Knowledge Discovery
Knowledge discovery and management is fundamental for any chatbot, virtual assistant or digital human to be able to efficiently capture, discover and share their knowledge.
converse360's Assist-Me Customer Service Automation platform utilises Natural Language Processing (NLP) to enable chatbots and virtual assistants to serve relevant information to customers quickly and accurately.
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Pre-trained data and complex dynamic content
The Assist-Me platform enables users to retrieve both pre-trained answers as well as more complex and dynamic content found in documents, knowledge bases, databases, product manuals, and business applications such as CRM and Service Desk.
This includes the ability to retrieve content from a variety of different formats and technologies.
Machine learning provides continual improvement
Responses to some enquiries may include content that rarely changes, where pre-trained answers from FAQs or workflows will guide customers and resolve their query accurately. With integrated machine learning knowledge will continuously improve from user interactions, this enables organisations to create and deploy custom machine learning models based on domain expertise to increase accuracy.
Where answers are dynamic and constantly changing, the system can be trained to search through specific content that exists in different formats that are typically challenging for traditional search technology to interpret (PDFs, Excel tables, PowerPoint). With our embedded AI, information can be intelligently labelled and indexed within your enterprise document library (headers, footers, content, images, tables) enabling smart discovery of precise answers from within bodies of text.
Capture information from business applications
When dynamic content is stored within databases, Assist-Me can search for information and content found in business applications such CRM systems, Service Desk, HR systems, databases or industry specific systems. Data can be retrieved to help identify customers for ID&V, and look-up content to provide users with personalised responses.
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