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Universal is an open, scalable, comprehensive and feature rich solution aimed at improving information access across the business. Universal has three main modules that when combined provide a total information solution by accessing both explicit and tacit information from a wide variety of sources.
- Search Module. Users are able to ask a question of a range of community knowledge bases. Questions can be directed to one or more knowledge bases. If a suitable answer is returned, the 'neural' element learns to make a stronger association between the question and the chosen answer. This assists users who may ask a similar question at a later date.
- Expertise Module. In the event that the Search Module is unable to locate a suitable answer, the originator can escalate the question to an expert or group of experts chosen via a taxonomy. Experts can respond with web content or documents.
- Tools Module. It is vital that organisations can measure the effectiveness of such an implementation. This module enables community managers to understand the dynamics of their respective communities. Statistics are made available that highlight knowledge gaps, training needs, areas of expertise as well as user and expert participation.
For more information read the Universal Specification
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