AI FOR WORKFORCE ENGAGEMENT MANAGEMENT | KNOWLEDGE MANAGEMENT
AI-powered Knowledge Management for accurate auto-generated answers.
Boost customer satisfaction with high-accuracy automated responses.
A generative-AI powered knowledge management system.
Talkdesk Knowledge Management empowers agents, delivering precision answers that improve customer engagements. Automatically generate approved answer cards with Knowledge Creator and assign context-based routing to ring groups with Knowledge Scopes. And do it all on a trusted end-to-end platform with the intelligence of Talkdesk Ascend AI.
Talkdesk Knowledge Management features.
Automated & context relevant answers
Author your own or publish automated answers cards using Knowledge Creator. Assign routing rules based on context or intent to ring groups using Knowledge Scopes.
Cards shortcuts
Seamlessly integrate with existing workflows using shortcuts to create Answer cards directly from internal communication channels.
Knowledge base connectors
Consolidate knowledge base articles stored across multiple third-party platforms by connecting them to Talkdesk Knowledge Management.
Upload FAQs
Easily upload FAQs files to Talkdesk Knowledge Management to automatically create Answer cards.
Talkdesk product integration
Use Talkdesk Knowledge Management to feed information to other Talkdesk products, such as Talkdesk Copilot™.
Dashboards
Measure and optimize knowledge performance with customizable dashboards that provide insights into key knowledge management metrics.
Access levels & permissions
Maintain control of user permission levels to ensure every user has the right access based on their role or team.
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.
