When agents are engaging with customers, how many different places do they need to look to find answers? With Astute, it’s only one. With a knowledge base integrated directly within the agent desktop, your team can find accurate information on products, policies, and processes without leaving their case workflow. Effective knowledge management means better customer interactions and higher resolution accuracy.
Embed answers within the case screen
No more binders, no need to have 17 tabs open. Knowledge is directly searchable within the case workflow.
Easily build and maintain content
Versioning and history provide an audit trail to know what information was given to a customer at a specific point in time, as products and policies continue to evolve.
Understand trends in the questions agents are asking (and what questions don’t currently have answers) to inform new content creation or ongoing agent training.
Give guidance and recommended actions
Add more depth and context to articles, providing next steps for agents or additional guidance for tricky cases.