Targeted Business Use Cases
Document your important process and make them standard. The knowledge base can include information on procedures, how to's, or faq's.
Experienced caseworkers can create the knowledge base articles and share the most frequently occurring problems and the solutions. These solutions are of great use to business users and other case workers as these contain the proven answers for the common issues and can be used as is by the caseworker to reply to a similar problem.
Using knowledge base articles, all agents can communicate in the same manner, therefore, minimizing confusion and improving the consistency of the replies.
From any interface business users can search for their questions in the knowledge base widget and find the answers right there helping them to continue their work without blockers.
Expose the knowledge base in chatbots like Microsoft QnA Maker and Amazon Lex.