the user’s intent even with limited information, which helps in delivering more accurate search results early in the user's search journey, improving the likelihood of a satisfying experience. Contextual Relevance: The context of a search query is taken into account, meaning that Coveo’s platform understands the difference in intent behind similar searches depending on variables like the user's location, device, or time of the day. A/B Testing and Analytics: Coveo also provides tools for A/B testing different search algorithms and UI changes, as well as comprehensive analytics to understand the impact of different personalization strategies on user behavior. By fine-tuning its approach with every interaction, Coveo's machine learning ensures that each user's experience is increasingly personalized and relevant. This optimized information retrieval has the advantage of increasing user satisfaction, improving engagement, and potentially boosting conversion rates, while also reducing the time and effort users spend searching for the information they need.Multi-directional Translation In-Community
Community supports a global audience but to often supports one language - English. With In-Community translation on Community is able to support multiple languages speakers - all in real-time. With LanguageConX community can plug into your language translation engine (MSFT, Google, etc.) or your Translation Management System (TMS) such as Smartling, DeepL, Lingotek, Systran, etc. taking advantage of translation memory and glossaries established by your organization. The configurable option allows for automated or manual translation requests, in other works you can have all your content with your community (or by category) translated automatically upon publishing or send the request off for translation when requested by the user (manual). Once the content is requested for translation, that discussion will be update in real-time from that point forward. In both cases, user from around the world are able to engage in community, not matter the language they speak. Add benefit is that translations are retained in community so that requests are not sent to the translation engine upon every view, costing more in translation costs. Moreover, the translated posts can be edited within Community.The Importance of Flexibility in Community Management
Community management involves handling the interactions, comments, and discussions that take place within an online community. While processes and guidelines are essential, they don't always cover all the nuances that come with managing a community. This is where flexibility and adaptability come in. Being flexible means being willing to navigate the gray areas and make adjustments based on the situation at hand. It's about finding the middle ground between black and white, rather than rigidly sticking to one approach. Flexibility allows community managers to respond to different client needs and expectations, making them a valuable asset to any team. Ultimately, the success of a community management program depends on the ability of its managers to be flexible and adaptable. By embracing the gray areas and being willing to make adjustments, community managers can create a positive and engaging online community that thrives.Starting a Top Contributor Program
Read about the Top 10 knowledge nuggets to gain insight on starting a Top Contributor program: A Top Contributor program is a community management strategy that recognizes and empowers highly engaged and knowledgeable members within a community. Top Contributor programs are important for enhancing member engagement, providing support, creating valuable content, and acting as advocates for the community. To start a Top Contributor program, assess the community's needs, define program goals, identify potential Top Contributor, establish selection criteria, and provide proper onboarding and training. Top Contributor can be rewarded and recognized through badges, exclusive privileges, public acknowledgments, and tangible rewards to show appreciation for their contributions. Empower Top Contributor by offering training programs, dedicated communication channels, access to analytics, and involving them in decision-making processes. Evaluate the performance of the Top Contributor program through engagement metrics, response time, member satisfaction, and community growth. Sustain a Top Contributor program by maintaining regular communication, offering growth opportunities, conducting periodic program reviews, and fostering a strong community culture. Benefits of having a Top Contributor program include increased member engagement and satisfaction, enhanced support and resources, a vibrant community culture, and overall community growth and success. Top Contributor programs can be implemented in various types of communities, regardless of their size, industry, or niche. By implementing a Top Contributor program and following best practices, you can leverage the power of engaged and knowledgeable community members to create a thriving and supportive community environment.Cross-Community Translation
Many larger organizations establishes language specific communities to support the diverse customers around the world. The challenge has been how do the language specific communities benefit from the subject matter experts (SMEs) that participated and contribute in the "other" language communities? With Cross-Community LanguageConX content such as "Accepted Solutions" from one language community can be automatically translated and shared with the other language specific community(ies). This is a multi-directional translation and syndication of content in which a English speaker can be engaged online with a German speaker, and both can be engaged with a Spanish speaker, etc. Often the "English Community" is the most vibrant and contains the most value as it relates to solutions and SME engagement. Now, no matter the community the choose to engage they are able to consume content in their language and engage across what was language barriers.Unleashing the Power of Customization to Build Thriving Online Communities
Customization empowers platform administrators to create unique and engaging experiences tailored to the specific needs and preferences of their community members. Below outlines the importance of customization and the impact is has on building thriving online communities. User Interface Customization: A visually appealing and intuitive user interface is paramount to community success. By allowing platform administrators to customize branding, layout, and navigation, communities can establish a unique identity and enhance user engagement. Tailoring the user interface to align with the community's values and aesthetics fosters a sense of familiarity and belonging. Content Customization: Tailoring content to match the community's interests is key to fostering meaningful discussions. Community administrators can curate categories, topics, and user roles to ensure that content remains relevant and valuable to members. This level of customization promotes a focused and vibrant community environment, where users can connect with like-minded individuals. Features and Functionalities Customization: The ability to adapt features and functionalities is a game-changer for community platforms. Offering customization options such as different discussion formats and integrations with external tools provides versatility and flexibility. Communities can align their functionality with the specific goals and needs of their members, making the platform more valuable and engaging. User Experience Customization: Seamless user experiences are essential for community platforms to thrive. By allowing users to personalize their notification preferences and implementing algorithms for content recommendations, platforms can ensure a tailored experience that keeps members coming back. Customization enhances user satisfaction, as individuals feel more in control of their interactions within the community. API and Developer Tools: Empowering administrators and developers with APIs and developer tools opens doors to endless possibilities. These tools enable the creation of custom integrations and applications that enhance the community platform's functionality. By leveraging external expertise and resources, community administrators can unlock the full potential of their platforms, providing unique experiences to their users. Conclusion: Customization lies at the heart of building thriving online communities. The power of customization extends to user interface, content, features, user experience, and development tools. By offering a range of customization options, community platforms create unique and engaging experiences that foster a sense of belonging, increase user engagement, and nurture vibrant online communities. So, if you're looking to build a successful community platform, remember the transformative power of customization. Customize, engage, and watch your online community thrive!Leveraging Data-Driven Communities for Call Center Call Deflection and ROI Improvement
Improvement Enterprises utilize community platforms as a strategic tool for call deflection. By providing comprehensive knowledge bases, customers can find answers to their questions without needing to contact customer support. This approach is not only efficient but also aligns with the preference of a new generation of users who favor self-service. For instance, when a user encounters a common issue, instead of dialing customer support, they can access a repository of articles, FAQs, user-contributed solutions, and detailed product guides. Advanced community platforms, powered by AI like Coveo, offer personalized content and smart recommendations, increasing the rate of successful call deflections. This self-enablement takes a significant load off call centers, leading to: Reduced wait times for other customers Decreased operational costs Freeing up customer service representatives to tackle more complex issues Measuring ROI through Data Analytics To continually enhance the effectiveness of community platforms, it's essential to adopt a data-driven strategy. Here are key metrics that leading enterprises monitor to measure ROI: Self-Service Success Rates: Tracking how often users find answers within the community without escalating to a call. User Engagement: Monitoring active participation through comments, contributions, and content ratings to measure community health and knowledge sharing. Conversion Tracking: Observing how many users visit the community and then proceed to make a purchase, indicating direct business value. Customer Satisfaction (CSAT): Surveying users to gauge satisfaction levels post-interaction with the community content. Operational Metrics: Reporting on call volumes, handle times, and resolution times to assess the impact of the community on call center metrics. Data collected from these areas feed into a larger business analytics process, allowing companies to refine community content continually, optimize search functionalities, and enhance user experiences. Conclusion A well-structured Coveo community platform embedded with rich BI, Data & Analytics content can significantly deflect calls away from call centers. This endeavor not only improves customer satisfaction by empowering users with immediate, accessible information but also delivers tangible cost savings and revenue generation, making it a critical component of an enterprise’s digital strategy. By analyzing community interactions and their effects on business outcomes, companies will have the insights to fine-tune their community initiatives, proving that ROI from such deployments is both impactful and quantifiable.Upgrade to Aurora with iTalent’s strategic road map and playbook
Thisnew versionpromises many benefits, including improved user experience and deeper analytics that empower businesses to nurture their online communities. Amid these advancements, iTalent Digitalemergesas a premier technology partner for businesses embarking on their journey with Aurora. iTalent Digital leverages its deep experience with Khoros to customize and extend the platform while ensuring clients harness the full potential of Aurora. With our proprietary Aurora upgrade road map and playbook, iTalent Digital will ensure a smooth and successful transition from Khoros classic to Aurora, no matter hownumerousor complex your existing customizations are. In this article, we provide an overview of the key components of ourmethodology, based on decades of combined experience as a premium Khoros partner. Step 1: Customizations assessment The process begins with the iTalent Digital’s proprietary customizations assessment that provides an overview of customizations and extensions, associates files with functionality, and examines each customization todeterminethe best way to enable its features in Aurora. Step 2: Aurora road map The road map provides a timeline with key milestones to guide the transition. Based on the results from ourinitialassessment and a comprehensive understanding of the community'sobjectives, user engagement strategies, and operational needs, iTalent Digital outlines a high-level strategic document for ensuring a smooth transition to Aurora within given time and resource constraints. Step 3: Aurora playbook The Aurora play book provides a detailed plan for preparing your community and launching itonAurora. This entails three key phases: preparation,executionand launch. PREPARATION: We begin byidentifyingthe core features you will need in Aurora, for example, interaction styles, locales, case portals, and the like. Another important step is a thorough mapping ofall ofthe customizations you need to keep in Aurora, along with detailed descriptions.Beyond thecomponentlist generated from the ARC, we include other customizations analyzed through our extended assessment as well as any new customizations that may have gone live since then. Next,it’stime to make some decisions based on the community’s vision and strategic priorities as defined in the road map, and categorize each customization and platform extension into one of four buckets: Remove Nice to have Essential Already included in Aurora out of the box You will be pleased to discover that a lot of your existing customizations are likely to be already included in Aurora out of the box (OOB). This decreasestotalcost of ownership as well asfacilitatesadoption of Aurora. Content clean-up: Transitioning to Aurora is a good opportunity to take a fresh look at your community content and consider what is still relevant and what needs to bearchived.It’sworth taking the time to think about what can be simplified or otherwise tidied up before transitioning over to your sparkling new Aurora community. EXECUTION: Data and content conformity Once we have the content, customizations and extensionsidentified,mappedand categorized,it’stime to conform all the data and functionality to the new platform.For example, Tags and Labels in Aurora act more like Labels in Classic. Tags only exist on root posts in Aurora, which means Classic Tags on repliesdon’tcarry forward. Upgrade, not migration: Keep in mind that Aurora sits on top of your Khoros community’s existing database, so no migration of the underlying data is necessary. Customizations: Some customizations may need to be conformed,reconfiguredor rebuilt in order to function correctly on Aurora. Developer Experience: If required, we set upthe DeveloperExperience, including the Aurora SDK (software development kit) and Dev Tools, then rebuild or reconfigure the customizations that use it. We conduct a review of all integrations and updatepathsas necessary. Theme and page builder: Aurora offers an easy-to-use theme and page builder that allows a wide range of colors,fontsand design styles. We recreate the look and feel of your Classic communityonAurora. Depending on the customizations that were applied to your Classic community, a 100% exact match may not be possible. With Aurora, the CSS code is notcustomizableand you cannot import your own CSS. Admin & settings: We carry over the community structure, ranks, roles, permissions, badging and other settings, adjusting as necessary foroptimalperformance on Aurora. We also review the SSO settings and carry them over, whether they be self-service SAML, OAuth2 orKhorosSSO. LAUNCH: With that,you’reoff to the races and fully operational on Aurora, poised to reap its benefits. Get more details about the key advancements that Aurora offers.
