Verint Knowledge Management Helps Elevate CX and Improve Operational Efficiency
A Single Source of Truth
Verint Knowledge Management integrates seamlessly across your business operations, powering self-service, contact center efficiency, and ensuring consistency across the hybrid workforce.
Increase Agent Capacity
Use Verint Knowledge Management with any agent desktop environment, delivering your agents the right answers at the right time through AI-powered search to reduce average handle time.
Improve IVA Containment
Accelerate the creation of smarter Intelligent Virtual Assistants by leveraging accurate knowledge from a single source of truth.
Deliver Knowledge Management AI Outcomes
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革命性的AI驱动 Knowledge Management
Make knowledge discovery easy with a revolutionary AI-powered approach that increases agent capacity and drives business outcomes.
- Removes the need for multiples searches with a single search bar across all knowledge sources.
- Uses Generative AI to summarize results, curated for the contact center, to make answers easy for agents to consume.
- Improves agent efficiency with high quality answers that reduce call duration by one minute.
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自动化内容创建与知识创建机器人
Leverage the power of artificial intelligence to identify knowledge gaps and use generative technology to create knowledge assets with the touch of a button.
The AI-powered Knowledge Creation Bot enables your employees and Intelligent Virtual Assistants to benefit from a more complete, accurate, and useful knowledge base – helping to reduce average handle time, increase first contact resolution, and improve CSAT scores.
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启用无缝客户体验与知识建议机器人
To provide seamless customer service, agents need the right information at their fingertips. The Knowledge Suggestion Bot does just that. It provides agents with context-specific knowledge in real-time, just when they need it.
Armed with the right information, agents are able to reduce average handle time, increase first call resolutions, and improve CSAT scores.
Power Great Customer Experiences with Verint Knowledge Management
Provide Faster Customer Service with Contextual Information
Your products and processes frequently change, and the amount of information housed within your organization grows daily. Verint Knowledge Management uses context from customer history to personalize results, resulting in the right knowledge appearing with little to no searching.
Remove Employee Burden with Automated Content Curation
新内容会自动进行分析和优化，以便于搜索，从而减轻手动标记和链接的负担。这确保了您的员工无论通过何种渠道，都能快速回答问题，帮助应对当今复杂的全渠道客户服务期望。.
Reduce Inbound Volume by Enabling Customer Self-Service
Provide knowledge through configurable web self-service, intelligent virtual assistants, and social community applications to help drive online customer satisfaction and reduce call center contacts. Verint Knowledge Management uses proprietary artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.
A Proven Solution That Works at Enterprise Scale
从已在一些最大、最复杂的组织中部署的成熟解决方案中受益，涵盖多种语言、数十万个内容对象和企业级使用。.
ISG研究：Knowledge Management购买指南
人工智能作为提高客户服务效率的工具的出现，突显了企业需要重新思考如何创建、管理和共享其公司知识。.
要更好地了解购买标准，并了解为什么Verint Knowledge Management™被评为市场领导者，请立即阅读ISG Research™Knowledge Management Buyers Guide 。.
阅读报告
Knowledge Management 用例
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Knowledge Management for Your Agents
Your contact center agents field an unending stream of complex questions every day. Why not improve your knowledge delivery and make it easy for them to find the right answers?
With the right knowledge management tools, your agents can:
- 使用日常语言查找最新信息。
- 查看相关知识，无需搜索。
- 遵循指导决策树来排查复杂问题。
- 降低平均处理时间，同时提高客户满意度。
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Knowledge Management for Your Customers
自助服务现在是您的客户服务组织的第一道防线，必须被视为重中之重。.
Modern knowledge management for self-service can help you:
- 提供更优质的客户体验，同时降低成本。.
- 为客户提供快速便捷的帮助方式。.
- 了解客户的需求，而不必精确匹配关键词。.
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Knowledge Management for Compliance Challenges
当今的合规要求过于繁多和复杂，代理人无法记住所有需要遵守的信息。.
With the right automated knowledge management processes, they don’t have to. With Verint Knowledge Management, you can:
- 创建一个共享的政策和程序库，以帮助确保对客户问题的一致回答。.
- 在特定流程中自动呈现所需的知识和脚本。.
- 引导代理逐步完成复杂程序，确保所有必要步骤都得到遵循。.
阅读《Knowledge Management 》完整指南
Knowledge Management Resources
常见问题解答：Knowledge Management 平台
Knowledge Management 系统（KMS）是一种信息系统，用于在组织内部存储、分析和传播知识。KMS帮助组织捕捉、组织和共享知识，以便更有效地使用这些知识。
有许多不同类型的Knowledge Management 系统，从简单的文档管理系统到复杂的基于人工智能的系统。
当今的组织面临着日益增加的数据和信息，这可能会让人不堪重负且难以管理。Knowledge Management 系统通过快速识别新知识并在各个地区和地点扩展智能，帮助组织变得更有效，以支持分布式劳动力。.
Traditional knowledge management relies on manual updates and keyword-based searches, which can be slow and inconsistent. AI-driven solutions automate content curation, use generative AI to summarize results, and provide intelligent recommendations. This ensures employees and customers get accurate, real-time information without searching through multiple sources.
Seamless integration across contact centers, self-service portals, and intelligent virtual assistants ensures consistent and accurate knowledge delivery across all customer touchpoints. This approach enables customers to find answers quickly, regardless of how they engage with a business.
Modern knowledge management tools are essential for managing organizational knowledge effectively. They utilize AI and natural language processing to identify and bridge knowledge gaps, handle unstructured data, and ensure data quality. These tools also support knowledge sharing and 提供 actionable insights, making it easier to manage and leverage knowledge assets within an organization.
AI plays a crucial role in enhancing knowledge management strategies by improving search capabilities and delivering relevant insights. Machine learning algorithms analyze user behavior and user intent to provide personalized knowledge delivery. AI also aids in ethical and compliance monitoring, ensuring that knowledge management practices are both efficient and compliant with regulations.
Transforming knowledge management processes can significantly benefit organizations by redefining how knowledge is discovered, shared, and utilized. By integrating AI and machine learning, organizations can gain deeper insights into their data, improve data management, and enhance overall knowledge delivery. This transformation leads to more effective management of knowledge assets and supports the continuous improvement of knowledge management strategies.
Yes, by streamlining agent workflows, improving self-service options, and automating knowledge discovery, businesses can reduce operational costs. Call deflection, fewer escalations, and optimized agent productivity lead to significant savings while improving service quality.
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