Customer expectations are constantly evolving with technological innovations and they seek new and more interactive options for customer support.
At this stage in your knowledge management journey, the proper knowledge database will enhance your teams’ efficiency and help personalize and simplify customer interactions.
A centralized knowledge base for customer service powered by artificial intelligence improves the performance of your support team and the satisfaction levels of your customers.Having the proper knowledge management in place also helps customers find and access the knowledge they need to succeed with your product or service. In most cases, customer service teams can use it without much difficulty and even customers can do the same through self-service solutions such as chatbots, dynamic FAQs, and customer data tools.
Knowledge Management and AI
Knowledge management systems – primarily knowledge resource bases – enable these intelligent tools to connect to a repository of accurate information in order to allow customers to be more autonomous throughout the purchase journey. A knowledge management system eliminates the problem of how companies share information and facilitates the continuous transfer of knowledge across the organization so that employees can spend more time, effort and energy on high-value activities that improve customer service and increase the profits of the business.
Many organizations store information in a variety of forms, ranging from content repositories such as a blog or customer support forum, a website’s FAQ or dashboard for agents and information on self-service portals. A well-executed information architecture enables access to information, easily understood and explained, and known throughout the enterprise. Creating a detailed plan to eliminate these disparate structures will make it easier for both internal teams and customers to access and act on information.
With the rapid growth of machine learning and deep learning, AI tools have significantly changed today’s customer service. From chatbots to self-service tools, knowledge management systems are leveraging the benefits of AI to offer new and interactive ways of customer service. .
Benefits of AI-powered Knowledge Base
AI-enabled knowledge bases are a great way to significantly improve the customer experience and offer customers unique ways to interact and solve their queries. They are also influential in streamlining internal processes and help agents to focus on important factors affecting the C-SAT scores. AI-powered KM systems are also efficient in creating personalized learning modules to upskill agents according to their existing skillset. Let’s take a look at some of the most vital benefits of AI-powered Knowledge base:
The AI Knowledge base helps the organization better understand customer needs, analyze behaviours and identify areas for improvement. Artificial intelligence enables an organization to deliver knowledge tailored to each user and their context, allowing customers to get help where they already are, and finally, it provides a real-time dashboard displaying the state of the knowledge management solution, including how agents use the platform and what information helps or harms the customer experience.
Seamless collaboration & update
With an AI-powered knowledge management system, internal teams can efficiently collaborate and stay updated with the latest updates. AI ensures that minimal human intervention is required while timely updating the knowledge base. It can also act as a catalyst for knowledge sharing and smooth internal communication.
Specific knowledge is essential to provide the highest level of customer service. One has to give the correct information at the right time to improve the engagement with each customer, understand when customers are asking specific questions, and include relevant content and knowledge in the journey. AI-powered KM accurately captures the customer’s query quickly and offers concise and straightforward solutions. It also helps maintain consistency in information across all communication platforms, significantly improving the speed and ease of accessing information.
One of the biggest advantages of AI-powered knowledge management systems is their use in self-service platforms. Self-service platforms are perfect to offer new ways of solving customer issues and queries. They motivate the users to solve their own problems and look for the answers on their own with relevant cues from the knowledge base for self service to identify their queries. Self-service platforms are also appreciated by customers in large and it boosts the customer experience and satisfaction scores.
AI powered KM helps in significantly reducing the operational cost by eliminating manual work hours on redundant tasks, for example, answering a commonly asked query or helping find information faster . AI can take over mundane tasks efficiently, helping organizations save significant resources, time, and money.
A big challenge in implementing sturdy Knowledge management is to establish clear metrics and goals for the knowledge management system so that you can determine if it helps or hinders agents in real customer interactions and whether customers can easily find the answers they are looking for using self-service portals. The answer is to leverage the power of artificial intelligence to create a single, centralized knowledge base that covers all channels, allows agents and customers to easily find the answers they need, and that can be continuously updated and automatically.