Artificial Intelligence (AI), Virtual Support Agents (VSA) and Chatbots, impact customer experience with smartness, such as learning, predicting and surprising. Without a rich source of data and relevant and accurate knowledge, AI, VSA and Chatbots cannot provide intelligent responses allowing predictive support and service. You need to first establish an updated and relevant knowledge base using best practice methods and a proven knowledge management tool.
The challenges
- Outdated knowledge in the knowledge base
- Lack of rich knowledge in the knowledge base
- Lack of real time data showing user behavior
- Outdated tools without integrations to AI, VSA, and chatbots
- Lack of formalized processes for knowledge management
According to Gartner, through 2020, 99% of artificial intelligence (AI) initiatives in IT service management (ITSM) will fail due to the lack of an established knowledge management foundation. (“When Will AI Virtual Support Agents Replace Your IT Service Desk”, 14 April 2017)
The solution
1. Choose a verified knowledge management tool
- The knowledge management tool should be built on knowledge management best practice to make the process work to achieve a rich, relevant and up-to-date knowledge base
- The knowledge management tool needs to be able to provide real time data showing user behavior
- The knowledge base needs to be well structured
- The knowledge articles need to be structured with numerous components
According to Gartner you should valid a dynamic knowledge base before implementing virtual support agent technology. (“When Will AI Virtual Support Agents Replace Your IT Service Desk”, 14 April 2017)
The ComAround solution
ComAround Knowledge™ is an independent knowledge management tool that synchronizes and navigates organizations digital information to meet the long-term need of relevant and accurate knowledge. We call it – Intelligent knowledge. ComAround has been chosen as one of the stand alone knowledge management solutions by Gartner in the report “Hype Cycle for Artificial Intelligence, 2018.
- The tool is based on the best practice process and methodology Knowledge-Centered Service (KCS®), and is verified by the Consortium for Service Innovation. Being KCS v6 Verified means that the tool has the capabilities needed for building the foundation for AI technologies.
- With a well-structured knowledge base and knowledge article template, as well as real time data (such as behavioral and time data etc.), AI technologies can use the data and knowledge for learning, predicting and surprising.
- ComAround Knowledge™ has a proven self-service interface that works for customers, and an easy-to-use knowledge management workflow for agents. This means that the tool will be highly used, which paves the way for getting more relevant and up-to-date knowledge. The more the knowledge base uses, the more data and accurate knowledge it will be develop as the foundation for AI technologies.
ComAround Knowledge ™ is built on the latest cloud technology and uses Microsoft smart AI services, such as Cognitive Services and MS BOT framework and more to provide intelligent knowledge.
2. Establish best practice knowledge management methods
Knowledge Centered Service (KCS®) is a methodology that provides a detailed description on best practice workflow of reusing, improving, and creating knowledge available to the entire organization and to customers.
According to Gartner you should establish a foundation in knowledge management by using techniques like Knowledge-Centered Service (KCS®) before implementing chatbots or virtual support agent technology. (“When Will AI Virtual Support Agents Replace Your IT Service Desk”, 14 April 2017)
The ComAround solution
- ComAround Knowledge™ is a KCS Verified knowledge management tool at its highest level, KCS v6 Verified.
- ComAround provides KCS Trainers, who are certified experts in KCS®. They train and advise organizations around the world to succeed in knowledge management and self-service.
Read more about KM/KCS training and consulting services.
The business impacts
By establishing an updated and relevant knowledge base using the proven knowledge management tool ComAround Knowledge™ and the best practice methodology KCS®, you will enable and secure the foundation for AI, VSA, chat bots, machine learning and other AI technologies. And you will also get dramatical benefits in your organization such as:
- Improved customer experience
- Efficient onboarding
- Organizational learning
- Operational efficiency
- Reduced support cost
- Self-service success
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