Knowledge Architecture - The Path to Automating Customer Support Interactions

There is an ever increasing focus on reducing customer support costs while improving customer satisfaction. While these appear to be conflicting objectives, new tools can support both goals, however the design and deployment of such technologies requires careful planning and analysis as well as the use of specific knowledge engineering approaches.

In this session, we will demonstrate how correctly structured knowledge components and highly focused use cases can significantly improve Customer Satisfaction scores and call center efficiencies. We will use the example of an industrial company with a large product catalog and illustrate how a helper bot can retrieve information precisely for either a customer or a customer service agent. We will also illustrate routine processes that can be automated with relatively low levels of effort.