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Universal Knowledge

Name: Universal Knowledge
Rating: 4.5 (2 reviews)

By Knowledge Powered Solutions Ltd.

1141 Interested

Highlights : About Universal Knowledge

Natural language search

Self-learning

Multi-lingual index & search

User-defined content expiry & revalidation schedules

Simple content editor

Configurable taxonomy structure

Dynamic document repositories

Review & approval workflows

Full audit trails

About Universal Knowledge

Universal Knowledge is a knowledge management solution designed by Knowledge Powered Solutions to increase the efficiency of agents and reduce operational costs. The modules offered include call center, customer service, web self-service, help desk and knowledge management. It provides a multi-deployment option and can be hosted either on cloud or on-premise. As part of the knowledge management platform, companies can integrate the system with existing knowledge sources, eliminates the need to duplicate or relocate information. It uses a natural language search, so users can ask questions instead of using keywords. The web self-service module integrates directly with a company website and offers features like automatic FAQ lists, automated query escalation and posting of trending topics. It helps companies reduce operational costs by diverting a large volume of unnecessary customer calls to IVR (interactive voice response). It provides APIs to integrate with CRM, ITSM and Helpdesk applications. Support is offered by email and phone.

Specifications

Business Size

Startup

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Natural language search

Self-learning

Multi-lingual index & search

User-defined content expiry & revalidation schedules

Simple content editor

Configurable taxonomy structure

Dynamic document repositories

Review & approval workflows

Full audit trails

Document versions

Customer feedback capture

Customizable templates

Style sheets

Knowledge capture

Notifications portal

Custom reporting

Report dashboards

Automatic index process

Keyword extraction

Image & video embedding

Dynamic FAQs

‘Required Reading’

Self-service portal

Guided problem solving

Benefits

Existing knowledge assets can be indexed and listed automatically

Existing knowledge assets can be indexed and listed automatically, with multiple knowledge sources searched, patterns and concepts determined from within document sets, and keywords automatically extracted.

Built-in natural language search and self-learning capabilities

The built-in natural language search and self-learning capabilities allow users to search content by asking questions using natural phrases rather than keywords, with the system continually adding the phrasing used in searches into the index.

Identify training needs and recognize the contribution of authors

User behavior, including search histories, knowledge contributions, and search success rates, can be tracked and used to identify training needs and recognize the contribution of authors of the most widely used documents.

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