Wouldn’t it be great if your knowledge management tool could read your mind and give you the answers without your even asking? It’s known as predictive knowledge, and it simply appears in context, related to what you are doing.
Predictive knowledge saves your agents an enormous amount of time by providing the knowledge before they search for it. This is what happens with RightAnswers’ inline integration with your CRM or ITSM system. RightAnswers brings a list of relevant solutions as the agent enters information in the case or ticket, before s/he even begins searching for the answer. (Think: your smartphone’s auto-complete on steroids.)
Intelligence built into the knowledge tool
There are several ways RightAnswers brings you contextual knowledge:
- Inline integration with your CRM or ITSM system brings relevant solutions as the agent is typing in the case or ticket
- Search suggest lists solutions that helped other agents or customers who searched on a related topic
- Search assistant guides the agent or customer with helpful search terms
- Decision trees steer the agent or customer to the right conclusion by asking questions along the way
- RightPath solutions help the agent or customer step-by-step and marks their progress along the way
In addition to getting the answers faster, these automated capabilities also reduce agent training time (by 66% on average), increase customer satisfaction through faster, better responses and enable you to deliver SmartService™.
See the infographic for other knowledge management must-haves that will enable you to transform your service.
Author: Simon Yelsky