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Upland Software enhances contact center productivity

Upland Software, a provider of cloud-based enterprise work management software, has updated its enterprise knowledge management solution, RightAnswers, improving the way customers interact with knowledge through an enhanced decision tree builder.

The intuitive if-then workflow simplifies the management of information and streamlines how businesses service customers through enabling more efficient customer service teams, simplifying complex customer inquiries, and delivering conversational knowledge to the AI-based technologies that power today’s chatbots.

“The improvements in the newly released RightAnswers decision tree builder empower customer service teams to more effectively and efficiently respond to inquiries,” said Keith Berg, general manager, Upland RightAnswers. “These improvements are a strategic enhancement to the already comprehensive knowledge management solution, equipping agents with relevant information to increase customer loyalty through quality support and to improve overall productivity.”

Enhancements to the decision tree builder include:

  • improved visual creation—using familiar shapes and colors to quickly design more visually appealing and effective workflows.
  • intelligent automation—with easy to interpret, step-by-step and predictive solutions that help to address intricate requests and inquiries in a straightforward, automated manner
  • seamless integration into chatbots, and other AI-based applications—help create a more humanlike and convenient customer experience.
  • enriched knowledgebase solutions—mprove contextual knowledge by redefining questions ensuring that agents can adequately serve customers with consistent answers without extended hold periods or transfers.

To learn more, visit https://uplandsoftware.com/rightanswers.  

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