Enterprise IT - ITSM/ITAM

Knowledge Recommendation

Suggest the relevant article or record and promote quick issue resolution.

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Knowledge Recommendation

Overview

Reduce dependency, provide quick resolution, and promotes user satisfaction.

Analyze the context and user queries, suggest the most appropriate resources, documents, or articles from a knowledge base. Empower users with valuable information and ensure that they receive timely responses.

Benefits

Efficiency

Optimize resource allocation & invest more in strategic initiatives.

Consistency

Ensure that users receive consistent & accurate information. 

Insightful

Gain valuable insights into user behavior & preferences.

Delightful

Enhance overall user experience by making interactions valuable.

Use cases

Scenario:  

An IT department in a mid-sized company receives numerous IT-related inquiries from employees daily. They aim to streamline support and reduce workload.

Approach:  

  • Create a knowledge article for every such employee enquiry by leveraging Q&A module within the Digital agent. 
  • Provide additional similar question samples for every knowledge article created to allow the AI model to automatically determine the accurate article for the enquiry.

Scenario:  

An HR department in a large organization needs to handle a variety of employee inquiries, from leave requests to policy questions.

Approach:  

  • Create Knowledge articles for every HR inquiry on leave, travel, pay policy etc., using the Q&A module within the Digital agent. 
  • Use AIML and NLU for improved recommendations over time with additional samples.
  • Integrate with the HRMS application using Call API functionality to extend actions seamlessly, building the necessary flow, such as checking leave balance as an example for leave inquiries.

A Large organization wants to utilize the Digital agent to recommend various skill enhancement programs for its employees by integrating their HR, Performance & Learning Management Systems.

Approach:  

  • Integrate the Digital Agent with HR and learning management apps for personalized skill recommendations using Call API functionality.
  • Access the data available on those applications to obtain the user specific information.
  • Design conversation flows to enable actions (e.g., subscribe to new training, push for completion of assigned programs) based on available user data.

Related resources