Knowledge Management

The trueAct Software Suite supports the automatic build-up and use of knowledge in connection with customer service. Processing of customer requests can consequently happen faster and in consistent high quality. For an excellent «Customer Experience».

Knowledge Management means Bringing Knowledge to the Customer!

Dr. Robert Molidor – The goal when implementing the Customer Care Concept is to get the knowledge of the Service Organisation to customers as far as possible. This knowledge management leads to a faster solution of customer requests. Additionally it also provides relief of highly qualified employees of the Organisation. Knowledge about preferences and needs of people is mainly generated in the course of direct dialogue, for example during an order, a complaint or a suggestion for a new service. Therefore it is essential to capture all customer interactions across all contact channels to guarantee successful knowledge management.

Understand Customer Requests by Means of trueAct

With the help of the software module trueAct NLP (Natural Language Processing) written inquiries can be analysed and compared to already existing reference requests. The comparison of patterns (combinations of words) in the knowledge database provides allocation

to a topic (e.g. complaint)
to an organisational unit (e.g. order management)
to a suitable solution for the respective inquiry

Automatic Knowledge Management in Service Organisations with trueAct

The Organisation defines a certain number of customer inquiries (reference requests) which have resulted in a category and re-usable solution. These reference requests are uploaded into trueAct knowledge management. The software automatically identifies set patterns for each category and stores them in the knowledge database together with the respective solution. Patterns are consequently tested by means of the reference requests. The hit ratio generally lies over 80%. By means of manual adjustment of patterns, the hit ratio can be increased further.

Knowledge Support in Email Response

Based on language and content of a customer inquiry the customer service agent is directly provided with suggestions for solution and text modules for response in trueAct. These can be used for the creation of an email response. The process can be automatically complemented with further text blocks for correct greeting and signature. Greeting and signature are taken from customer data and address data of the service agent. Thus, the entire email response can be put together by one single mouse-click.

Knowledge Support in Answering Customer Inquiries by Phone

After automatic identification of the customer calling in (CTI) case templates for frequently submitted inquiries are proposed on the basis of the customer segment to which the caller belongs.

A case template can contain predefined values for all relevant fields for the description and solution of the case.
In the template those fields can be selected that are meant to be used for the case to be created.
If no suitable template exists for the customer inquiry or if the latter does not contain any solution, further possibilities for knowledge support are available.

Automatic or manual Categorisation of Customer Requests

A manually captured customer request can, in the same way as an email, be automatically analysed and categorised content-wise. If no automatic solution is possible, further information can be displayed after automatic or manual categorisation:

Knowledge-cases (especially «marked», already solved cases that contain a reference solution for specific problems)
Similar cases (inquiries of other customers that are already being processed and are comparable content-wise)
Actual mass events (Grouping of cases for common processing and response)
Links to external knowledge databases (display of suitable knowledge matching the problem from external sources)