Automation is the Key to Knowledge-Centered Support

March, 28 2019

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Written By
Juliette Kopecky


Knowledge-Centered Support is a customer service and support paradigm built around the use of knowledge bases to ensure efficient call resolution and optimal service delivery. But to truly realize the value of Knowledge-Centered Support, your customer service and support teams need a healthy dose of advanced automation.

There are four key tenets of Knowledge-Centered Support:

  1. Develop knowledge base content as a by-product of solving customer problems

  2. Update knowledge base content based on how often and how well it's used

  3. Organize and centralize all support documentation within a single knowledge base

  4. Make maintenance of knowledge base content an explicit part of everyone's workflow  

All four principles can be labor-intensive, which is why Knowledge-Centered Support is hard to achieve and even harder to maintain. By employing advanced customer support automation, you can lower the burden on your support team and set your Knowledge-Centered Support process up for success.

Developing knowledge base content as by-product of solving customer problems is a question of information capture. If a support representative discovers a new customer issue, or a support engineer develops a new resolution to a known problem, that data needs to be documented. But time spent writing down how they closed the last call delays those same team members from fielding the next call.

A customer support automation tool tied to your knowledge base can passively capture information exchanged between support reps and customers, analyze it for key content, and then flag it for development into formal documentation later. This streamlines workflow and also helps ensure the right data is captured from the right people at the right time.

This same automation tool can also alert you when existing content isn't sufficient -- often by noting how support reps "correct" it in emails or in conversation before passing it on to customers. The software can flag knowledge base items that are due for updates, and even assign those update tasks to specific subject-matter experts based on its knowledge of your org chart and who has most consistently and effectively updated that content in the past.

And even if your content isn't being corrected before distribution, an automation agent can monitor the "most popular" content in your knowledge base and prioritize it for regular review to ensure it is accurate and comprehensive, so it continues to deliver value and leads to first-call resolutions. 

If your support reps are linking to or passing along content from outside your knowledge base, the automation agent can flag those same topics or items for migration into the knowledge base, so it remains a "single source of truth" your teams can rely upon.

Above all, by making content creation and maintenance as frictionless and frequent as possible, automation can reinforce the knowledge-centered aspect of your service process.

Talla is building an artificially intelligent knowledge base, chat, and virtual agent solution designed explicitly to empower and enable Knowledge-Centered Support. If you'd like to learn how AI-enhanced automation can ramp up your support performance, contact Talla today.

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