Self Service Solutions
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;
- Universal provides web self service ‘out-of-the-box’ with no additional configuration/set-up required.
- Ease of Integration – Universal can be ‘plugged in’ to the corporate web/customer portal with ease using a comprehensive set of web services.
- ‘Ask the Expert’ function which can route questions to relevant experts or automatically generate tickets where no suitable knowledge can be found.
- 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.
- ‘Fragments’ of documents are displayed ensuring customers are taken directly to the most useful part of the document.
- An automatically generated list of Frequently Asked Questions is displayed and updated each time a document is used to answer a query.
- Feedback can be given, ensuring Universal ranks documents according to customer’s experience.
- Universal provides built in reporting that helps guide management to focus resources into areas where knowledge gaps exist.
Self Service Solutions Customers
Case Studies
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East of England from Outsourcing to KPS’s Universal Knowledge
EEDA made the decision to have just one delivery solution. Up until this time it had outsourced its delivery support services to 6 different suppliers. Knowledge was not being captured centrally, therefore a solution was required and they opted for Universal Knowledge from KPS.
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Wokingham Borough Council – Success Story
Wokingham Borough Council chooses self-service web solution from Knowledge Powered Solutions to support its Customer First programme. Citizens can quickly and easily find answers to their questions on the Council’s website using the site’s updated information access solution.
