Introducing Talla's Intelligent Knowledge Base v2

Posted by Paula Long on Aug 21, 2018 1:17:53 PM

The Problem with Information Today: A Better Reader Doesn't Make a Better Book

Customer facing teams (that is, sales, customer success, and customer support) are on the front line of every company. Their main tool for success is information. Today's methods of delivering information to them are less than ideal. They can search a knowledge base, and perhaps find what they’re looking for, but these tools put the burden on the user to sort through a pile of search results to find the information they need. For a person where speed to the correct information is important, this can be frustrating at best.

There are also chatbots or FAQ bots, many of which are built solely on search functionality that provides some filtering of the results, but they tend to be only marginally better than search. These tend to be very rigid; if you know exactly how to ask for the information you'll get the right response, otherwise not so much. These solutions often sound great when they are first described and may work for a while but will become brittle and infected over time. Most of the time these tools get sidelined for the old fashion way of communication, “ask a friend."  Asking a friend is certainly the most rapid way for a person to get information so long as the friend is available and is knowledgeable. However, it neither scales, nor does it guarantee that the answer is timely or correct.

The problem with these solutions is that they take content designed to be read and explored and try to use it to service very explicit requests. Even when the content is in the form of an FAQ, if you don't ask the question correctly, you won't get the answer you would expect. The answer could also change as more unrelated content is added. So, if you asked for pricing information on a particular product, you could receive several results some of them conflicting.

How Talla Solves Your Knowledge Problem

Talla-Q-and-A-1

Talla has taken a different approach. It starts with content creation and extends to the delivery to end users. The same way a better reader does not make a better book, if you don’t start at the source you may be only improving the delivery of bad or incomplete information. Today we are launching a number of new features aimed at helping you solve your knowledge problem.

Start by building better content
First, Talla helps you write and organize your content so that it is usable and actionable from a web interface or a chat platform such as Slack, Teams, or TallaChat.

People don’t want to read pages to get the information they need. Talla allows you to organize your information into Knowledge Blocks (K1). The K1 is the unit of information that is returned when a request is made. A single page can contain multiple K1s. As part of content training, Talla is evaluating the usability of the information and will make suggestions while the content is being created to let you know if the content can be easily consumable via Chat.

A single source of truth is important when providing information to users. To help ensure this is the norm, rather than the exception, Talla has duplicate content detection built into the editing process, so creations know they may be reinventing the wheel and where the other content is located. It does this before the information is live and available to the end users. So, no more answers with conflicting results.

Ensuring content is kept up to date is also important. Talla makes it easy to schedule reviews of content to ensure it is maintained and kept current.

Fill knowledge gaps by adding relevant information as it is needed
Not all requests for information can be serviced. This is either because the information is not in the knowledge base or the question was phrased in a way that was difficult to find and retrieve the information. This can result in frustrated end users and repetitive questions since the information, somehow, never gets put into the knowledge base. Talla automates capturing the information that is missing, returning the answer to the information parties when it is added and posting the new K1 with the missing information to the knowledge base, in either a new page or an existing page. So, when the question is asked again the information is available. If the answer was already available but the question asked did not map to the answer, that question can be associated with the intended K1. So again, ask once and answer once. All other requests will be answered by Talla.

Display live content for easy access to up-to-date information
Often times the information being requested is in an application and needs to be answered by retrieving the information from there. For example, if you want to know the status of a particular customer, retrieving this information from a static table would be error-prone, since the information could be old and out of date. Using Live Tables in Talla enables the current content to pull from a source so that the most updated information is provided without having to go to multiple sources to find it.

Get more done by automating tasks
In most knowledge bases, there are often sets of instructions to perform various tasks. These generally have the list of information to provide and the place to post the information whether it’s to an email address, a ticketing system or a CRM. With Talla, you can embed automatons into the content that provide a workflow that captures the necessary information and dispatches it for the user. This is much more efficient for the end user, and it ensures the correct information is captured to complete the request.

Better information can make your teams more productive. Talla helps the content creator create information that is concise, complete, current, and actionable. Get started with Talla today.

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