Mountain View, CA | August 8, 2024 SearchUnify Knowbler, an intelligent ML and Generative AI-powered knowledge management solution, today announced the launch of its latest feature, “Case Cluster Driven Article Topic Recommendations,” designed to empower businesses with data-driven insights for strategic content creation within their knowledge bases.
Fueled by insights from Knowbler’s Knowledge Gaps Visualization report (which visualizes the correlation between cases logged and knowledge base data), this innovative feature leverages advanced clustering algorithms to analyze case data and identify patterns, grouping similar cases into distinct clusters. This helps identify and map overlaps between case clusters and knowledge articles. Further, each cluster view can be micro-viewed to understand the details of cases which form a part of that particular cluster in question.
By analyzing these clusters and their overlap with existing knowledge articles, Knowbler’s Intelligent Insights dashboard now provides actionable recommendations for new article topics, directly addressing identified knowledge gaps. It also recommends case clusters and article topics to prioritize, reducing the manual effort required to perform the same activity.
“We are thrilled to introduce Case Cluster Driven Article Topic Recommendations as part of our ongoing commitment to delivering intelligent and intuitive knowledge management solutions,” said Tanya Dhar, Product Manager, Knowbler. “This feature provides valuable insights that empower businesses to proactively address knowledge gaps, enhance the self-service experience, and ultimately improve customer satisfaction.”‘
Key benefits of Case Cluster Driven Article Topic Recommendations include:
- Data-Driven Insights: Gain a clear understanding of knowledge gaps by analyzing case clusters and their overlap with existing content.
- Strategic Content Creation: Prioritize article creation based on identified gaps and maximize the impact of knowledge management efforts.
- Enhanced Self-Service: Empower customers and agents with easy access to relevant information, reducing resolution times and improving overall satisfaction.
- Enable Continuous KB Improvement: Dynamically update the knowledge base based on evolving customer needs and ensure its ongoing relevance and effectiveness.
The “Case Cluster Driven Article Topic Recommendations” feature is now available as part of Knowbler’s Intelligent Insights module. To learn more about this feature and its capabilities, please request a demo: https://www.searchunify.com/request-demo/
About Knowbler
SearchUnify Knowbler is an intelligent, knowledge-centered customer service product designed to streamline knowledge creation and maintenance. Powered by 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. By integrating directly within their systems, enterprises can enhance their agent productivity, knowledge base quality, customer support, and self-service experiences.
About SearchUnify
SearchUnify is a unified search cognitive 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), Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
