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SearchUnify Knowbler Recognised as a Strong Performer in the Forrester Wave^TM : Knowledge Management Solutions

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Agentic AI for Enterprise Knowledge Management

CASE STUDY

Challenge with Knowledge Creation

Knowledge Creation Friction
Capturing and creating knowledge often feels like an afterthought, leading to inconsistent content and missed opportunities for self-service.
Disconnected Customer Voice
Support knowledge often fails to reflect the actual needs and challenges faced by customers.
Lack of Actionable Insights
Limited analytics make it difficult to identify content gaps, measure knowledge base effectiveness, and make data-driven improvements

Automation Anywhere Experienced Best-in class Knowledge Creation & Optimization with SearchUnify’s Knowbler

In-depth Knowledge Analytics for Proactive Decision Making

Insights like Knowledge Contribution, Content Health, KB Articles Performance and Link Rate, managers were able to evaluate efficiency in knowledge creation.

Significant Reduction in Agent Effort with Pre-Defined Templates

Employees were able to capture case information and convert it into well-structured knowledge
articles using pre-defined templates.

Accelerated Knowledge Creation with Auto-generated Titles and Summaries

Employees could auto-generate titles and summaries for knowledge articles, which helped them expedite the knowledge-creation/revision process.

Prompt Customization for In-house LLM

With the customized prompts of in-house LLM, based on the use cases, support agents were able to drive more effective article creation and revision, with better outcomes.

In-depth Knowledge Analytics for Proactive Decision Making

Insights like Knowledge Contribution, Content Health, KB Articles Performance and Link Rate, managers were able to evaluate efficiency in knowledge creation.

Significant Reduction in Agent Effort with Pre-Defined Templates

Employees were able to capture case information and convert it into well-structured knowledge
articles using pre-defined templates.

Accelerated Knowledge Creation with Auto-generated Titles and Summaries

Employees could auto-generate titles and summaries for knowledge articles, which helped them expedite the knowledge-creation/revision process.

Prompt Customization for In-house LLM

With the customized prompts of in-house LLM, based on the use cases, support agents were able to drive more effective article creation and revision, with better outcomes.

In-depth Knowledge Analytics for Proactive Decision Making

Insights like Knowledge Contribution, Content Health, KB Articles Performance and Link Rate, managers were able to evaluate efficiency in knowledge creation.

Improvement in Average Monthly Knowledge Creation

Increase in Agent Participation in Knowledge Creation

Improvement in Average Time to Publish a Drafted Article

Customer Speak

With the implementation of Knowbler, we've overcome the challenge of outdated content and significantly improved the quality and timeliness of our knowledge articles. The utilization of Odin prompts has streamlined the creation process, while the improved functionalities for support engineers have freed them to focus on more complex issues. Overall, Knowbler has optimized our self-service ecosystem through its advanced search and document attachment features, resulting in a more efficient knowledge-driven support experiences.

Sahana Parameswarappa

Senior Manager, Self-Service, Automation Anywhere

Learn More About Automation Anywhere’s Knowledge Management Success

View Case Study

CASE STUDY

Challenge with Knowledge Management

Difficulty in capturing tacit knowledge
Limited capture of VoC in support content
Lack of tools enabling in-the-workflow knowledge creation
Difficulty in identifying and visualizing content gaps

Transforms Customer Support with Knowbler

SearchUnify helped Syntellis turn the tides in their favor with its robust knowledge management solution, Knowbler.

Enabled Proactive Monitoring and Improvement of Content Health

Knowbler equipped the support team with intelligent content health analytics to monitor the performance of knowledge articles on four parameters: uniqueness, title relevancy, link validity, and metadata.

Reduced Agent Effort with Pre-Defined Templates

Employees were able to capture case information and convert it into well-structured knowledge articles using pre-defined templates.

Accelerated Knowledge Creation with Auto-generated Titles and Summaries

Employees could auto-generate titles and summaries for knowledge articles, which helped them expedite the knowledge creation process.

Fostered Agent Collaboration with Content Gap Insights

Knowbler, integrated with ML, empowered support team with insights into content gaps. As a result, they were able to review and update the knowledge articles in real time.

Enabled Proactive Monitoring and Improvement of Content Health

Knowbler equipped the support team with intelligent content health analytics to monitor the performance of knowledge articles on four parameters: uniqueness, title relevancy, link validity, and metadata.

Reduced Agent Effort with Pre-Defined Templates

Employees were able to capture case information and convert it into well-structured knowledge articles using pre-defined templates.

Accelerated Knowledge Creation with Auto-generated Titles and Summaries

Employees could auto-generate titles and summaries for knowledge articles, which helped them expedite the knowledge creation process.

Fostered Agent Collaboration with Content Gap Insights

Knowbler, integrated with ML, empowered support team with insights into content gaps. As a result, they were able to review and update the knowledge articles in real time.

Enabled Proactive Monitoring and Improvement of Content Health

Knowbler equipped the support team with intelligent content health analytics to monitor the performance of knowledge articles on four parameters: uniqueness, title relevancy, link validity, and metadata.

Hike in
Knowledge Creation

Increase in Search Conversions

Increase in Client Search Adoption

Reduction in Case Volume

Customer Speak

When I joined, I noticed that agents were using Knowbler inside Salesforce and the agents love Knowbler. Right inside where they take their cases, there’s Knowbler. That’s how they do their job, its baked into their jobs and that’s fantastic!