Servigistics Service Knowledge solution is KCS-certified and specifically designed for precision problem resolution within global service operations. The solution is geared towards post-sales service applications in B2B environments, where multiple stakeholders are responsible for the customer experience, e.g. contact center representatives, field technicians, help desk, etc. Service Knowledge accepts symptom-based queries and dynamically guides users to the best resolution to a service issue.
The solution accepts symptom-based queries and dynamically guides your users to identify the best resolution using three core technologies: case-based reasoning, natural-language processing, and dynamic induction. It has a natural-language processing engine to interpret a user’s initial query and then deploy an interactive question and answer interface to guide the user to the precise solution. Unlike standard decision trees that force the user through a predefined path, Servigistics allows the user to dynamically interact with the knowledge base, use free text, and bypass irrelevant questions.
Your customers, dealers, contact center agents, and field technicians need timely and accurate knowledge at the point of service to diagnose and solve problems quickly. Scanning piles of service manuals and bulletins is ineffective, and cannot take advantage of recent, relevant service expertise.
Contact us to learn how leading companies in automotive/transportation, medical equipment, consumer-industrial, high tech, and aerospace & defense leverage Service Knowledge to realize returns that include:
- Increased service call avoidance
- Increased first-time fix rate
- Reduced resolution time
- Increased technician productivity
- Increased web-based self-diagnosis
- Institutionalized troubleshooting knowledge of aging workforce