AI-powered knowledge management helps customer advisors to be more effective
Jérémy Gallemard, CEO of Smart Tribune, a company that develops digital self-care solutions, explains how AI can contribute to the knowledge management databases available to corporate customer advisers.
At present, setting up effective customer advisor knowledge databases is a major challenge: difficulty in gathering knowledge, complex processes, time-consuming drafting, random updating, etc. To address these issues, Smart Tribune develops digital self-care solutions that enable companies to improve customer satisfaction while reducing support costs. With 55 employees and 150 customers across 30 business sectors, the company offers its customers tools such as dynamic FAQs, chatbots and text- and image-generating AI.
Knowledge management consists of "using a whole family of tools, methods and organisational modes to facilitate conversation and the sharing of knowledge across the company", explains Jérémy Gallemard, CEO of Smart Tribune, before reviewing four practical examples of the use of AI.
Generative AI: what lessons can we learn?
The CEO of Smart Tribune deciphered 4 use cases for AI in knowledge management:
Automatic generation of the knowledge base;
Using AI to improve productivity and content quality, by adjusting the tone and depth of the response;
A bot for interacting with companies' internal documentation, by creating an immersive conversational experience with the documents, reducing the advisor's search time and providing relevant answers;
An enhanced conversational experience for customers, at a time when the adoption rate for traditional bots is 8%, according to a study by US research and consultancy firm Gartner.
"The help provided by generative AI is a catalyst for knowledge management", adds Jérémy Gallemard.
Productivity gains for customer advisers
The use of AI in knowledge management "increases productivity and the resolution of problems encountered by customers. This directly reduces customer attrition and management requests", he continues. He emphasises the improvement in service quality and customer satisfaction that can be achieved by using this tool, even with less experienced agents. The technology offers the choice of the right answer, with the aim of eliminating antagonisms and the obsolescence of information. According to Smart Tribune, the positive effects of deploying AI are perceptible after 2 to 6 months with customers, depending on the availability of advisers and content managers.
The right strategies to adopt
In terms of knowledge management, there are a number of methodological elements to be adopted in 2023. These can be grouped into 6 categories:
Knowledge audit ;
Workshop on company KPis;
Governance, with the establishment of clear rules for the management and maintenance of knowledge bases;
Training and feedback, with the creation of a visual format adapted to the final audience;
Change management for both advisers and customers;
Performance measurement, combined with the KPis workshop, with the ability to step back and interpret the results.
In conclusion, Jérémy Gallemard highlights a number of points on which particular attention needs to be paid: the choice of tool; elements of lifecycle management and content obsolescence; ease of content consumption; and management of company traditions. He also stresses the benefits of intelligent solutions, which he believes have a positive impact on the customer experience, knowledge management and the employee experience, as employees can concentrate on higher value-added tasks.