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Techniques to deliver knowledge where, when, and how you need it

The demand for quality is at an all-time high; regardless of the industry, delivering applications embedded with real-time responsiveness and reliable, consistent knowledge is now the norm for a global customer base grown accustomed to it.

KMWorld recently held a webinar, “Knowledge Management Techniques to Deliver Service Anywhere,” featuring speaker John Chmaj, senior director of product strategy and knowledge management at Verint, to delve into the world of knowledgeable, seamless application experiences via technological features, automation and channel transition, and content UX.

Chmaj identified the dramatic evolution of knowledge capabilities to data, starting from 1985. Forty years ago, knowledge capabilities were confined to search, existing as a stand-alone, single channel application.

After its following iterations as multi-channel knowledge and contextual knowledge, knowledge capabilities today exist as Knowledge-as-a-Service, defined by contextual, real-time, comprehensive accessibility, multi-channel, multi-app, multi-device delivery, and compound value.

In order to derive the immense value that modern knowledge capabilities offer, enterprises have to play endless catch up to an ever-evolving space. What makes a digital-first, knowledge-centric enterprise successful, Chmaj offered, is three overarching components based on Verint’s Knowledge-as-a-Service platform:

  • Intelligent self-service
  • Proactive, personalized experiences
  • One workforce via knowledge integration

Intelligent self-service enables employees to find the best information quickly, typically assisted by AI and automation functions.

Search intelligence can propel this mission toward intelligent self-service by improving productivity with AI-enabled search and index from within Verint’s platform. This method imbues search with understanding, meaning, and context with an emphasis on simplification for the end-user; it can be realized as automatic search productions, vertical-specific or business-specific language applied holistically, multiple language availability, or minimal system training required on behalf of the user.

To lower TCO and reduce time to deployment, automated clustering can present what an end-user may need next without the user or knowledge owner imparting extra effort. Similar content is automatically clustered, the “next-best click” is auto-provided by Verint’s platform, and any changes or additions of articles triggers immediate reindex, further updating all related content.

Chmaj then transitioned to proactive, personalized experiences, explaining that its achievement lies in delivering responses driven by the customer’s context—their identity, history, and actions. This can manifest as:

  • Contextual search
  • Contextual desktop
  • CRM+KM automation
  • Teams integrations
  • Social integration
  • Real-time assist from speech

These capabilities focus on adding customer context within the employee UX to drive personalized, seamless customer experiences. Integrating knowledge in every aspect of the UX—including desktop, Microsoft Teams, and salesforce interfaces, as well as in customer voice interactions—can empower employees to provide high-quality customer engagement.

Focusing on creating a single workforce through knowledge integration is another critical aspect toward creating an effective, seamless, and digitized enterprise environment. This ensures that content continues to evolve without fault or hiccups that impact positive business outcomes.

Within Verint’s Knowledge Management platform, content creators can publish a single piece of content segmented per audience, allowing the creators to generate external- and internal-facing answers from a single article. This feature can be additionally extended to support other channels and customer touchpoints.

The platform also leverages cross-organizational knowledge contribution, bringing together Salesforce, MS Dynamics, and Teams with an authoring API, as well as the Verint community, MS SharePoint, and Third Party Websites with spidering/crawling (tagged and displayed like native content). This becomes centralized and indexed together, delivering end-user access to a variety of knowledge sources.

This holistic framework features cross-application content integration, allowing users to contribute to the knowledge pool by creating content directly from the systems they’re working in.

Chamj emphasized Verint’s ability to radically improve support and service through a series of telling statistics. Verint provides:

  • 28% increase in workforce productivity
  • 25% decrease in support costs
  • 33% decrease in training costs
  • 18% increase in first call resolution
  • 477% increase in the ability to deliver faster answers

For an in-depth discussion of knowledge management through Verint’s Knowledge-as-a-Service platform with accompanying examples, you can view an archived version of the webinar here

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