Self-organizing

The knowledgebase automatically analyzes new content, identifies its themes and concepts, and builds a picture of how entries relate to one another. This enables it to guide people through clusters of related answers. The knowledgebase also prioritizes its content according to use. The most frequently read answers are displayed most prominently.

Driven by users

The knowledgebase is designed to grow in response to customers' enquiries. Questions not yet answered by the knowledgebase are referred to agents through a built-in email channel. Agents' replies can be saved in the knowledgebase and made immediately available to other customers. Of course, you can also add new content whenever you want.

Easy to update

Staff add content using a simple, Web-based interface. No database or scripting skills are required. A WYSIWYG editor enables staff to include links and multimedia in knowledgebase entries without needing to know HTML.

Subject categories

Content can be divided into subject categories and subdivided into more specific topic categories (e.g. Personal Banking > Savings > ISA). Customers are able to browse the category tree.

Timed publication

Content can be scheduled to go live immediately or on a specified date in the future. Time-sensitive content can be scheduled for replacement, review or removal once its time has passed.

Quality control

Senior members of staff can verify content before it goes live. Each area of the knowledgebase has its own, customizable, quality control procedure. A comprehensive version history records every edit made.

Multilingual

The knowledgebase supports 16 languages. Different content areas can have their own set language and their own staff. An automated translation workflow keeps content up to date across all languages.