When looking for virtual assistants to solve business issues, one important element to remember is: knowledge is key. Complex machine learning algorithms and natural language processing, two important pillars of artificial intelligence, are most effective when combined with a knowledge base and an enterprise knowledge management system. In the race to build AI-powered assistants, the industry has focused on providing platforms to enable clients to develop their own chatbots, with a strong emphasis on cognitive services, such as sentiment analysis and natural language understanding. But many players of the AI industry fail to realise the importance of a high-quality knowledge base and an enterprise-class knowledge management system. Therefore, virtual assistants built on top of these platforms must go through a labour-intensive process to learn the client-specific knowledge. Additionally, a knowledge update can also be cumbersome to manage and difficult to scale.

 

More than 90 000 solutions to known issues with Upland Knowledge-Paks

 

Konverso understands that a strong enterprise knowledge management system is essential for an effective digital workforce. For this reason, we have partnered with Upland RightAnswers to use their IT Service Desk knowledge base to offer a virtual assistant that is immediately effective at optimizing your IT support functions. Konverso’s Kbot integrates directly with RightAnswers’ Knowledge Management System. With Upland Knowledge-Paks, it provides more than 90,000 accurate solutions to know issues, for more than 600 software applications. With this integration, Kbot begins the first day on the job with access to one of the most extensive knowledge bases on the market.

 

Konverso Kbot provides easy access to this knowledge base

 

Konverso’s Kbot also possesses machine learning capabilities which allow it to build on this knowledge base and quickly learn to fix issues specific to customers’ context. Since, according to Upland, 40-50% of employee requests to the IT Service Desk are recurring, the Kbot facilitates employee self-service by automating the responses to these requests at an effective rate higher than 80%. This result is an average of 30% less calls to the Service Desk, enabling support teams to focus on more challenging tasks. Kbot also leverages its machine learning capabilities to categorize emails and tickets incoming to the Service Desk. This way, it eliminates bottlenecks and accelerates incidents and requests management. RightAnswers provides an extensive and customizable knowledge base, and Konverso increases the adoption of this valuable solution by making its use easier and more effective, both for employees and Service Desk agents. The Konverso-RightAnswers partnership is one that truly offers more than the sum of its parts.

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