Average Ratings 0 Ratings
Average Ratings 0 Ratings
Description
Our proven methodology enhances your knowledge base by identifying the inquiries users frequently have, subsequently crafting responses that are accessible and easy to digest. We consistently track tickets for recurring questions, ensuring your knowledge base remains up-to-date. IT tickets serve as indicators of the queries users pose. We highlight tickets that could have been resolved through self-service assistance, such as 'how-tos' and various other Tier 1 issues. Utilizing advanced machine learning classifiers, we categorize self-service tickets based on over 1000 ontologies, organizing them by inquiry. These categorized groups are prioritized according to their frequency, allowing us to pinpoint the most essential FAQs. Quality control checks are conducted on answer segments before they are linked to the corresponding FAQs. Once this process is complete, the questions and answers are primed and ready to be integrated into your knowledge base, enhancing user experience and self-service efficiency. This systematic approach not only streamlines access to information but also empowers users to find solutions independently.
Description
Enhance self-service utilization for both customers and employees while improving agent efficiency through the application of contextual knowledge powered by machine learning. By integrating with the Service Portal, users can access a wealth of knowledge, enabling them to search, browse, and read articles conveniently from their desktops or mobile devices. Additionally, leveraging insights into knowledge demand can enhance self-service capabilities and expedite case resolutions by automatically detecting and illustrating knowledge deficiencies, subsequently assigning these gaps to authors for prompt resolution. Furthermore, fostering in-context knowledge generation allows agents and employees to create relevant knowledge articles during their ongoing work processes, such as managing cases or incidents. This approach not only increases the relevance of knowledge but also utilizes machine learning to systematically identify and visualize knowledge gaps for effective assignment. Ultimately, this comprehensive strategy aims to streamline information access and improve overall service efficiency.
API Access
Has API
No
API Access
Has API
No
Integrations
Aisera
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
No
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
No
Vendor Details
Company Name
Kaleo Software
Founded
2013
Country
United States
Website
www.kaleosoftware.com
Vendor Details
Company Name
ServiceNow
Founded
2004
Country
United States
Website
www.servicenow.com/products/knowledge-management.html
Product Features
Knowledge Management
Artificial Intelligence (AI)
No
Cataloging / Categorization
Yes
Collaboration
No
Content Management
Yes
Decision Tree
Yes
Discussion Boards
No
Full Text Search
Yes
Knowledge Base Management
Yes
Self Service Portal
Yes
Product Features
Knowledge Management
Artificial Intelligence (AI)
No
Cataloging / Categorization
No
Collaboration
No
Content Management
No
Decision Tree
Yes
Discussion Boards
No
Full Text Search
No
Knowledge Base Management
Yes
Self Service Portal
No