storm® CKS® Knowledge Management™ is a comprehensive tool designed for creating and managing information to significantly enhance customer experience. It aims to increase First Contact Resolution rates and reduce average handling times by providing agents with immediate access to accurate and consistent answers. The platform centralizes all company knowledge into a single, feature-rich interface, ensuring customers receive the information they need precisely when they require it. Knowledge bases can be organized, and articles can be enriched with decision trees to simplify navigation. Automatic updates keep all authors informed and maintain consistency across all content. Intelligent decision trees guide both customers and agents through the knowledge bases to find optimal solutions, thereby lowering agent training costs and enabling effective customer self-service. AI-powered summaries and screen pop-ups deliver the most relevant information directly within the agent interface during customer interactions. The system also offers robust control over internal and external interfaces, allowing administrators to specify which articles are accessible to customers and agents, thereby protecting sensitive information through targeted publishing.

Features & Benefits

• Centralized Knowledge Platform: Consolidates all company knowledge into a single, unified system.
• Intelligent Decision Trees: Guides users to optimal solutions through interactive navigation.
• AI-Powered Summaries: Provides concise summaries of articles directly within the agent interface.
• Internal & External Interfaces: Allows granular control over content accessibility for different user groups.
• Improved CX Metrics: Increases First Contact Resolution and reduces Average Handling Time.