Optimize CX With Upstream Works
Assist Knowledge Management

Rich Contextual Guidance and Intuitive Self-service.

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-Powered Knowledge Base

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

Knowledge Management Reports and Analytics

A rich set of 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

Personalized Knowledge Base to Meet Your Needs

Upstream Works provides the 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
Effective Knowledge Management

Upstream Works Expert Assist

Expert Assist is an internal knowledge portal that can be accessed directly through Upstream Works on Finesse (UWF) and Upstream Works Desktop (UWD). 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 the Assist knowledge base to easily find precise answers, 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.

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-service and resolve certain issues without the help of an agent. It improves the customer experience while freeing up agents’ time to focus on more complex issues.

UW customer assist