FocalScope is present in 1 market with 1 product. FocalScope has 1 review with an overall average rating of 5.
Customer Service Knowledge Management Systems
Gartner defines a customer service knowledge management system as a collection of technologies that enable the timely provision of accurate, contextually relevant, personalized information to an organization’s customers and customer service and support employees. The purpose of a customer service knowledge management system (CS-KMS) is to serve as a single trustworthy source of information that ensures uniform and accurate knowledge is made available to users. Organizations use these systems to improve customer service, provide timely and accurate information to customers seeking self-service support, and support internal customer service agents. CS-KMS platforms or tools are used to replace traditional knowledge bases; manage content; and power conversational AI, chatbots and AI agents. They address business problems such as inconsistent service levels and information across channels, difficulty for users or agents to find needed information, and the manual burden of keeping knowledge content updated and complete. CS-KMS platforms or tools help organizations achieve several positive outcomes. They can enhance service consistency and improve client interactions, as well as improve operational efficiency. By providing easily accessible and consistent information, these systems aim to improve quality and consistency of search results, support the efficient onboarding of new employees, and generally lead to a better customer experience (CX). AI-powered CS-KMS features enable automation, like generating knowledge articles from call interactions, and allow for more advanced applications such as retrieval-augmented generation (RAG) to deliver context-specific answers from proprietary data.
FocalScope has 1 product in Customer Service Knowledge Management Systems market