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.