AI-powered content creation feature to be introduced in Serviceware Knowledge

  • Serviceware Knowledge (SABIO) will soon offer AI-powered assistance to support editors
  • Marks the first solution developed at the Serviceware AI Competence Center opened in partnership with Darmstadt University in 2019
  • Previewed at Call Center World exhibition in Berlin

Bad Camberg/Berlin Serviceware Knowledge (previously SABIO) has introduced an industry first AI-supported feature at Call Center World 2020. The new solution called the Content Creation Assistant allows for the fast and efficient supply of knowledge for service employees and will speed up the delivery of knowledge to customers.

The solution was created in Serviceware’s AI Competence Center, which was opened in Darmstadt in 2019 and is aimed at extending Serviceware’s Enterprise Service Platform with innovative technologies using artificial intelligence and machine learning. The new feature means service staff can access a more detailed knowledge database, enabling them to find relevant knowledge for customer queries quicker and provide better answers.

"Knowledge available in customer service teams can grow rapidly, especially in large organizations with complex process environments,” says Dirk Martin, CEO of Serviceware. “Often this uncontrolled knowledge sees information deficits, long processing times, cost increases and in the end unsatisfied customers. The combination of Serviceware Knowledge and the new AI Content Creation Assistant is an exciting solution that further enhances our leading knowledge management software.”

In addition to the development of the specific application, AI specialists continue to research and trial new features for Serviceware solutions in partnership with the Technical University in Darmstadt.

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About Serviceware

Serviceware empowers organizations worldwide to reinvent their service ­processes – digital and highly automated. At the core of our portfolio is the ­AI-­native Serviceware platform. It transforms services across industries, aligns technology and service costs directly with business value, and intelligently connects ­people, processes, and data to form the foundation for service excellence in modern ­enterprises.

Since 2018, Serviceware has been harnessing the potential of artificial intelligence in service management. The continuous advancement of the platform is driven by Serviceware’s AI competence center in close collaboration with TU ­Darmstadt, one of Germany’s leading technical universities.

The Serviceware platform includes solutions for Enterprise Service Management, IT Financial Management, Knowledge Management, Corporate Performance Management, and Field Service Management – deployable individually or seamlessly integrated. Our portfolio is complemented by strategic consulting, managed services, and a strong network of partners in IT security, data management, and endpoint management.

Serviceware serves over 1,100 customers worldwide across diverse industries, including 18 DAX-listed companies and 5 of the 7 largest German enterprises. Headquartered in Idstein, Germany, the company employs over 450 people across 14 international locations.

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