Under the Hood of Customer Experience Optimization
Squelch automatically learns about your business and your customers’ needs by indexing and analyzing content from your CRM, bug logs, case archives, and other repositories and communication tools.
Some of the learning is automatic using machine-learning algorithms, and admins can define synonyms, acronyms, and other terms specific to your organization. Users can rate search results with a thumbs up or down or by typing in specific feedback. Squelch continuously refines the data model to improve results as well as help admins adjust how data rights are granted.
We don’t just match words. Squelch leverages Elasticsearch and adds natural-language processing (NLP), artificial intelligence, and machine learning to provide better answers. Squelch looks at and evaluates all the data in your sources — actual content, filenames, metadata, everything. It automatically constructs and continuously improves on a mathematical understanding of the meaning of your documents, approaching relevance from both the agent’s perspective and the context of the data. And, it continuously improves its algorithms.
The ways Squelch delivers results is uniquely suited for customer support and success teams. Agents see relevant content as well as links to source files — one click opens the result within its native application, and one click returns the user to the list of results. Integrations with Salesforce and Zendesk include a Related Knowledge button that automatically includes additional information from the open case or ticket in a query.
In addition, Squelch delivers clear metrics on how it’s performing, such as the amount of data indexed, click-throughs per day, and article visibility to help managers understand solution value and ROI.
How Squelch Creates Happier Teams and More Loyal Customers
Security and Privacy
“Is Squelch privacy friendly?”
Squelch is fully committed to the EU-US Privacy Shield Framework for data protection.
“How is Squelch keeping my data secure?“
“How easy is it to set Squelch up securely?”
A native permission scheme offers a seamless, low-touch security integration. Squelch will use whatever permissions were set in the original application to filter its results – users only access content for which they have credentials.
“Can I work with Squelch and meet by GDPR obligations?“
Absolutely. Squelch acts as a processor as defined by GDPR articles 28 and 29.