Knowbler simplifies KCS adoption by facilitating knowledge creation, suggesting relevant articles, integrating within support workflows, providing powerful search capabilities, offering analytics for improvement, and enabling feedback loops.
Fueled by ML and Generative AI, Knowbler accelerates knowledge generation in KCS recommended templates, based on the incoming case. This ensures effective capture of support knowledge and ensures that new articles are created as a by-product of agents’ resolutions for undocumented issues.
Knowbler ensures that the agents are able to access all case resolving information, especially for known issues at one place. This helps improve first call resolution and reuse support KB effectively. ML-powered personalization promotes reuse of KB with personalized case resolving content based on agent’s previous searches , interactions and the case in question.
Knowbler ensures that support agents can easily edit, fix and review knowledge articles already created within their support consoles with one click workflows. This helps drive content quality and consumption.
SearchUnify’s Knowbler provides article usage analytics report that monitors the performance of KCS-generated content and quantifies KCS success. Knowbler provides insights into knowledge articles shared and attached to case to evaluate content gaps (articles which need to be created) and also assess content health.
Knowbler helps agents get a unified view of subject matter experts for the case in question and promotes swarming support model instead of tiered support models to reduce resolution delays. This ensures that support agents can always find the best available person to help create new knowledge, in-the-moment.
Knowbler’s rich analytics help you stay on top of your service metrics. The real-time insights into content health help assess Article Quality Index, New vs Known Case Issue etc.
SearchUnify’s Knowbler ensures consistency of support knowledge across channels and closes the loop. For example, the same support article which an agent creates using Knowbler, is automatically also available to self-service users on Communities/Online Portals, and conversely, content which helps deflect cases on communities is used by agents to solve cases.