Oct 30, 2018

USU presents innovations at the ICMI Contact Center Demo 2018

USU’s unymira division is to present its knowledge-based portfolio pertaining to the topic of digital customer service at the ICMI Contact Center Demo. This will take place in Las Vegas from November 12-14, 2018. At one of the industry’s most important events, unymira’s experts will give live, practical demonstrations at booth 317 that will address how to respond to customer inquiries in a fast, efficient and high-quality manner, which will therefore enable an increased level of customer satisfaction on all support channels. Service center employees will benefit in future from key innovations in the ACTIVE knowledge base Knowledge Center, such as a self-learning search that is based on AI technologies and a crowdsourcing approach and pools the relevant knowledge of a large group of users. Self service and chatbots are other core topics when it comes to providing customer-centric organizations with end-to-end, automated support over all service channels. As a result, the customer experience and key performance indicators (KPIs), such as the first-call resolution rate and call handling time in customer service, can be significantly improved.

New version of Knowledge Center 
The ACTIVE knowledge base Knowledge Center is the heart of knowledge management at many service organizations. And Knowledge Center’s ACTIVE document technology is unique and has now become established as a new standard in the service center world. Version 6.9 offers in particular a new generation of search: the AI-powered search. This saves all of the agents’ knowledge stemming from searches. The result is a constantly growing pool of questions, synonyms and terms in an industry and language, enabling users to find the precise documents they need.

New functions for web self service 
The smart web self-service solution Knowledge First now boasts significantly improved integration, particularly for one-page sites. The application not only leverages the knowledge base’s content, but also offers users enhanced service functions, such as push messages, filters, etc. Dynamic provision of tailored information helps resolve customer queries to suit their needs, any time, anywhere. 

New Knowledge Bot solution 
With its Knowledge Bot, unymira enables content from the central knowledge base to be used in bot dialogs – a logical continuation of the trend toward service automation. The use of text-based dialogs also allows knowledge from Knowledge Center to be offered on websites or in social networks. Users can maintain knowledge in a structured, simple and efficient way, ensure its quality and make it readily available. The integrated learning function means the bot can be trained by agents’ daily work and so automatically improved. Knowledge Bot also has interfaces to integrate components from other vendors, such as Facebook or Microsoft functions.