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Elevate Your Agents with AgentExchange Solutions

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Interactive Knowledge Base INTRA

Store, share and help users to find the knowledge they need, reducing cost.

Overview

The app helps you to maintain all relevant information to be shared in a central point, allowing controlled access for information, querying, troubleshooting and training. Easy management with an unique set of tools to boost Customer Experience.

Simple, Agile, Connectable, Easy to Use, Easy to administrate knowledge platform despite its internal sophistication.
AI driven: system learns from visitors' interactions and adapts outputs based on previous user experience. Customer Experience metrics drive the overall interaction process.
Features to remark: - Engagement Management, - Training Management, - Sentiment Analysis, - No Resolution analysis, - Verbatim Analysis, - Productivity Management, - Behavior Analysis, - Regression Analysis, - Automatic Translation.

The app is formed by two objects: Front object and Back-end object. a) Front Object: provides access to the knowledge base to all the users. User access is granted based on Language (Markets) and Knowledge Fields. The app can work in more than 90 languages but Sentiment analysis only works with a limited number (see Additional information). It incorporates a training mode. b) Back-end object, that allows users to create the required structure and contents: - Knowledge Fields, - Categories, - Articles, - Departments. - Users. - Training plans Once an article is created, it can be translated to any other language chosen when configuring the app for installation. The workflow process controls how and when an article is visible in the front object, with three levels of approval. There are 8 different types of user with different capabilities in terms of access, content management and analysis. Day-to-day monitoring is available on the Dashboard section, that provides high level visibility to managers and executives. The app takes advantage of data provided by user to benchmark and rank both content and creators allowing a proper management of the information and usage.