Mountain View, CA | November 25, 2024 – SearchUnify, a leading enterprise agentic platform, today announced the launch of its new gamification module within Knowbler, its knowledge-centered agentic solution. This innovative addition empowers support organizations to boost agent performance, foster a knowledge-sharing culture, and drive exceptional customer experiences.
The new gamification module introduces a dynamic Knowledge Champion Dashboard, providing agents with real-time insights into their performance, progress, and contributions to the knowledge base. The dashboard provides a centralized hub for agents to track their performance, view leaderboards, and earn badges based on their contributions. This dashboard includes two key sections: Leaderboard and Performance Insights. The leaderboard showcases the top 10 performers for both Knowledge Linking Index (KLI) and Knowledge Contribution Index (KCI), with detailed metrics and rank progression indicators. The Performance Insights section offers personalized performance data, historical trends, and targeted recommendations for improvement.
Key Metrics under Knowbler’s Gamification Module:
- Knowledge Linking Index (KLI): KLI measures how effectively agents leverage existing knowledge by linking articles to cases. A higher KLI indicates a strong knowledge-sharing culture, leading to faster resolutions and increased customer self-service. It’s calculated as (Closed Cases with Knowledge Linked / Closed Cases with Linking Opportunities) * 10.
- Knowledge Contribution Index (KCI): KCI tracks agent contributions to knowledge creation. By creating high-quality articles, agents improve productivity, reduce escalations, and enhance the customer experience. It’s calculated as (Closed Cases with Knowledge Created / Closed Cases with Creation Opportunities) * 10.
- Knowledge Effectiveness Index (KEI): KEI assesses the value of agent-created knowledge. It considers reuse by other agents, contribution to self-service, and customer satisfaction ratings. A higher KEI indicates impactful knowledge creation, improving organizational learning and customer experience. It’s calculated using a weighted average of the three metrics.
Agents earn badges based on their KLI and KCI performance, fostering healthy competition and recognizing top contributors. The badge system is tiered and aligns with configurable rolling periods (12, 18, or 24 months), offering progressive challenges and rewards.
Knowbler seamlessly integrates gamification into the agent workflow. Upon case closure, agents are prompted to create knowledge articles when appropriate, streamlining knowledge capture and encouraging continuous content contribution.
Benefits of Knowbler’s Gamification Module:
- Increased Agent Engagement: Gamification makes knowledge creation fun and rewarding, motivating agents to actively participate and contribute.
- Improved Knowledge Base Quality: By incentivizing knowledge creation and optimization, Knowbler ensures that the knowledge base remains accurate, up-to-date, and relevant to customer needs.
- Enhanced Support Efficiency: Faster access to relevant knowledge empowers agents to resolve cases more efficiently, leading to improved First Call Resolution (FCR) and reduced handle times.
- Elevated Customer Satisfaction: A comprehensive and up-to-date knowledge base enables better self-service and faster resolutions, resulting in increased customer satisfaction.
About SearchUnify
SearchUnify is an enterprise agentic platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SearchUnify Virtual Assistant (SUVA), Agent Helper, Knowledge Enabler (Knowbler), and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.