We frequently hear from customers that they have more information distributed across their organization than ever before. All too often knowledge management is not a priority, and teams rarely track what users are looking for but cannot find. Information may be inaccessible or unusable by the people that would benefit from it. We call this the knowledge gap.
Enterprise service and support is one area of the business that can gain huge advantages by understanding this challenge and take action to address it. Organizations must be able to efficiently share knowledge internally and externally in order to effectively solve problems, and to reduce the cost of manual question answering and redundant work handling requests and providing services.
Artificial intelligence represents a significant opportunity to digitize service management. Gartner notes that “a majority of AI initiatives in IT Service Management will fail without an established knowledge foundation.” If you are planning a Digital Transformation, considering a chatbot, virtual assistant or virtual agent, you need to understand your business objectives as well as understand how your knowledge is distributed across your organization. Transformational projects can only deliver on the ultimate promise of AI if it has access to the knowledge embedded across the organization. Regurgitating information from an FAQ is the lowest level of service. Imagine a virtual agent with access to knowledge across all of your applications, that can optimize, build knowledge relationships, auto tune answers, learn from users to improve responses, and more.
Serviceaide CEO Wai Wong says: “Service desks have the opportunity to provide users with the kinds of service levels and seamless experiences that once seemed impossible, but which are now within reach. Our goal is to help you get there.”
For this reason, the launch of Luma Virtual Agent (VA) 2.5 is relevant. Knowledge is key to improving service and support to enable a more agile and autonomous service desk. Luma Knowledge is now integral to Luma VA. These capabilities allow you to serve up knowledge, forging an understanding between the data and the end requester. You can provide better answers by offering contextual suggestions for new content and more effective/timely responses. With AI, you can close the loop to improve knowledge delivery by providing feedback on usefulness back to the knowledge base.
As you review your current service solution, you should consider the following: Do you have a knowledge centered solution? Can you provide your users with a single solution that allows them to access federated data across your organization? Do you have a virtual agent that can forge an understanding between all your data and the end requestor?
Our CTO, Bill Guinn notes: “If you’re not achieving 30-50% ticket deflection today, your knowledge management practice may need an over haul.”
The promise of this type of service does not need to carry a large price tag. While there is a cost to implementing new technology solutions, there is also value. Ask about ways to leverage a virtual agent with knowledge to enhance your service and continue to transform your business.
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