Empower your Employees with Fast Access to Answers
Real-time access to the information we need is a given in our personal lives. Ironically, it can be quite a challenge in the workplace. And when employees cannot find and leverage the information they need to effectively perform their duties, the consequences are significant. Access challenges prove costly in many ways, including lost productivity, employee and customer turnover, missed opportunities, and lawsuits and fines.
Employee portals and content management systems enable employees to find and access documents that match their search criteria, but they do not provide a fast and simple means to obtaining answers. These solutions require end-users to evaluate long lists of documents and search results. If an answer resides within a document or file, they must search through the pages to find what they need. It could be on page one, or page 100.
And these systems do little to capture those small but critical pieces of knowledge that exist in the minds of your subject matter experts across the organization. This knowledge typically is not stored in any data repository. It is shared only if the right questions arise. You need a simple, systematic way to capture and leverage this expertise.
We can help.
Our RealDialog knowledge management solution enhances productivity and satisfaction by enabling your employees, agents and partners to retrieve accurate answers—without the hassle.
Using our RealDialog Portal Assist solution, employees quickly access information and answers from a wide variety of sources within and outside of the enterprise. They simply enter a question through a “virtual assistant” on your Intranet portal and receive the precise information needed to answer questions, assist customers, solve problems, or take the appropriate action.
The solution delivers a direct, accurate answer and/or presents the specific location in a document or file (document, Web page, sound or video file) that contains the information needed. It can even pull relevant data from other sources across the enterprise.
With a fast- and cost-effective means to find and access answers, employee productivity and satisfaction sharply increases. Your costs decline.
The RealDialog solution extends to additional touch points—such as your customer-facing website, store/restaurant, contact center, email, chat, IVR, or mobile application—and delivers responses specific to each touch point.
You gain visibility into what your employees and partners are asking about, the specific enterprise information they are accessing, and insights for improvemnts. With RealDialog’s user-friendly authoring and administration tools, business users can easily keep the knowledge base up-to-date, while capturing and leveraging subject matter expertise across the organization.
Features and Capabilities
RealDialog serves as the knowledge engine for multiple touch points and user types, giving you the tools to create optimal responses for each. It can be used to assist:
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Each touch point—including voice, email, chat, IVR, Web, Intranet and mobile—can be maintained independently with differentiated responses by channel and by role
With RealDialog supplying answers, your employees, partners and customers receive consistent, accurate responses—regardless of the communications channel they use. Superior natural language understanding and intelligent dialogs ensure this is standard operating procedure.
With RealDialog Portal Assist, there’s no need for users to waste time searching through lists of irrelevant or generic links, or within long documents for an answer. Your employee can simply ask a question and get an immediate and accurate answer in the most appropriate format.
When appropriate, RealDialog Portal Assist engages your employee in a "dialog" to understand their needs. This enables it to get to the heart of the issue and its resolution. This capability helps employees diagnose and troubleshoot problems and issues.
RealDialog Portal Assist enables you to leverage your existing information resources in their native location without forcing you to duplicate them. It easily integrates with numerous back-end applications and databases to deliver the right data, files and information directly to users. Your employees no longer have to find, launch, and log into multiple applications.
They can access policies and procedures, decision support information, installation guidance, or product specifications through a single interface. And regardless of the department in which they work, associates across the enterprise can access and use the right information.
As a result of its exceptional accuracy rate, ability to engage users in a dialog, and ability to deliver answers in a wide variety of formats; RealDialog Portal Assist effectively addresses specific, technical and complex issues. It can deliver any type of existing enterprise content (documents, sound and video files, customer data, etc.) that is relevant to enhancing the response.
RealDialog Portal Assist learns from employee input and leverages employee-specific data from other systems (such as HR, logon/account data, membership information, tracking systems, and more) to deliver highly personalized answers.
RealDialog provides direct and unfiltered insight into user questions across every channel it supports. It excels at capturing, interpreting and organizing large volumes of unstructured data. It analyzes and aggregates questions and “conversations,” word-for-word, grouping thousands of visitor inquiries into meaningful and manageable categories for reporting and continuous improvement.
This provides you visibility into what your employees and partners are asking about, the specific enterprise information they are accessing, and insight on how to improve it.
RealDialog captures and learns from employee, partner, and customer questions—automatically improving accuracy while enabling targeted and intelligent updates to the knowledge base. Its ability to “cluster” customer, employee and agent transcripts by intent/meaning enables administrators to quickly discover and address gaps in knowledge engine.
RealDialog Portal Assist’s knowledge base is quickly established by leveraging your existing enterprise content (Web pages, product overviews, policy documents and sound and video files), and can point to any type of file that is accessible on the network. It complements your content management and portal tools by helping employees find the specific, current and relevant information that meets their needs.
This is especially valuable for companies that experience frequent changes to product, service and promotion materials and documentation. They can ensure that employees are getting the most up-to-date information.
RealDialog can help you capture those critical pieces of information that seem to only exist in the minds of subject matter experts (SMEs). Web-based authoring and workflow tools enable non-technical business users and subject matter experts across the enterprise (contact center agents, product managers, marketers, and more) to add/author answers, responses, and content in a streamlined and organized manner. Capturing and leveraging SME knowledge can save your company significant time and money while creating competitive advantages.
RealDialog’s integrated workflow task management within its authoring console enables collaborative authoring across the enterprise. Administrators can delegate specific questions and tasks to subject matter experts. SMEs can easily contribute and view content to be used in the knowledge base, while administrators are given tools to track and maintain it. This helps to keep the knowledge base accurate and current.
Numerous Benefits
- Improves information quality, accuracy and consistency—on your portal or website, in your contact center, and throughout your field/store locations.
- Reduces the cost of disseminating information to customers, employees,
agents and partners.
- Reduces operating expenditures by providing an inexpensive and powerful means to educate and support employees.
- Improves customer satisfaction, brand image and revenue as a result of well-informed employees and partners.
- Fuels continuous improvement, cross-selling and revenue generation efforts through actionable insights.
- Helps to identify problems, trends, and opportunities by capturing the voice of the customer in their own words.
- Reduces administration and maintenance costs by minimizing the involvement of costly, technical resources.
- Frees managers and employees to focus on growing the business.
- Reduces risks and liabilities resulting from inaccurate or faulty information.
- Improves communication and collaboration across the enterprise.
- Delivers significant benefits in little time. The solution can be up and running in as little as two weeks, with an accuracy rate of over 75 percent at launch.
Next steps:
Download a brief overview of our RealDialog Portal Assist solution
View the article: The 2009 CRM Service Awards: Service Elite—Bath & Body Works: Spiffing Up the Center
Download our success story: Unilever—Consumer Packaged Goods Giant Leverages Knowledge Management Solution in Support of Over 90 Brands
Download our solutions guide: Empower Employees
Download our RealDialog Portal Assist brochure for a deeper dive into RealDialog's capabilities and impact
