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.