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Make the Knowledge Base the “Brain” of Your Customer Service Team


Article Summary:Knowledge base is a centralized repository of information and resources. This article takes you into the "brain" of customer service personnel - the knowledge base and its application with AI Chatbot.

-"Where is this dress shipped from?"

-"Hello, this dress is shipped from Foshan, Guangdong."

-"Hello, I've forgotten the password for my luggage. Is there any solution?"


I'm sure you're familiar with such scenarios in your daily lives, where you interact with various customer service personnel. Have you ever wondered how these representatives can remember so much complex and diverse knowledge? How do they manage to respond to your questions quickly and accurately? This article takes you into the "brain" of customer service personnel - the knowledge base.

What is Knowledge Base?

A Knowledge Base refers to an easily accessible and manageable cluster of organized knowledge, tailored to address problem-solving needs within certain domains. It employs a specific knowledge representation method to store, organize, manage, and utilize interconnected knowledge snippets in a computer system. The knowledge encompasses theoretical knowledge pertinent to the field, factual data, common-sense knowledge, as well as heuristic knowledge derived from expert experience. In simplified terms, a knowledge base is a repository of knowledge in a specific domain, which can be seen as a practice of knowledge management. Taking the Udesk intelligent customer service system as an example, it includes Q&A knowledge bases, multi-turn dialogue scenario knowledge bases, and NLP (Natural Language Processing) customizable knowledge bases.

Why Do Enterprises Need to Establish a Customer Service Knowledge Base

As is known, the customer service industry is characterized by several unique features: labor-intensive (primarily relying on personnel to provide customer support services) and knowledge-intensive (conveying corporate professional knowledge to customers)

According to a survey, customer service representatives spend 30% of their time daily addressing simple and repetitive inquiries. Assuming an eight-hour workday, this means that at least 2.5 hours are devoted to handling meaningless tasks. Given the nature of work in the customer service sector and its substantial workload, the establishment of a comprehensive customer service knowledge base becomes particularly crucial. With a well-developed knowledge base, users can independently resolve issues related to product usage, thereby liberating customer service agents from tedious tasks and enabling them to dedicate their valuable time to more productive endeavors. This, in turn, provides robust support for businesses in achieving cost reduction and efficiency enhancement.

Tips for Applying Knowledge Base

  • Categorization management

Solving user problems is a prerequisite for customer service, so the customer service knowledge base must be categorized to facilitate users in finding answers. Segmenting the customer service knowledge base in terms of help content structure can facilitate customer service to quickly respond to user questions.

  • Accurate and fast search

Since the knowledge base is for customer service, it should maximize the convenience of users. So the customer service knowledge base is best to provide fast, accurate knowledge to find the location of the customer service work to provide efficient and standardized support.

  • Simplified Presentation

The knowledge base should not only facilitate customer service staff but primarily cater to users. Hence, it's best presented in a straightforward manner, preferably adopting a question-and-answer format with concise descriptions and responses, ensuring clarity at first glance for those in need.

  • Multimedia Support

Beyond textual content, consider incorporating multimedia elements such as images and videos to visually and dynamically illustrate solutions. Diversifying the presentation formats caters to different learning and comprehension styles among users.

  • Real-time Updates and Maintenance

Knowledge base content requires regular updating and maintenance to ensure alignment with the latest information. Establishing a dedicated team or process responsible for real-time updates and upkeep of the knowledge base content is advisable, guaranteeing that users consistently receive accurate and dependable information.

Introduction to Udesk Knowledge Base Features

Knowledge Base Maintenance

Within the knowledge base maintenance function, you have the autonomy to configure settings for procedural queries, small talk questions, among others. For identical inquiries, multiple distinct answers are supported, accompanied by tags that indicate the origin of the question and other relevant details.

Common Issue Configuration

Facilitating personalized experiences, the system supports pushing commonly encountered questions based on customers' historical interaction patterns. Different sets of common issue templates can be accessed via various channels or customer profiles, enabling the delivery of tailored content.

Lexicon Management

This feature empowers you to establish lists of sensitive words, synonyms, and specialized terminology, thereby swiftly identifying customer needs. Such enhancements expedite service delivery and augment both the quality and effectiveness of customer interactions.

Synergy between Knowledge Bases and AI Chatbots

When knowledge bases and chatbots integrate deeply, they form an intelligent customer service ecosystem. On one hand, the knowledge base furnishes the chatbot with a rich repository of information, ensuring the accuracy and comprehensiveness of its responses. Conversely, feedback and novel inquiries gathered by the chatbot during interactions are fed back into the knowledge base, fostering continuous updates and refinement, thereby creating a virtuous cycle. This collaborative mode of operation significantly enhances service efficiency and user experience, while also paving new avenues for knowledge asset management within enterprises.

The implementation of knowledge bases in the customer service realm addresses the challenges posed by information overload, propelling service models from passive responsiveness to proactive prediction and personalized service. Looking ahead, smart customer service will further infiltrate daily life, acting as a pivotal link between enterprises and consumers, ushering in a new era of service characterized by greater convenience, efficiency, and personalization.

Udesk's Role in Enhancing Customer Service Capabilities

Udesk assists enterprises in streamlining their operations, offering tailored advice on knowledge management practices suited to their business needs, ensuring effective implementation of customer knowledge bases, and thereby empowering a comprehensive uplift of their customer service capabilities. Don't hesitate, click to start your Udesk experience now and witness the transformation!

》》Click to start your free trial of AI chatbot, and experience the advantages firsthand.

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The article is original by Udesk, and when reprinted, the source must be indicated:

AI chatbot、Knowledge Base、Smart Customer Service、

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