Assist Knowledge
What is Assist Knowledge?
Upstream Works Assist Knowledge management is a centralized knowledge base that utilizes AI and Natural Language Processing for excellent content findability. Agent Assist provides agents with easy access to informative knowledge articles during customer interactions. Customer Assist offers an FAQ-style webpage for customer self-service.
In Assist Knowledge, articles are kept in one central knowledge base, and AI and natural language processing help people find the right content quickly. The same content is delivered in two ways: to agents during live interactions through Agent Assist, and to customers through an FAQ-style self-service web page through Customer Assist.
The underlying idea is common across contact centers. Maintaining one source of answers, rather than separate documents for agents and customers, keeps information consistent and easier to update. Teams usually judge a knowledge base by how quickly people find the right article, how often searches come up empty, how current the content is, and whether it helps reduce handle time and repeat contacts. Clear ownership and regular review of each article are what keep a knowledge base trustworthy over time.
Related: Agent assist, Customer Assist, Contact center knowledge base, Totalix (the current platform).