AI FOR WORKFORCE ENGAGEMENT MANAGEMENT | KNOWLEDGE MANAGEMENT
Get answers, not articles with Talkdesk Knowledge Management.
Help your customer support team provide faster, more accurate responses and boost your customer satisfaction.
Talkdesk Knowledge Management features.
A knowledge base management system powered by generative AI.
Talkdesk Knowledge Management™ delivers real-time answers for better efficiency and experience. Whether powering self-service or live agent service, it provides laser-precise AI-generated answers to improve first contact resolution and customer satisfaction.
Enable contact center staff to author answers for customer queries.
Bring frontline experience to your knowledge base. Give customer service experts autonomy to create more accurate answers for variables like customer intent, communication channel, and ring group.
"Our team leverages Talkdesk Copilot, an AI-powered assistant that proactively delivers contextual recommendations, next-best actions, and automated assistance to the agent during live interactions. It also automatically creates a summary of the call using generative AI, streamlining after-call work. An agent might otherwise spend eight minutes summarizing the conversation themselves, so saving that time on each call delivers impactful operational gains. Agents appreciate Talkdesk Copilot, especially as the platform’s omnichannel capability provides an interaction summary when users transition from chat to call."
Thomas Grosso Executive Director, Service Desk, CAI
Give busy agents a faster way to find answers.
Get complete answers to customer queries with a single search query. Talkdesk Knowledge Management uses AI-powered semantic search techniques to deliver results with greater precision and speed.
Create a unified knowledge environment.
Efficiently manage information scattered across different locations by connecting multiple third-party platforms to Talkdesk Knowledge Management. You can conveniently connect applications like Salesforce, Confluence, Zendesk, and others.
Get insights on your knowledge base performance.
Simplify how knowledge curators and authors discover and eliminate knowledge gaps. The Talkdesk Knowledge Management dashboard monitors the ratings and engagement of articles and Answer cards to help authors understand how they can improve the knowledge base.
Knowledge management FAQs.
What is knowledge management?
Knowledge management is a term used to describe how an organization shares, uses, and creates collective information between team members. Artificial intelligence (AI) is able to predict what information will be relevant for customers and employees based on the conversations being held, then it can scan the company’s knowledge bases to provide efficient answers.
Why is knowledge management important?
Having a good knowledge management process will help your customer service team provide consistent, accurate information to your customers. Not to mention, it will increase efficiency and organization within your company.
What is the difference between internal knowledge management software and externally based software?
Internal knowledge base software is designed for the people within the company and will require login information to be granted access. Meanwhile, externally based software is created for customers and is open to anyone.
