A knowledge base provides a single source of truth for call centers. Contact center agents rely on knowledge base systems as the main point of reference for the entirety of their business’ processes and protocols. Many knowledge bases exist as static or manual databases with limited searchability. This requires agents to memorize large amounts of company procedures or search out next-best actions for complex requests–often while a customer is on hold.
By contrast, a knowledge base platform with an added layer of conversational AI removes the barriers between information streams. This allows real-time assimilation of customer data and relevant knowledge to be brought to the surface, making all key data available to agents the moment they need it.
The increased efficiency of an AI-assisted knowledge base reduces agent anxiety and customer wait times. The time saved by the near-instant surfacing of relevant information gives agents more time to accurately troubleshoot client concerns and focus on what matters most–customer experience.