Customer support · Production

The Benefits of Knowledge Management — Verint

The problem

Organizations without a formal knowledge management system face high average handle times, inconsistent answers across channels, frequent escalations to specialized resources, and significant time spent training new agents.

Workflow diagram · grounded in source

Multi-channel customer contact

trigger

“As customers communicate with organizations on more and more channels, it is critical to supply a single source of the truth so agents can provide consistent answers to customer questions across phone, email, chat, SMS, social media, and…”

Intent and context matching

ai_action

“By understanding intent and context, the solution can present the right results consistently, even if the words in the search don't match the words in the query”

Agent or customer receives answer

output

“Verint Knowledge Management puts the right information at CSDs' fingertips as they need it, enabling them to focus on the customer, rather than searching for information”

Reported outcome

Implementing Verint Knowledge Management delivered call volume reductions, improved first contact resolution, and higher customer satisfaction across multiple named customers, including IAG (18 percent call volume reduction) and Sky Deutschland (8% first contact resolution improvement).

Reported metrics

call volume reduction (IAG)18 percent

first contact resolution improvement (Sky Deutschland)8%

customer satisfaction improvement (SNS Bank)significant increase to customer satisfaction

Training time reductionsignificantly reduce training time

Reported stack

Verint Knowledge ManagementVerint Web Self-Service

Source

https://www.verint.com/case-studies/the-benefits-of-knowledge-management/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Implementing Verint Knowledge Management delivered call volume reductions, improved first contact resolution, and higher customer satisfaction across multiple named customers, including IAG (18 percent call volume red…

What tools did this team use?

Verint Knowledge Management, Verint Web Self-Service.

What results were reported?

call volume reduction (IAG): 18 percent; first contact resolution improvement (Sky Deutschland): 8%; customer satisfaction improvement (SNS Bank): significant increase to customer satisfaction; Training time reduction: significantly reduce training time (source-reported, not independently verified).

How is this customer support AI workflow structured?

Multi-channel customer contact → Intent and context matching → Agent or customer receives answer.