Universal Knowledge

KPS develops and markets Universal Knowledge (Universal), a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features. Universal can be deployed to customer service staff, internal intranet users, external customers and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface.

With automatically created FAQ lists, shortcuts to the most popular documents and the ability to flag knowledge gaps and capture new knowledge at the point of search, Universal is a powerful knowledge management tool for use in the following areas:

1. Contact Centres, Call Centres, Service Desks and Web self-service

All organisations are currently striving to become more efficient while also striving to improve customer service. With Universal you can empower call handling staff with the vital knowledge needed to quickly and accurately answer customer questions, while at the same time drive efficiency savings via increased first call resolution and a reduction in call durations and costly call escalations. Additionally self-service offers significant cost savings to organisations by reducing avoidable contact, with Universal end users are able to find solutions to their problems without the need to call for assistance.

2. Public Services Websites

Increasingly Citizens require easy access to information on local government services online and often this is when Council Call Centres are closed. The KPS Universal product ensures Citizens can find information quickly 24x7 and reduce avoidable contact with the Council Call Centre.

3. HR Portal

Commonly this information is held in policy and procedure documents which are available from a company’s intranet. With Universal, users can search these documents using their own natural language and will be presented with a list of accurate results. Not only are the documents presented to the user – the best matching areas of the documents are automatically presented. This is particularly useful with large documents and means deployment time is dramatically reduced with no rework of existing documents required.

4. Sales Proposals

Reduce rework each time you respond to a sales tender. Existing responses/templates can be included in the knowledge base for easy retrieval, reducing response times and ensuring consistency of response.

5. Portal search

Add Universal as the search component for your intranet/website/SharePoint repositories. Universal’s simple configuration to include pages from a website or documents from a SharePoint repository means you can take advantage of Universal’s powerful natural language search technology.

Universal allows information in a vast array of formats to be included in the knowledge base. Whether it is office or pdf documents on a fileshare or information on a corporate website or intranet, Universal simply points to where the information is and, with one click, indexes the required information into the Knowledge Base.

A comprehensive but simple security model means that information can be made available where it is required. A configurable taxonomy structure provides the framework for organising information, applying the required security and optimising the search. With simple point and click configuration, your company’s information can be organised into a structure which makes sense for you.

With an understanding of how questions are phrased, a unique learning capability and Neural pattern matching technology, Universal will quickly match users’ questions with the right solutions – no matter where this information is held within your organisation.

Universal Knowledge

KPS develops and markets Universal Knowledge (Universal), a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features. Universal can be deployed to customer service staff, internal intranet users, external customers and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface. The KPS solution helps to identify and fill knowledge gaps making new solutions available for future use.

Customer service desks are increasingly under pressure to make efficiency gains while at the same time providing a faster, more accurate, more consistent service to customers. The KPS solution can improve agent productivity by providing one click access to relevant knowledge.

By implementing the KPS solution you can expect a rapid ROI with savings and benefits in the following areas:

• Improved rate of First Contact Resolution (FCR)
• Reduced call durations
• Reduced training time for new employees by having instant access to a Knowledge Base
• Reduced call numbers if self service is implemented
• Consistent and accurate solutions given to customers
• Dynamically created FAQs for fast access to common solutions

In addition to Universal’s powerful natural language and advanced search technologies, it is possible to ‘Ask the Expert’ where no suitable knowledge can be found. This module is designed to tap in and extract tacit knowledge from your company experts’ thus increasing the size and usefulness of the knowledge repository.

Extensive reporting is built into the KPS solution which provides ‘out of the box’ metrics that helps guide management to focus resources into areas where knowledge gaps exist and training is required.

The KPS product integrates easily with IT Service Management (ITSM), call logging and CRM applications.

Universal Knowledge

KPS develops and markets Universal Knowledge (Universal), a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features. Universal can be deployed to customer service staff, internal intranet users, external customers and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface. The KPS solution helps to identify and fill knowledge gaps making new solutions available for future use.

The technology behind Universal’s Knowledge Management tool provides intelligent search and a unique learning capability which constantly enriches the knowledge base’s understanding of how questions are asked and solutions are used. Users simply express their question using their own natural language and a list of possible solutions is returned. A number of unique features make Universal optimal for web self-service;

 
1. Universal provides web self service ‘out-of-the-box’ with no additional configuration/set-up required.
 
2. Ease of Integration – Universal can be ‘plugged in’ to the corporate web/customer portal with ease using a comprehensive set of web services.
 
3. ‘Ask the Expert’ function which can route questions to relevant experts or automatically generate tickets where no suitable knowledge can be found.
 
4. Intelligent search technology means customers can ask questions in their own words and Universal will retrieve the correct solution using a combination of full-text, contextual and neural search techniques.
 
5. ‘Fragments’ of documents are displayed ensuring customers are taken directly to the most useful part of the document.
 
6. An automatically generated list of Frequently Asked Questions is displayed and updated each time a document is used to answer a query.
 
7. Feedback can be given, ensuring Universal ranks documents according to customer’s experience.
 
8. Universal provides built in reporting that helps guide management to focus resources into areas where knowledge gaps exist.

Universal Knowledge

KPS develops and markets Universal Knowledge (Universal), a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features. Universal can be deployed to customer service staff, internal intranet users, external customers and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface. The KPS solution helps to identify and fill knowledge gaps making new solutions available for future use.

Knowledge in Council Call Centres

Council Call Centres are increasingly under pressure to make efficiency gains while at the same time providing a faster, more accurate, more consistent service to Citizens. The KPS solution can increase Call Centre productivity by providing call agents one click access to relevant knowledge.

The KPS Universal product is in use in many UK Councils and by implementing the KPS solution you can expect a rapid ROI with savings and benefits in the following areas:

• Improved rate of First Contact Resolution (FCR)
• Reduced call durations
• Reduced training time for new employees and temporary staff by having instant access to a Knowledge Base
• Reduced call numbers if self service is implemented
• Consistent and accurate solutions given to customers
• Dynamically created FAQs for fast access to common solutions

Increasingly Citizens require easy access to information on local government services online and often this is when Council Call Centres are closed. The KPS Universal product ensures Citizens can find information quickly 24x7 and reduce avoidable contact with the Council Call Centre.

The technology behind Universal’s Knowledge Management tool provides intelligent search and a unique learning capability which constantly enriches the knowledge base’s understanding of how questions are asked and solutions are used. Users simply express their question using their own natural language and a list of possible solutions is returned. A number of unique features make Universal optimal for web self-service;

 
1. Universal provides web self service ‘out-of-the-box’ with no additional configuration/set-up required.
 
2. Ease of Integration – Universal can be ‘plugged in’ to the corporate web/customer portal with ease using a comprehensive set of web services.
 
3. ‘Ask the Expert’ function which can route questions to relevant experts or automatically generate tickets where no suitable knowledge can be found.
 
4. Intelligent search technology means customers can ask questions in their own words and Universal will retrieve the correct solution using a combination of full-text, contextual and neural search techniques.
 
5. ‘Fragments’ of documents are displayed ensuring customers are taken directly to the most useful part of the document.
 
6. An automatically generated list of Frequently Asked Questions is displayed and updated each time a document is used to answer a query.
 
7. Feedback can be given, ensuring Universal ranks documents according to customer’s experience.
 
8. Universal provides built in reporting that helps guide management to focus resources into areas where knowledge gaps exist.