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Too often, knowledge management solutions simply improve the agent's ability to research a problem. Unfortunately, search is the wrong solution when it comes to improving the speed and quality of customer service. Using search, agents waste too much time hunting for answers, which adds up to longer call times, frustrated staff and – most damaging – disgruntled customers.
Going far beyond search, KANA Agent IQ delivers a guided knowledge approach that dramatically reduces the time it takes to answer customers' inquiries. The solution delivers on-demand advice that intelligently guides agents through the process of diagnosing the inquiry and determining the right answer. Using intuitive information retrieval methodologies that automate best practices for inquiry resolution, your agents can provide consistent, accurate answers without time-consuming searches or extensive training.
With KANA Agent IQ, you can:
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Provide agents with a flexible, advice-driven desktop to evaluate results from various sources of trusted content and efficiently prescribe solutions.
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Leverage existing knowledge assets in resolution processes with the ability to conduct efficient searches that spider data across enterprise systems, databases and content repositories.
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Easily integrate KANA Agent IQ with your existing CRM desktop for automated, context-driven advice across channels.
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Support agents worldwide with a true enterprise solution that offers support for more than 25 languages, including double-byte characters.
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Take advantage of the single knowledgebase for agent knowledge management and customer self-service to offer customers access to the same consistent answers and intelligent guidance that agents use.
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Choose from on-premise and Software as a Service solutions for agent-assisted knowledge management designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.
Highlights
Advice-driven desktop
The advice-driven desktop leverages expert reasoning to automate best-practice diagnostic processes for interpreting the customer's intent and mapping intent to the right answer. Expert reasoning combines multiple information access methodologies that help agents rapidly find the correct solution. These include clarifying questions that turn Natural Language Queries into diagnostic conversations; guided interviews that eliminate answers until the best one is found; expert modeling which leverages specialists' advice to present answers in order of relevance; and dynamic learning that polls solution history and usage to present solutions in order of popularity.
Workflow-managed authoring
Drag-and-drop authoring tools let experts rapidly create and organize content, establish content relationships and categorize knowledge for a trustworthy body of solutions. Easy-to-use Web authoring lets agents, partners and others make contributions to the knowledgebase. Configurable, rules-driven workflow automatically routes all contributions through a review and approval process to increase the accuracy and consistency of solutions.
Knowledge content reuse
Object-oriented design simplifies the process of supporting thousands of products and services by enabling content components to be reused multiple times. Authors create a content object only once for use across multiple cases, problems and questions as well as by multiple audiences, including agents, partners and customers. Maintenance time is drastically reduced, as authors make changes only once. For one KANA customer, content reuse in their knowledgebase implementation has made it easy to support and maintain over 22,000 products.
Dynamic insight
Seamless integration with CRM and back-office systems leverages case and customer data during the resolution process. KANA Agent IQ automatically uses data about the customer and the interaction to fine-tune search paths and recommend targeted, personalized answers. Integration with enterprise systems allows agents to discover relevant answers in databases, content management systems, Web pages and on the desktop. KANA automates the process of extracting, indexing and classifying this external content, which agents can then add to the KANA IQ knowledgebase with the click of a button.
Modular implementation
Phase in KANA Agent IQ's multiple methodologies over time for a cost-effective solution that can be up and running in a just a few weeks. Leverage implementation in the call center for self-service deployment. Start by deploying KANA IQ in the call center to optimize service resolution best practices and ensure the accuracy of solutions. Then roll it out to your customers, which can be as simple as incorporating KANA Customer IQ templates into your existing Web site. KANA customers have often found that the savings achieved from a call center deployment fund self-service deployments.
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