Customer Science has introduced Knowledge Quest, an innovative AI-driven knowledge management tool tailored for Australian contact centres. This platform addresses critical issues in customer service by providing accurate and real-time information, thus enhancing data accessibility. By empowering service agents with instant access to updated knowledge, Knowledge Quest aims to reduce handling times and boost both customer and agent satisfaction.
Traditional contact centre technologies often falter due to reliance on outdated databases, leading to higher operational costs and inefficiencies. Knowledge Quest solves this by automatically generating and updating knowledge content, presenting insights on a user-friendly dashboard. Key features include real-time analysis to identify knowledge gaps, automatic draft generation for resolutions, and monitoring knowledge accuracy.
Scott Ward, Director of Product, emphasizes that Knowledge Quest transcends being a mere AI tool; it effectively bridges data and actionable knowledge. The solution enhances compliance, brand consistency, and employee engagement, promising significant improvements in customer service outcomes.
