Without a rich source of data and relevant and accurate knowledge, AI technologies cannot provide intelligent responses allowing predictive support and service.
Many companies are starting AI-projects within the support and service area, such as adding Virtual Support Agents (VSA) and Chatbots. Without a rich source of data and relevant and accurate knowledge, these AI technologies cannot provide intelligent responses allowing predictive support and service. You need to first establish an updated and relevant knowledge base using best practice.
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)
ComAround has been chosen as one of the stand alone knowledge management solutions by Gartner in the report “Hype Cycle for Artificial Intelligence, 2018. 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.
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). ComAround Knowledge™ is based on KCS® and is verified on its highest level 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.
“We are proud to enable organizations AI-projects with intelligent knowledge, says Magnus Holmqvist, CEO and founder of ComAround. We have seen many virtual support agents and chatbots project fail, due to lack to rich source of accurate knowledge.
ComAround also 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.
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ComAround is a global leader that specializes in Knowledge Management and Self-Service Support. Leveraging Intelligent Knowledge powered by Microsoft technology coupled with deep Knowledge Management expertise, ComAround empowers companies to deliver world class support experiences. ComAround customers rapidly transform the way they deliver support to achieve reduced costs, increased revenue, improved workforce productivity, and customer satisfaction.