Elevate CX With AI-Powered Unified Knowledge Management
AI can bring together all of your support knowledge including search, chatbots, your support site, website, self-service site, community knowledge, case submission, and more to provide a great customer experience. Download the infographic to discover more about linear but disconnected data vs. unified and interconnected data.
Customer service knowledge or a CX knowledge base refers to a collection of resources, articles, guides, FAQs, troubleshooting steps, case submissions, chatbot records, and other information relevant to the customer support process. Ideally, all of these resources would be shareable between support channels, but oftentimes, they are disconnected from one another — inhibiting a smooth support or self-service process. When all CX knowledge is unified, it provides quick and easy access to information, enabling users to find answers to common questions, resolve issues, and gain a better understanding of products or services without having to hunt through different sites or talk with different support agents. If the information is searchable and structured, it makes it simple for users to navigate and locate the information they need. A unified knowledge management base can cover a wide range of topics, including product information, usage instructions, troubleshooting tips, frequently asked questions, best practices, and more.
Customer service knowledge management is crucial because it enables businesses to effectively capture, organize, and distribute knowledge and information to customers when and where they need support. By implementing unified knowledge management practices, companies can ensure that their customer service representatives and self-service channels can provide up-to-date information and prompt and accurate support to customers right away. CX knowledge assist helps unify CX knowledge and enables organizations to capture and leverage knowledge from multiple sources and retain it even as employees come and go. Unified knowledge management also enhances self-service capabilities by creating comprehensive and searchable knowledge bases, allowing customers to find answers to their questions independently. This can reduce the workload on customer service teams and improve customer satisfaction.
Knowledge assist refers to AI capabilities that assist customer service representatives by providing real-time access to relevant knowledge and information during customer interactions. It’s designed to offer customer service agents quick access to knowledge bases, documentation, product information, FAQs, and other resources that can help address customer inquiries and resolve issues efficiently. Knowledge assist tools often integrate with customer service software or platforms, allowing representatives to search and retrieve information seamlessly within their workflow. By leveraging knowledge assist, customer service agents can provide accurate and up-to-date responses, offer more consistent support, and minimize the time spent on researching or seeking out information. CX knowledge assist optimizes the customer service process, enhances support efficiency, and ultimately improves the agent experience, the customer experience, and customer satisfaction.
