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Knowledge Management in Enhancing CX

The Power of Knowledge Management in Enhancing Customer Experiences

Uthaman Bakthikrishnan

Uthaman Bakthikrishnan

Executive Vice President

A significant portion of Amazon’s revenues are attributed to the product recommendations they give.

The product recommendation engine uses AI that considers your browsing history, preferences, and what people similar to your demography have bought.

Let us look at this.

What is an easy and enjoyable way to watch your favorite movies and TV shows?

You Netflix it.

The personalized recommendation engine and user-friendly interface make finding the content you love easy, making Netflix your go-to streaming service.

Amazon and Netflix use existing data about your preferences and suggest things to keep you happy and improve their revenues.

This is how vital knowledge management is.

Knowledge Management in the Customer Experience Function

Knowledge management is critical in ensuring customer support representatives access accurate, up-to-date, and relevant information, enhancing the overall customer experience.

Here are some of the reasons why it is crucial.

Consistency in Service

All agents will have access to the same set of information and guidelines. This consistency is essential for providing uniform and high-quality service to customers.

Efficiency

Agents can quickly find the information they need, reducing the time spent researching issues and allowing them to address customer inquiries or problems more efficiently.

Quicker Resolutions

A comprehensive knowledge base enables agents to understand better and solve customer issues, leading to quicker resolutions and higher customer satisfaction.

Empowerment

Knowledge management empowers agents by providing them with the tools and resources to handle a wide range of customer queries and issues, reducing the need for constant supervision or escalation of issues.

Enhanced Training

It aids in onboarding and training new agents, helping them get up to speed more quickly and effectively.

Knowledge Management Challenges

While you cannot deny the importance of knowledge management systems, you would still not find them effectively implemented in most organizations.

Why is that so?

It is because putting them together and consistently updating them is challenging. It all boiled down to the customer-facing agents’ discipline in documenting reported issues and the resolutions provided.

There is a deluge of information, and agents often get overwhelmed. They likely miss updating the knowledge management system; over time, you’d lose the knowledge.

However, there is help in the form of intelligence and analytics.

Let us look at some challenges and how intelligence can help them.

Knowledge Silos

Information is scattered across various sources and functions, making it challenging to consolidate and manage.

Artificial Intelligence can integrate information from various sources, including multiple channels and interfaces. Intelligence algorithms can crawl through these disparate sources, extract relevant data, and consolidate them into a centralized knowledge base.

This helps agents access comprehensive information in one place, eliminating silos.

Information Overload

Customer service agents can be overwhelmed by the volume of information available from disparate sources, making it challenging to segregate and group them.

Artificial Intelligence can suggest context-aware recommendations so that the agents receive information tailored to the specific customer issue they are addressing.

This helps the agents find the most pertinent information quickly.

Quality of Information

Ensuring the accuracy and relevance of knowledge articles is a constant challenge. Sometimes, information can become outdated as well.

Artificial Intelligence algorithms can review user feedback, ratings, and comments regarding knowledge articles. This feedback loop will help you identify pieces that require updating. It can even monitor regulation changes, product specifications, or other relevant factors.

This helps maintain the accuracy of content accessed frequently.

Besides these stated challenges, intelligence can help in the following:

Proactive Support

AI and ML can analyze historical customer interactions and identify patterns that indicate potential issues and trends.

It will allow agents to address problems before they escalate. It also will aid in resource allocation, ensuring that suitable agents with the appropriate expertise can handle anticipated issues.

Chatbots and Virtual Assistants

AI-driven chatbots and virtual assistants can handle routine and transactional customer inquiries and tasks.

These can help reduce the workload of human agents, freeing them up to handle complex queries.

Self-Service Portals

Self-service portals can be enhanced with AI-driven search capabilities. When customers seek answers independently, AI can provide context-aware results, suggesting relevant articles or resources.

This allows customers to find solutions on their own, reducing the need to contact customer support.


Knowledge management empowers organizations to provide timely, accurate, and relevant information to customers, whether it’s through self-service portals, proactive notifications, or well-informed customer support.

Knowledge management is vital for customer service agents as it directly impacts the quality of customer support provided. By leveraging AI and ML, organizations can overcome many challenges associated with knowledge management, leading to improved customer experiences and more efficient customer service operations.


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