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 March 3, 2020

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.

About Serviceware

Serviceware is one of the leading providers of software solutions for the digitization and automation of service processes (Enterprise Service Management), enabling companies to increase service quality and efficiently manage service costs.  

The Serviceware Platform consists of the proprietary software solutions Serviceware Processes (helpLine), Serviceware Financial (anafee), Serviceware Resources (Careware), Serviceware Knowledge (SABIO) and Serviceware Performance (cubus). The solutions can be used as one integrated platform or independently from each other as stand-alone products. 

Serviceware has more than 900 customers worldwide from various business sectors; among these are 9 DAX companies as well as 4 of the 7 biggest corporations in Germany. Serviceware’s headquarter is located in Bad Camberg, Germany and the company has over 450 employees.

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