How To Convert Your Customer Support Agents Into Knowledge Workers?

The modern-day whirlwind of the support industry pushes customer support agents to be limitless. To stay ahead, enterprises must empower their agents to become proactive knowledge workers – contributing a dynamic knowledge-sharing culture, building and refining a robust knowledge base, and ultimately driving more efficient and effective customer experiences.

As knowledge within the enterprise grows and evolves, it’s essential to equip your support teams with the tools they need to thrive in this new, knowledge-driven environment.

Let’s explore how support agents can thrive as knowledge workers in an enterprise.

Benefits of Transforming Support Agents into Knowledge Workers

• Fosters the maintenance of an Updated Knowledge Base: Outdated knowledge slows resolution times and dwindles customer trust. Thus, involving agents as knowledge contributors ensures information remains relevant, up-to-date, and aligned with customer needs. Forrester reports a 23% reduction in repeat inquiries for enterprises that regularly update their knowledge base.
• Drives Faster Resolutions: Knowledge workers can proactively refine and create knowledge as and when a new issue arises. This quick and iterative process improves first-call resolution rates, resulting in 25% faster resolutions for intricate issues.
• Encourages Knowledge-Sharing: When agents actively share knowledge, document it and foster a collaborative team environment, they prioritize knowledge over silos. This helps enable faster onboarding, skill transfer, and more satisfied agents and ultimately, customers.

Enters Knowbler To Empower Agents Excel in Knowledge Management

SearchUnify Knowbler is an intelligent, knowledge-centered customer service product designed to streamline knowledge creation and maintenance. With advanced machine learning algorithms, Generative AI, and Large Language Models (LLMs), Knowbler empowers enterprises to capture, structure, find, reuse, improve, and optimize knowledge seamlessly within their workflows. Enterprises can enhance their agent productivity, knowledge base quality, customer support, and self-service experiences by integrating directly within their systems.

1. Automatic Knowledge Capture

SearchUnify’s Knowbler automates knowledge documentation and knowledge capture from customer interactions. By automating the capture of repetitive queries, agents are able to focus on addressing unique challenges rather than spending time resolving the same queries. Moreover, with an LLM-fueled next-best-action recommendation system, Knowbler provides article topic recommendations and integrates those recommendations to ensure that the knowledge base aligns with the customers. That’s because the voice of the customer is the most important aspect of the self-service ecosystem.

2. Agentic AI-Fueled Content Creation

Agentic AI-fueled Knowbler helps in creating well-structured knowledge articles with pre-defined templates, ultimately saving time and enhancing knowledge quality. This contributes towards a faster and more effective problem-solving approach.

Knowbler’s ‘Knowledge Creation Opportunities’ helps identify gaps and suggest content creation with human oversight, pre-defined templates, AI-generated articles, and more.

• Real-Time Content Optimization with Intelligent Analytics: SearchUnify’s Knowbler provides data from different metrics:
  Knowledge Health Analytics leverages the power of machine learning to offer real-time insights into content health and standard:
• Content Health Analytics: Each article is evaluated and scored based on uniqueness, completeness, content clarity, title accuracy, link validity, and metadata correctness.
• Content Health Summary: Lists down the content health parameters with articles that fail to meet the criteria.

Then there’s article duplicacy flagging to identify redundant content, and reduce information overload for both support agents and customers:

• KB Data Visualization: Visualizes the correlation between the cases logged and knowledge base data. Moreover, it identifies the overlap between incoming cases and existing knowledge to help map and address knowledge gaps. The lack of overlap highlights the dire need to create new knowledge for that specific case.

3. Effortless Knowledge-First Culture

Knowbler promotes a knowledge-first culture with ‘Agent Activity Metrics’ to measure agent contribution towards the knowledge base. The metrics are analyzed via the ‘Knowledge Champion Dashboard’:

(a) Knowledge Linking Index (KLI): Measures the extent to which agents reuse and link knowledge articles to cases as a reference for other agents. This metric encourages agents to utilize the knowledge base effectively, making it easier for the team to find relevant knowledge timely.

(b) Knowledge Contribution Index (KCI): Measures agent’s contribution to creating new knowledge articles. It focuses on the opportunities present and utilized by the team. Includes measuring the following aspects:

– Agent’s maximum contribution towards knowledge creation

– Number of knowledge creation opportunities assigned

– Articles created from the assigned knowledge creation tasks

Under this metric, the impact is measured in terms of knowledge creation.

(c) Knowledge Effectiveness Index (KEI): This index measures the impact of agents’ activities. These activities might include creating knowledge, attaching and linking articles as a reference for other agents, and more.

Here’s what this index calculates:

• Knowledge sharing impact: How often do others share knowledge and how many agents are benefiting from it?
• Customer impact: How is that knowledge helping customers solve issues independently?
• Quality assessment: What is the average rating given by customers to your knowledge articles?

Why Enterprises Should Invest in SearchUnify Knowbler? 

• Helps Boost Agent Productivity: Knowbler empowers agents to access and update knowledge effortlessly, driving operational efficiency. According to McKinsey, streamlined access to relevant information can increase support team productivity by 25%, saving valuable time otherwise spent searching for answers. The result? Faster ticket resolutions and better resource utilization.
• Maximizes Enterprise Knowledge ROI: By fostering a proactive knowledge-first culture, Knowbler ensures that enterprise knowledge is not just maintained but strategically deployed and continuously improved. Agents become skilled curators and creators, leveraging the knowledge base to streamline workflows, deflect repetitive queries, and deliver a measurable return on investment through higher efficiency and reduced operational costs.
• Enhanced Customer Satisfaction: With the help of an updated knowledge base, agents have accurate and consistent answers to customers, thus reducing escalations and leading to a more enhanced customer experience. Enterprises prioritizing knowledge management see a 12% increase in customer satisfaction scores because their knowledge workers quickly and accurately address all the queries.

Recognize Agent’s Potential With Knowbler

Agents are the pillar of effective and timely service delivery in a customer support ecosystem. So, why not help them elevate their roles by transforming them into knowledge workers and identifying their value in building a resilient knowledge-first ecosystem?

By prioritizing knowledge management, enterprises can drive operational efficiency, boost customer satisfaction, and maintain a competitive edge in the dynamic customer support landscape.

In short, by adopting Knowbler, enterprises not only optimize their support operations but also future-proof their customer experience strategy in a competitive marketplace.

Request a demo to see how SearchUnify Knowbler helps agents become knowledge workers.