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Use AI to automatically generate individual responses for incoming service requests, based on your Serviceware knowledge base. The AI offers relevant knowledge articles and composes answers so the service agent can send a reply in a matter of clicks.
The solution
Your team needs to deliver the right answers to a wide variety of requests. This makes it all the more important to keep your organization's knowledge readily available for your customers, effectively and sustainablly: Anytime, anywhere.
By sharing the same information across the entire organization, you will improve internal processes in addition to boosting your customer service. Set the stage for smart process workflows that can be applied across all departments in the company. Use our software to improve your knowledge management and link information from all departments to generate valuable new insights.
Serviceware Knowledge lets you manage all your knowledge in one central knowledge base. An easy-to-use interface ensures that all users get exactly the knowledge they need – when they need it.
HOW YOU BENEFIT
Serviceware Case Studies
WHAT’S INSIDE
ONE SINGLE SOURCE OF TRUTH
Finding things instead of searching for them: With a centrally maintained knowledge database, your staff saves valuable time each day answering questions. In the event that employees get sick or leave the company, the knowledge remains in the organization. A central knowledge database has several advantages: you save time and money, and also ensure the quality of the information that goes out to your customers, since everyone has access to the same source.
Thanks to its powerful search engine, Serviceware Knowledge can provide everything you are looking for. Find relevant knowledge either in your own content or within uploaded documents.
Smart algorithms that learn will improve your search. Find knowledge faster with automatic suggestions and recommendations. Synonyms even help you find knowledge you haven't searched for yet.
Search results are dynamically displayed according to relevance and can be further narrowed down using filters. That way, you can quickly find the right answer.
EASY TO USE
A user-friendly interface ensures that everyone can easily handle the software's knowledge management. The retrieval of knowledge, the conception and also the maintenance and input of information all work quickly and intuitively.
Manage your knowledge tree directly in the user interface. Simply drag and drop knowledge elements and documents to customize your structure. There is no easier way to organize knowledge.
Thanks to an approval workflow and rights management, teams and customers always see only verified and relevant content that is useful for their work.
Create and curate knowledge content quickly and easily with the Content Creation Assistant. You can detect redundancies and missing links as well as edit content side by side that occurs in multiple places.
KNOWLEDGE ACROSS ALL CHANNELS
Thanks to the digital solution for your knowledge management, you always have all important data at hand, wherever you are. The fact that all information is available digitally means that it can be optimally integrated into all workflows. It's efficient, reduces search times and prevents media disruptions.
Provide answers to common questions in FAQs on the website or in the portal. Or - even easier - use the search function from your browser's context menu to display search results from Serviceware Knowledge.
Use the AI-assisted solution bot to answer questions in the chat automatically from the knowledge database. That way, you offer fast self-service for the inquirer and relieve the service team.
Send messages to a specific group or your whole team in Serviceware Knowledge. You can track who has read messages and who has not. In addition, you can send messages via e-mail, prioritize them and assign a validity date.
WHY CHOOSE SERVICEWARE
Just kick off with a test installation and give it a try. When you go live, simply take your knowledge with you. If needed, use our workshops and quick start packages for a straightforward rollout.
With your knowledge management software from Serviceware, you will lay the foundation for your self-service offering. Use your knowledge in FAQ portals, in a chat and make your knowledge base available in the customer portal.
Integrate Serviceware Knowledge into your established standard systems. For example, you can use your knowledge base in your CRM or e-commerce system or the ticket system in customer support.
Case Study
Customer service at Commerzbank brings up the exact right information on the screen when the customer consultants need it. How? With Serviceware Knowledge.
