FAQ
Frequently Asked Questions
Shift from Knowledge Creation to Curation with Large Language Models (LLMs) and Actionable Insights
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Knowbler is the world’s first generative AI powered solution for customer support teams to create, review, and share knowledge, within their workflows. Support agents can create knowledge on-the-go with a single click. It leverages the Large Language Model (LLM), AI & ML algorithms, and other techniques to deliver impeccable knowledge management, automate complex processes, make data-driven decisions, and improve operational efficiency.
Knowbler is for support agents, knowledge workers, and content teams to create, review and share knowledge. It assists knowledge and KCS experts in understanding the quality of their knowledge base, agent participation in creating this knowledge and measure the overall effectiveness of the same in enhancing customer experience.
Agent Resistance in Creating Knowledge: Oftentimes, there is an inherent resistance among customer support and knowledge teams to create and document knowledge around successful resolutions and hence, tacit knowledge fails to be captured. With the power of generative AI, Knowbler aims to accelerate and optimize the process of knowledge capture, management and quality analysis, to assist organizations improve operational efficiency and customer self-service.
L1 Managers Don’t Have the Big Picture: Managers spend 98% of their time putting out fires, escalations and break-fixes. They act as enforcers and miss the larger picture of customer self-service and operational efficiency gain. With a tool like Knowbler, they can visualize the organizational benefits that a knowledge-first culture brings to the table.
Knowbler can currently be integrated with Salesforce Service Cloud, Zendesk Support, Microsoft Dynamics 365. Integration with Servicenow, Khoros, Sugar CRM, Document 360 and Right Answers is in our immediate roadmap.
Knowledge-Centered Service (KCS) best practices suggest that Support Agents should “Search early, Search often” in order to find issue-resolving information. Knowbler makes it easier for them to find, reuse and dynamically create KB articles directly within their workflow. But what if your Support Agents and Customers need to find information that lives outside of your Knowledge Base?
This is where SearchUnify comes in, making issue-resolving information from across multiple sources findable & actionable within one single interface. Support Agents can reuse this knowledge with customers, and if a new KB article needs to be created to fill this gap in the Knowledge Base, one can use Knowbler to do that with a single click.
Yes, the draft article created by Knowbler can be modified suitably by the author prior to submitting for review.
Yes, Knowbler considers comments on the case, the subject of the case, description of the case and resolution by default while auto-creating content. The admin has the full capability to select or add custom and standard fields as well if one wishes to consider those for auto-creation.
Knowbler allows an agent to search first within the existing KB and look for a similar article w.r.t the case they are working on.
Yes. In fact, we recommend attaching knowledge articles via Knowbler, since while linking it can allow the agent to choose whether the article was a resolution article/reference article.
Yes, an admin can choose to evaluate articles on six criteria including Uniqueness, Completeness, Content Clarity, Title Accuracy, Link Validity and Metadata Correctness. All Content Reviewers can view a Predicted Score tab on launching Knowbler in their CRM tool. The predicted score is generated via our ML algorithm that determines the accuracy percentage of the article.
The implementation depends on the customizations one would require to fit in Knowbler within one’s workflow. For most standard implementations, the timeframe is 2 weeks.
If an organization is using Glean, Elastic, Coveo as the search tool, one can use Knowbler without any limitations. Knowbler is publishing articles into one’s Knowledge Base, where these assets can be indexed and made searchable by one’s cognitive search vendor.
Knowbler analytics are available OOB. The type of Search Analytics available to you will depend entirely on the capabilities of your search vendor (ex. Self-service Success, Case Deflection). If these analytics do not exist, it may limit your ability to assess the value of Knowledge reuse and drive improvements.
Knowbler can support rich text fields and with a custom editor that supports media as well.
Analytics provides insights into how well agents are adapting to the knowledge-first approach. One can monitor adoption with the reports in Analytics , which updates every 30 minutes.
Information on knowledge generation can be found in Overview. Through Contributor Analytics, one can recognize star performers. Detailed analytics are also available to measure content performance - article Usage Analytics and Low Impact KB Articles.
Yes. Knowbler offers the option to seamlessly integrate your preferred LLMs, including those like OpenAI and Bard. This integration empowers you with the flexibility to have oversight over the LLMs employed while leveraging the robust security protocols and measures upheld by Knowbler. If you choose a Partner LLM like AWS Bedrock, the partnership rigorously upholds stringent data security standards, ensuring data remains safeguarded during both transit and storage through the implementation of robust encryption and stringent access controls. It's imperative to underline that in this collaborative effort, neither Knowbler nor AWS Bedrock employs your data, prompts, or customer-specific information for training foundational models. Our unwavering commitment to data confidentiality and privacy takes center stage in our partnership with AWS Bedrock and the integration of partner LLM.
Yes, Knowbler has been a game changer for many organizations. One of our valued customers, Syntellis witnessed a 50% increase in the number of articles created within 3 months of adopting Knowbler, which helped in improving search relevancy and knowledge availability. Here’s a video testimonial by Kristin Hunter, Senior Manager of Customer Content Strategy and Operation at Syntellis: https://www.searchunify.com/video/customer-speak-syntellis/
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