January 24, 2020
Why Knowledge Elevates The Power Of A Virtual Agent Why Knowledge Elevates The Power Of A Virtual Agent

The term Artificial Intelligence is becoming common place. Companies are actively implementing chatbots and more advanced, intelligent virtual agents. We are rapidly finding technologies and processes to improve service management, drive lower cost and faster resolution. The end result is improved customer service (internal and external) and greater efficiencies. Yet, this is just the tip of the iceberg.

Knowledge Management is about deriving value from information within data and documents. You leverage this value by making it accessible across the spectrum of requestor (or knowledge seeker) within, as well as outside, the organization. It is a process that continuously maps or audits data sources, how they are used and how to effectively organize them for presentation.

Data can exist internally or externally. It can be from document management, intelligence gathering or data mining. Data can also be held by humans; and inferred from behavior (like your phone navigation offering the next destination when you start up your car). How you gather data for your market can be shaped by surveys, questionnaires or focus groups to name a few. An organization’s culture, processes, products serve as an important source of embedded knowledge. These are just some of the most common data sources that can be turned into knowledge.

Knowledge and AI complement each other in many different ways. In Virtual Agent scenarios, where the VA is the bridge between the data and the end requester, the virtual agent can disambiguate the request for service or knowledge and actually take action or serve up the information that was the best fit. Imagine the example of the virtual agent interacting with the requester to funnel down between what is being asked and what knowledge is actually available for a best fit answer. Whether that is the current state of the IT environment, the current process to follow thru for HR benefits, or what to offer a customer next based on their entitlements (or what they purchased); a virtual agent with skills which are joined to the knowledge repository will magnify the power of self-service and increase satisfaction of the requester.

The introduction of Luma Knowledge Management, with our Luma Virtual Agent, will provide even more robust features and benefits. These include: Feedback from Luma interactions back into the knowledge base. Offloading costs and boosting self-service. Evolve and adapt to technician and end user queries to precisely deliver relevant content. Provide contextual suggestions (versus unmatched phrases) for new content. If you are using a chatbot or virtual agent and do not have knowledge management integrated on to do list, you will not fully derive the value of a virtual agent. Serviceaide combines intelligent service chat with automation, knowledge and AI to provide a differentiated and improved experience. Learn more about how you can reduce your knowledge sharing and service management costs. Join our CEO, Wai Wong, on our upcoming seminar titled  You Don’t Just Want Answers, You Want The Right Answers!

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