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Integrating Voice and Knowledge
- 2. The bot space: integrating UX and value
- 7. Other people are asking… • By what time must I check out? • Which Underground Station is nearest to you? • What is your cancellation policy? • Is breakfast included in the price of my room? Visit our Help Centre > Type your question here Ask
- 8. Other people are asking… • By what time must I check out? • Which Underground Station is nearest to you? • What is your cancellation policy? • Is breakfast included in the price of my room? Visit our Help Centre > Type your question here Ask What time am I able to check in? By what time should I check out? Will it be possible to check in early? My flight arrives at London City Airport; what is the best way of getting to the hotel? Is there car parking available at Shoreditch Tech City? When can I arrive
- 9. Will it be possible to check in early? Please be advised our standard check in time is any time after 2pm (14h00). To guarantee an early check in, it is necessary to book the previous night. If rooms are available prior to check in time, an early check-in may be possible. You are welcome to leave your luggage free of charge in our luggage store prior to your check in. Powered by x Yes No Was this answer helpful? AskType your question here Ask Related questions • What time am I able to check in? • By what time should I check out? • My flight arrives at London City Airport; what is the best way of getting to the hotel? • Is there car parking available at Shoreditch Tech City? Concierge advice • How much does your car park cost? • Which London Underground station is closet? • Does the Congestion Charge apply if I drive to your hotel? • Can you organise my airport transfer?
- 11. Got a question?
- 12. MOST POPULAR QUESTION > Can I arrive before my check in time? Our standard check in time is any time after 2pm (14h00). You are welcome to leave your luggage free of charge in our luggage store prior to your check in. Show more…
- 13. MOST POPULAR QUESTIONS > Can I arrive before my check in time? Our standard check in time is any time after 2pm (14h00). You are welcome to leave your luggage free of charge in our luggage store prior to your check in. > Is room service available? > What channels are available on the TV? > By what time should I check out? > I arrive in London by plane, what’s the best way to get to the hotel? > Is there car parking available? Visit our Help Centre >
- 15. Conversational Bot concept Presented as a conversation Continuous knowledge Achieved using standard API calls Tone of voice appropriate to chat
- 21. Leverage existing capabilities of Prescience No added administration, or training required Embed in mobile, customer web sites, or anywhere else Power of Smart Links; Decision Trees Available already Approaching zero-click…
- 22. What else could I do?
- 23. Think big, think zero: zero-click in the experience economy
- 25. Two moments of truth Effort and experience benefits
- 27. Web page: manage a case
- 28. Embed knowledgebase panel in a web page
- 29. Relevant knowledge, automatically, zero-click
- 31. Just In Time learning and a richer experience
- 32. Leverage all Prescience capabilities We got the router working!
- 33. Reduce wrap time
- 34. Superior intel, compliance, analysis
- 35. View associated knowledge, still in-line
- 36. Integrated MI and feedback workflows
- 37. Dashboard Searches Clarification requests Feedback Activity by entry Activity by day Channel-specific MI in your existing admin console
- 38. › Next level self-service and support, today Automatic access to in-line, contextually relevant help from your existing knowledgebase Reduced effort Quicker time to conclusion (new cases and case backlog) Increase customer satisfaction Facilitate more personal, quality user engagement on big moments Improve First Contact Resolution Reduce wrap time Just In Time (JIT) learning – knowledge is even closer Tighten up compliance and reference Integrate Management Information / reports for the channel Extend the value of your Prescience investment
- 40. I access the HR Help Portal
- 41. I can use cognitive search or browse Prescience
- 42. But, what if an escalation to chat is appropriate?
- 43. › Why auto escalate to a live chat? Zero-click escalation: Context, behaviour, transaction, UX etc. High value / complex enquiry or service event identified Knowledgebase matches fall below a confidence threshold Identify excessive effort being expended Measure negative sentiment or feedback An entered process requiring channel shift Or simply, the user decides to initiate a chat manually
- 44. I type my message… (I could also video or call) Chat interface is initiated and accepted
- 45. Message is routed to agent’s chat console
- 46. Conventional chat interactions but…
- 48. … agent has access to contextually relevant, existing knowledge
- 49. All Prescience knowledge and capabilities can be surfaced and searched Smart Links Search tools
- 50. Agent can instantly send an accurate, error free answer to the chat, with one click
- 51. Short-form chat-appropriate answers are administered within existing KB content
- 52. Agent’s given me a clear, accurate and timely response
- 53. › Channel integration: you can do it today Existing knowledge injected direct in chat console This could be injected in the end user interface too Single source of truth Update your knowledgebase to include concise channel- appropriate answer variants or different tone of voice Operate more flexibly; enable more agents to use the channel accurately and confidently Service higher volume of chats in less time with less user effort Knowledge injection is not restricted to chat, could be any user touchpoint
- 54. Zero-click UX measurements and R&D methodology
- 55. Effort (e) -53% ??% AHT (s) ??%-65 No knowledgebase benchmark Prescience KB portal Zero-click Prescience 100 520 4 4 4 4 455s
- 56. › Facets Benchmark Prescience KB Zero-click Noise and inconsistency Density and complexity Measured actions and loops (collective) Mental and actual space shifts Effort facets Outcomes Effort to accuracy Total AHT KPI results NPS, FCR, Wrap, CSAT, AHT, Escalations, deflection etc. Effort outcomesUX & R&D methodology – commercial in confidence Compare against: CES2, Accuracy, User Knowledge score or retention etc., perceived effort, (big moment multiplier?) Environment, UI design E.g. inputs Trivial vs complex Actual stuff to do Thinking and shifting
- 57. Think big, think zero
- 58. A natural way to interact?
- 59. Tune into voice: knowledge underpinning the trend
- 62. Ultimately, we can derive knowledge from searchable dialogue!
- 63. leading provider of automatic speech recognition technology (ASR) ASR in 72 unique languages
- 65. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Agent View Listening
- 66. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. Thank you Tom, how can I help? Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. okay I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Transcribe the Call Listening
- 67. Click icon to add picture 0 2 r0 2 r MicListening LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Identify who’s talking
- 68. Now let’s tune into the conversation and identify queries!
- 69. Click icon to add picture 0 2 r0 2 r MicListening LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Prescience Listens
- 70. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Identify Queries Listening
- 71. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Automate Search Chest pain Chest pain can be caused by anything from muscle pain ….. [view] I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Listening
- 72. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Conversation Continues Chest pain Chest pain can be caused by anything from muscle pain ….. [view] Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Arm or elbow pain Arm pain is common and usually caused by an injury or fall .. [view] Listening
- 73. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Pause the tech Chest pain Chest pain can be caused by anything from muscle pain ….. [view] Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Arm or elbow pain Arm pain is common and usually caused by an injury or fall .. [view] ListeningPaused
- 74. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Select Knowledge Chest pain Chest pain can be caused by anything from muscle pain ….. [view] Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! Arm or elbow pain Arm pain is common and usually caused by an injury or fall .. [view] Paused
- 75. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Prescience Capabilities Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Paused
- 76. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Decision Tree Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Has the pain lasted longer than 15 minutes? Yes No Paused
- 77. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Guided Help Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Has the pain lasted longer than 15 minutes? Yes No Do you have other symptoms such as breathlessness, nausea, sweating or coughing up blood? NoYes Paused
- 78. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 View Answer Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Has the pain lasted longer than 15 minutes? Yes No Do you have other symptoms such as breathlessness, nausea, sweating or coughing up blood? NoYes Chest pain isn't always caused by a problem with your heart, but it can sometimes be a symptom of: • Angina – where the blood supply to the muscles of the heart is restricted • a heart attack – where the blood supply to part of the heart is suddenly blocked Paused
- 82. Re-cap
- 83. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Has the pain lasted longer than 15 minutes? Yes No Paused The agent has a continuous visible reference of the conversation • Enhance Compliance • Reduce Wrap Time • Improve First Call Resolution Visible Dialogue
- 84. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Has the pain lasted longer than 15 minutes? Yes No Paused Prescience automatically stores all possible queries for the Agent • Reduce Agent Effort • Reduce AHT • Improve overall call quality Search Library
- 85. Click icon to add picture 0 2 r0 2 r Mic LIVE TRANSCRIPT SESSION TRACKER SearchType your question here 4 4 4 4 Natural Innovation Have a pain in my left arm I’ve been having chest pain P1 You are through to NHS 111, my name is Pablo, can I take your name and contact number in case we need to call you back? P2 Hi Pablo, sure, my name is Tom and my number is 0 7 3 4 5 6 7 8 9. P1 Thank you Tom, how can I help? P2 Thanks, I’ve been having chest pain on an off over a few days and I'm a bit worried. P1 okay P2 I’m not usually like this but also have a pain in my left arm and I’m not sure what I should do! CHEST PAIN Chest pain can be caused by anything from muscle pain to a heart attack and should never be ignored. Yes NoDoes your chest feel heavy, pressing or tight? Has the pain lasted longer than 15 minutes? Yes No Do you have other symptoms such as breathlessness, nausea, sweating or coughing up blood? NoYes Chest pain isn't always caused by a problem with your heart, but it can sometimes be a symptom of: • Angina – where the blood supply to the muscles of the heart is restricted • a heart attack – where the blood supply to part of the heart is suddenly blocked Paused Agents can dedicate more energy focus to the caller, knowing the Prescience and SpeechMatics are assisting
- 86. › Final thoughts
- 87. › Your knowledge ecosystem Integrate or create Bots today and tomorrow Use API to create zero-click, big-moment experiences Couple existing knowledge to interface, channel and platform capabilities Drive value, drive innovation, drive engagement Effort and satisfaction Recognition and loyalty Costs, value and ROI
Editor's Notes
- Set the scene; a few contextual examples; goal is thinking of extending knowledge into your business; may already do this, so this is inspiration. Modal/light box; may have seen this before; uses API contextually surface knowledge; doesn’t interrupt transaction/flow.
- Utilised a familiar page; sacrificial lamb, rather than butchering any of your websites
- Simple button; content surfaced filtered or selected based on current page; haven’t left, so transaction/flow maintained; OTT so no change to the content/structure;
- familiar features Expand to all features; contextual list of potential questions appropriate to use case or content
- Inside the roll-over state of the widget, I type-in my query, ‘When can I arrive’ and some relevant questions appear – all contextually related to checking-in. The third article down the list looks to be what I’m looking for – ‘Will it be possible to check in early?’ So, I click the link… [Next]
- Full display of features Smart links Feedback Concicse clear knowledge And a section of articles here specific to the topic we’re looking at on page
- In page/in line knowledge; rather than ontop, embedded within content; augment/enhance pages; similar contextual way.
- Return to Pullman, rates; brings up booking and standard info; also presented with most popular question; could be hotel, could be room, could even be specific to the location I’m connecting from, giving me info about travel from airports etc.
- Answers my question; want some extra info; show more;
- remainder of top questions; Again, could provide contextual applicable knowledge to the page, or general top could now follow a link, or could present a modal, search, or continue more questions.
- But Heather was talking about bots, and chat, so let's talk about knowledge as a conversation. May always be requirements for dedicated chat/VA; Need transactional/process interaction or a wider scope; prescience integration can form a single source of truth, supporting those implemenations; often need for simple conversational access to knowledge; doesn’t warrant a full suite of VA, or time necessary to bring it up to speed
- Show you example of knowledge rendered as conversation; aim to present in a familiar but conceptually different way; guides you through kb; simple start point; most likely next question
- On screen as if typed; simulates a conversation; provided by smart links; automatically generated Select path I want; answersa curated in chat like tone of voice; continue until finished
- Introduce concept of zero click
- What am I going to share?. I’m going to Demo two use cases where Prescience can help to define and differentiate the value of your brand during two ‘moments of truth’, whether that’s dealing with a problem or supporting an aspiration. This is done by surrounding and supporting the big moments – or the experience economy - with the right help in the right place at the right time – with as little effort and as much benefit as possible. (Optional) – or refer to Heather – Google ZMOTS (tube journey (news, facebook, tinder, booking holiday) Both zero-click journeys you’ll see are already integrated using the Prescience API and are achievable for you today. For instance, the first one “grumpy girl” – which will become clear in a moment - is a Salesforce integration of contextual zero-click knowledge into an agent’s case management interface The second one - “more aspirational” – is a self-service journey (for an employee) escalating into a chat with zero-click answers for the agent I’m also going to share at the end some of our R&D thinking and methodology behind quantifying user effort benefits
- So…..actually here’s a question for you (a show of hands?) does this kind of facial expression ring any bells or trigger memories for any parents in here? Use case for this journey is: your toddler can’t watch her favourite show on the ipad. Wi-fi is not working. (optional) If the grumpy girl persona didn’t resonate with you, maybe a teenager who can’t access Instagram does? Perhaps you or your partner can’t access Netflix? I know I’d be pulling faces if I’d paid Sky to watch a sports event live and suddenly there’s no internet access. (Probably some more nodding heads I can see now) Anyway, setting the scene - there’s a domestic crisis brewing– all because the Wi-fi at home’s not working – your new router needs to be connected and you can’t work out how to do it, so you’re getting straight on the phone to call the supplier. So, that’s the agent user journey in Salesforce we’re going to run through. This is a big defining moment for the supplier’s brand: we’re about to find out just how good they really are. ….and just to be clear, that’s not a picture of my own daughter Mine is much more ferocious than that when she’s angry.
- Below the knowledge panel is a feed and related info panel
- Really important to measure this Create and manage knowledge your existing admin console
- About to move onto the next use case, but first… Call out in blue some interesting points beyond effort, time, CSAT and contact resolution metrics… Better person to person engagement – agent isn’t caught up searching, shifting around windows or tools, having to put the customer on hold etc. Saw I hope improvement in wrap time –big factor in both call time and quality and continuous improvement Support of concept of JIT learning – agent doesn’t need to now all the detail and focus on the process in-hand Good News for whoever deals with compliance and quality and making sure you don’t get many calls from your industry regulatr
- OK next use case. No angry kids this time, just an aspirational employee who’s accessing her company’s HR Presceince portal to find out if she can sell back unused holiday and put extra cash towards a deposit. Although this isn’t a big service event in itself the use case does reflect how seemingly trivial enquires to us can be a front to a much more important big moment or life experience for our users.
- Zero-click can also be a conduit to tools that enable knowledge - the zero-click ethos can be injected throughout all your touchpoints Call out – why you might want to escalate to chat or indeed another channel
- For the agent
- Before moving on to some points about R&D and research into effort. Call out: Existing knowledge Create variants
- Neraly finished zero-click section now but first share some: UX research on zero-click R&D team exploring how to quantify effort Easy to say, that looked like lower effort, but we want to be able quantify it assist UI design ID best practice, better support big moments – moments of truth - and effortless experience.
- What are we looking at here – distillation of next slide. Emphasise – not one best way – some clients agents or users Summarise Results / *outcomes* for a sample Work in progress model – needs some fine-tune and normalising…. Some assumptions, caveats Lab and CC observations to-date Will extrapolate and extend Sample / method: User observations and measurements Measurements based on method I’ll show on next slide ? Pound value?
- Facets and their inputs Noise – distractions, poor UX design, hold a conversation Density – 3 step DT vs 1 long article Actions – things you have to do: click, login, filter, navigate, type a search, digest an answer Mental shifts, change focus, make a decision, woek out correct response, Outcomes Effort score – but to first result and first correct or accurate answer AHT (includes, hold, search, wrap etc.) Fedding inot to actual £ value-relevant KPI
- Concludes zero-click showcase but… Hope I’ve shown that: Enabling zero click absolutely impacts effort, time and has a big business value – even beyond results from existing Prescience implementations – zero-click takes help to another level. You can seriously influence the big moments – moments of truth and brand perception: in sales conversion, CSAT, experience and cost and a lot more And... How all this can be enabled today using your existing knowledgebase and our Prescience API
- And so moving onto the next section and passing over to Heather – along with Andy – we’ll see in a moment how there’s another, very natural way, to achieve the zero-click ethos and move up to another next level of accessing great knowledge…