Modernizing knowledge portals with RightAnswers
Hanging on to a portal that has ceased to be useful is wasted effort. Converting to a modern portal provides a single source of truth, centralizes organizational knowledge to improve efficiency, speeds up new employee onboarding, and reduces costly support tickets. It enhances the internal employee experience and external customer satisfaction, driving better business outcomes and innovation.
Rosemary Kirk, senior solutions consultant at RightAnswers and Alex Baker, manager, CCP solution consulting at RightAnswers, joined the KMWorld webinar, Moving to a Modern Knowledge Portal, to explore what defines a modern knowledge portal today.
End users and consumers, authors, and administrators are the main clients driving the usage of knowledge portals.
End users demand a search that’s going to work for them, Baker said. Search supported by AI can surface the correct answers from information within the organization.
Authors are creating the content on these portals and by using AI they can organize their case notes quickly to review what’s been said during a customer service interaction. This can then get rolled into the organization’s knowledgebase.
For administrators they need reporting that tells them when there’s a problem and what to do next, Baker continued. “People want those real actionable insights,” Baker said.
Companies need to have a knowledge portal that makes it easier for people to do their job, Kirk said.
Generative answers, neural network search, the ability to pull knowledge and use it wherever you want are key attributes that will benefit knowledge portals for users, according to Baker.
Organizations fear jumping in these technologies prematurely, Kirk said. It requires a culture change within the company to address the concerns surrounding AI and other solutions that make this easier.
RightAnswers combines powerful AI knowledge creation and delivery to reduce costs, enhance self-service adoption, and simplify complex support workflows.
For the full webinar, featuring a more in-depth discussion, Q&A, and more, you can view an archived version of the webinar here.