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Enhanced Knowledge Management Tool

Location
  • USA
Industry
  • SaaS / Knowledge Management
Technologies
  • AWS Lambda
  • DynamoDB
  • Elastic search
  • GraphQL (AWS AppSync)
  • Next.js
  • NodeJS
  • ReactJS
Client

Our client is a US company that is founded in 2015 and specializes in KM (Knowledge Management) best practices and tools. The company's solution is the intelligent knowledge sharing platform that helps distributed organizations (e.g. contact centers) quickly find their most important data (policies, materials, workflows, etc.). Agents instantly find answers and solve customer issues in one place. Moreover, the platform reduces the admin overhead of knowledge management through advanced analytics and task automation.

Business needs

The company has been working on this product for 3 years. They came to Inoxoft with the essential business need to scale with dedicated team led by a product owner. Our client was willing to enhance the core product and eliminate integration issues with other software tools (different contact centers' tools: PureConnect, PureCloud, NICE inContact, Slack, etc.)

The KM solution provider was in need of conveniently indexed content and advanced content publication workflow to fulfill contact centers' requirements to have a KBS (Knowledge Based System). The request included the creation of an interactive knowledge base with subjects & flows from existing DB (IVR) as well as providing customers with onboarding and customizable integration with a wide range of contact center tools.

inoxoft Solutions

Inoxoft delivered personalized onboarding and custom integration of client's solution along with designing a content publication workflow that fits every industry. We also automated customer services by implementing the most flexible and quick ChatBot for better user experience.

 

Project durationAugust 2018 - present

 

Team Composition

  • 2 — Software Engineers
  • 1 — Business Analyst
  • 1 — Product Owner
  • 1 — Project Coordinator
  • 1 — Quality Assurance Engineer

Technologies

  • ReactJS
  • NodeJS
  • Next.js
  • AWS Lambda
  • DynamoDB
  • Elastic search
  • GraphQL (AWS AppSync)
Core Features
As content publication workflow and chatbot appertain to core features, we get a view of them individually.

Content publication workflow
It was fundamentally required by clients who use tools of the KM solution company. Content publication workflow is a product extension as an additional service for organizations that want to have a knowledge management system with the following features:

 

  • Possibility for managers to suggest topics, extend them, register documents and limit access to information repositories
  • Automatic search according to the context of the conversation that helps agents react fast and search using appropriate tags
  • Easy process for data updating: Agents can make suggestions for data updating and create tasks in the interactive board: great collaboration / approval flow, comments history, indexed content search, tags, schedule the date of content publishing, etc.
  • Ongoing updates of the information according to GDPR (General Data Protection Regulation)

 

Chatbot
  • Possibility to perform actions with content directly in chat streams (approve/disapprove/correct etc)
  • Interactive data that can be seen in a form of status through comments
  • Actions with content can be performed in Slack bot
  • OnThere is no need to open the full link since the overview of the data can be seen directly in chat

 

Challenges
Of course, we faced several challenges:
  • Team adjusting to a product mindset
  • Ensure integration with specific external tools and legacy tools
  • Comply to Slack integration policy
  • Customization for every client considering their comprehensive internal tools, organizational structure, internal policy and workflows
  • Work with narrow-focused businesses
Results
We met the following expectations:
  • Dedicated Product Team
  • Integration with external tools
  • Onboarding of new clients and customization with their tools according to their business processes
  • Creation of interactive knowledge base
  • Ongoing functionality extension
  • Chatbot development
  • Advanced content publication workflow

 

Thank You!

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Our client is a US company that is founded in 2015 and specializes in KM (Knowledge Management) best practices and
Jan 27, 2018