KCS knowledge Base 

KCS knowledge Base is an intelligent knowledge repository that helps you leverage and utilize your team’s knowledge to provide customers with a better self-service experience and improve agent efficiency.

Functions of KCS Knowledge Base

• Provide Optimal Information: Automatically deliver the most relevant and context-appropriate responses and information to customers through our customer service center software, enabling a quicker self-service experience.
• Unlock Unlimited Potential: Capture the collective knowledge of agents and gradually expand content to respond to support requests effectively.  
• Utilize Artificial Intelligence for More Functions:Fully leverage AI-supported tools through Answer Bot to send related articles to customers while they wait for agent service, thereby resolving low-interaction tickets. 
• Become Increasingly Intelligent:Measure and score content based on popularity and efficiency to understand what needs improvement and what should be written next.

Smart Chat Bot

Once the knowledge base is established, it can be further paired with an AI Chat Bot! Hand over frequently asked and standardized questions to the bot, allowing customer service personnel to focus on more critical customer issues！ 

Together, the knowledge base and smart bot can provide timely assistance to users, enabling them to find answers to common questions in the knowledge base and interact simply with the Chat Bot. This self-service approach does not disrupt the user experience. When encountering complex issues or questions that the knowledge base cannot answer, the system intelligently transitions to human support. After human agents help users solve problems, the information is uploaded to the knowledge base, making it increasingly rich and powerful.

Benefits of Establishing a Dedicated Knowledge Base？

Customer support teams possess rich knowledge and understand the best ways to resolve customer issues. Udesk KCS Knowledge Base provides simple and user-friendly features that can continually expand the knowledge content customers need, allowing for better self-service and improving the efficiency of problem resolution.

Udesk Support and KCS Knowledge Base can work collaboratively to enrich your knowledge base. When customers use self-service, the KCS Knowledge Base continuously tracks these activities and sends feedback to Support, helping customer service personnel analyze and improve ticket resolution efficiency. This data is also continuously optimized within the KCS Knowledge Base, providing more accurate data representation to both customers and support staff.

Ease of Use

Furthermore, using KCS Knowledge Base to establish a rich content knowledge base is incredibly simple. The knowledge extraction app allows agents to turn each interaction with customers into new content, tag outdated content for improvement, and utilize AI-supported article recommendations for sharing in tickets. Content managers can identify content that needs updating and confidently allow their entire team to contribute to the content.