Online decision tree refers to creating a step by step guided workflow of reaching a statement or decision in a question-answer patterned manner. Every organization has its own knowledge creation and storage platform known as its cloud repository. A decision tree is a sideline help that presents knowledge in a concrete and concise form.
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Start with a problem statement and think of answers to the same. Enter various answer options in response boxes. Proceed with upcoming questions with respect to each response option until you reach the state of final solution.
Contact center agents receive a query as a ticket and find solutions for the same. Using Knowmax decision tree, they can type the query in search bar, searching within the documents, landing on knowledge just needed. Information to be conveyed is integrated in form of stepped workflows thus helping agents to close tickets quickly.
Integrating decision trees created with self service portal helps users to access solutions on their own. Type in their problem, narrow down the solutions as per circumstances and find solutions. While thus reinstates customer trust and confidence in an all round service support, it also frees them from chains of time waiting for working hours to commence.
Knowledge knows no bounds which is why we help you create online decision trees in any language being it native to agents or the users. This ensures better understanding on part of agent thus excellent service levels.
Carving out all unnecessary elements from the knowledge base is not enough. It might seem important at some point that a visual representation or an in depth article must be attached for better understanding thus improving FCR
Users while on self service platform might not be aware of a decision tree been created to back up solution delivery. It is thus important to integrate the knowledge base over all touch points making them easily accessible.
When you realize that that resulting solution to one of your ongoing steps directs you back to another step node, just link the two of them indicating it as an essential step user might be required to take.
Knowmax has expanded information accessibility, and knowledge sharing via digital and assisted channels through their AI capabilities. Their Al knowledge base became the brain of our Chatbot “Saeed”. This helps over 120 Contact Center Agents, as well as our customers on Mobile App, ChatBot & Website, engage with our brand regularly; helping us achieve our digital transformation goals.
Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.
Knowmax device knowledge management offers unique capabilities like picture guides and vast repositories of device information that have helped us enhance our CX. Knowmax is integrated with our Celcom Life App, pushing self-service and reducing the volume of tickets for our CX teams. Knowmax’s robust functionality and the ease with which we were able to generate user reports have set this platform at an advantage over its competition.
We have achieved a 12% increase in FCR. We’re now providing seamless customer service to over 2 million users. Knowmax has transformed our CX function and helped us increase our C-SAT scores by 28%. We’re lucky to have found a Knowledge Partner that delivered promising results and supported us throughout our Knowledge Management journey.
Using an online decision tree not only helps you customize all your knowledge and present it in any format you deem fit; it also helps to view analytics based on its usage and efficiency. The comment and rating from agents reflect its practicality of application. Any update made can be sent out to the concerned people with a simple notification feature.
Call quality at
contact center
Successful chatbot
interactions
Improvement
in FCR
Improvement in call
documentation
Annual cost
savings
ROI achieved &
savings post that
Online decision tree refers to creating a step by step guided workflow of reaching a statement or decision in a question-answer patterned manner. Every organization has its own knowledge creation and storage platform known as its cloud repository. A decision tree is a sideline help that presents knowledge in a concrete and concise form.