Get the Right Answer Every Time with Upstream Works Assist Knowledge Management
Upstream Works Assist knowledge management provides contact center agents with quick and accurate information, while adding an easy-to-use self-service option for customers. Improve CX with collaborative and shareable information that can be accessed on any channel across the enterprise, leading to faster resolutions and satisfied customers.
Intelligent, AI-Enabled Knowledge Management
Upstream Works Assist is a centralized knowledge base with Super Search functions and Natural Language Processing (NLP) to provide accurate responses. Smart navigation and AI offer excellent content findability and contextual content suggestions. The flexible publishing tools support rich media, including hyperlinks, images and videos to easily improve knowledge content. Benefits include:
- Contextual guidance, AI and super-fast search
- Agent scripting support
- Personalized content
- Multilingual support
- FAQ-style webpages for customer self-service
AI-Powered Agent Assist & Knowledge for Efficient Engagements
Upstream Works AI-powered Agent Assist provides real-time guidance and insights, to help agents resolve customer issues efficiently. From automated sentiment and intent analysis to conversation summaries and transcriptions, Agent Assist keeps agents informed at every step. Integrated with knowledge bases, including Assist Knowledge, it surfaces relevant knowledge articles and templates in the Agent Assist panel, ensuring customers receive accurate answers quickly across every channel.
Maximize the Impact of Contact Center Knowledge Management
A rich set of Assist knowledge management reports and analytics provides insights into article usage, knowledge gaps, opportunities and contributions. Empower your organization with solution flexibility and the capability to migrate other knowledge repositories into one centralized database.
- Real-time dashboards and statistics
- Comprehensive performance reports
- Robust filtering and drill-down options
- Search effectiveness and feedback statistics
Tailored Knowledge That Fits Your Team
Upstream Works provides flexibility to organize and present the knowledge base according to the needs of users, departments and specific business requirements. Agents, digital workers and customers can be guided to the right resolution with diagnostic support that can include a combination of:
- Article and Article Variants
- Decision Tree Visualization
- Collections
- Publications
Empower Agents to Resolve Issues Faster with Upstream Works Expert Assist
Expert Assist is an internal knowledge portal that can be accessed directly through Upstream Works Desktop solutions. It provides agents with an easy way to access informative content on-demand. Expert Assist empowers agents to quickly resolve complex issues by allowing them to search contact center knowledge management system to easily find precise answers and, ultimately reducing Average Handle Time (AHT).
Collaboration tools allow agents and supervisors to seamlessly offer feedback on articles. A built-in feedback loop allows agents to rate articles and suggest improvements, ensuring they are informative, helpful and accurate.
Self-Services that Enhances CX with
Upstream Works Customer Assist
Customer Assist is an external-facing knowledge portal that customers can access directly from an organization’s website. It exposes FAQ-type information that allows customers to self-serve and resolve certain issues without the help of an agent. It improves the customer experience while freeing agents’ to focus on more complex issues.