Knowledge Management: Rethink What’s Possible
Customer service requests are more complex. Consumer patience for the wrong answer is non-existent. You need to deliver accurate information through an effortless user experience.
Finding a Needle in a Growing Haystack
When your customers have questions or issues, they demand immediate, accurate answers in their channel of choice. Easier said than done, right?
Your products and processes frequently change, and the amount of information housed within your organization grows daily.
Customers and employees both struggle to find answers. Your team is overwhelmed by cumbersome manual tagging and linking of information.
Finally, there is a better way.
Imagine a More Intelligent Experience
Imagine if your knowledge management application worked the same way your brain works. Imagine your software automatically understanding concepts without manual intervention.
Imagine if it worked out of the box, providing immediate benefits with a rapid cloud deployment.
It’s time to rethink knowledge management. Verint can help.
AI Makes Knowledge Automation Possible
Verint Knowledge Management uses patented artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers. The solution:
- Understands nuances in how people ask questions: what people mean, not what they type.
- Anticipates what people want and predicts what they are about to ask.
- Improves through continued use. Learns and clusters knowledge. Makes accessing content more efficient.
Knowledge Management for Agents
Your contact center agents field an unending stream of complex questions every day. Why not make it easy for them to find the right answers?
With Verint Knowledge Management, your agents can:
- Find up to date information using everyday language.
- See relevant knowledge without even having to search for it.
- Follow guided decision trees to troubleshoot complex issues.
- Lower average handle time while improving customer satisfaction.
Knowledge Management for Your Customers
Most customers today would rather go online for help than call customer service. Self-service is now the front line of defense for your customer service organization, and must be treated as a top priority.
Verint Knowledge Management for self-service can help you:
- Provide a superior customer experience at a lower cost.
- Give customers a quick and easy way to get help.
- Understand what customers are looking for without matching exact keywords.
A Quick and Easy Solution for Compliance
Today’s compliance requirements are far too numerous and complex for agents to memorize all the information they need to comply. The demand for efficient interactions also means they can’t spend time searching for the right processes to follow.  Instead, agents need a reliable source of information to quickly find the most current, accurate and compliant answer.
With Verint Knowledge Management, you can:
- Create a shared repository of policies and procedures to help ensure consistent answers.
- Present required knowledge and scripting automatically during specific processes.
- Guide agents step by step through complex procedures, so all required steps are followed.