Customized features for your service success

The best solution adapts to your requirements. Not the other way around.
Features USU KM

Optimieren Sie Ihren Servicebereich mit unserer zentralen, zukunftssicheren Wissensplattform

Unsere speziell für den Servicebereich entwickelte Plattform zentralisiert Wissen, Abläufe und Informationen in einer Single source of truth. Mit unserer Wissensdatenbank-Software legen Sie die Basis für ein Service-Center, das Ihren Kunden herausragenden Service bietet, zukunftssicher ist und Ihnen einen klaren Wettbewerbsvorteil verschafft.

KM im Einsatz auf Screen

Dürfen wir vorstellen? Das ist KAI unser virtueller KI-Assistent

Mit KAI, unserem virtuellen KI-Assistent, eröffnen sich in Ihrer Wissensdatenbank völlig neue Möglichkeiten. KAI generiert qualitätsgesicherte Auskünfte für Service -Agents sowie Endkunden im Self-Service. Dabei analysiert und strukturiert er die Inhalte Ihrer Wissensdatenbank so, dass sie für den Einsatz von künstlicher Intelligenz optimiert sind. Wir haben die richtige Lösung, wenn Sie KI einsetzen und dabei über die Kontrolle über Antworten und Ergebnisse behalten möchten.

KAI unterstützt in diesen Bereichen

Editoren & Serviceteams

  • Beantwortung von Nutzerfragen
  • Überarbeiten/Umschreiben von Dokumenten
  • Übersetzungen
  • Ausführen von Services

Qualitätsverantwortliche

  • Identifikation von Qualitätsproblemen
  • Management von QS-Tasks

Entwickler

  • Integration externer Datenquellen
  • externe AI-basierte Suchfunktionen
  • Qualitätsoptimierung externer RAG Konzepte

Management

  • Unterstützung bei Problemlösungen
  • Management von Workflows
  • Management von Berechtigungen
  • Erstellen von Reports

Talententwickler

  • Erstellung von Tests
  • Vorbereitung von Coachings
  • Durchführung von Tests

That's why we are the best solution:

✓ Intuitive and fast access to knowledge for everyone

  • AI-based virtual assistant (KAI)
  • Single-Source-of-Truth
  • Multichannel playout
  • Use-case based interfaces
  • Role-based access

✓ Support for diverse knowledge formats

  • Atomized knowledge
  • Different content types (tooltips, conditional documents, news, etc.) and templates
  • Integration of various media (videos, images, etc.)
  • Guided dialogs
  • Graphical decision trees
  • E-Learning: training und tests

✓ Simple knowledge editing

  • Configurable, AI-supported workflows
  • Versioning and historization
  • Comment and feedback function
  • Multilingualism
  • Market or topic-specific variants
  • Readability scoring
  • Link checker
  • Evaluations

✓ System integration

  • Use in process systems (CRM or ticket systems)
  • Integration via Web API
  • Document export
  • Connection to digital voice assistants

✓ Available as

  • SaaS
  • On Premise
  • Hosting

Manager

Export documents to HTML, PDF or XML

Delivery on premises

Delivery Cloud

Redakteur

Active editor in the form of knowledge blocks

Market-specific content release

(Simple) assignment of co-editor rights

Auditable Knowledge

Integration of content types/ content modules

(Simple) content playout to different channels

Opt. self-service integration

Connection to digital voice assistants

Opt. chatbot integration

Service agent

Multilingual

Customizable user interface (by drag & drop)

Self-learning, AI-assisted search

Knowledge graph (based search)

Agent Assist

Guided dialogs

E-Learning: Training and tests

E-tests for possibility of IDD certification

Advanced searchability/ search filters

Template creation

Document version comparison

Troubleshooting Guide

Favorites

Predefined industry knowledge

Mobile app

Service agent + Editor

Comment & feedback function

Graphical decision tree

USU Knowledge Management Highlight Modules


Use-case based user interfaces

As a customer service agent, it is crucial to find information quickly. A customizable user interface helps to structure the topics and get an overview.

That's why USU Knowledge Management allows you to flexibly compile user interfaces using drag & drop with modules such as search window, results display, filter options, navigation tree, news, pinned documents


Decision trees

Guided dialogs lead users step-by-step through the process with a series of questions. The progress and diagnosis are tracked in the system and can be automatically transferred to other systems, e.g. your CRM and ticketing system such as Salesforce, so agents no longer need to log all the steps they have taken.

E-Learning

The e-learning module uses the content of the USU platform for effective knowledge transfer and in-company training. With the help of the knowledge base, trainers can create tests and quizzes for the induction of new employees or to teach guidelines. Detailed evaluations of the test results help to identify knowledge gaps at an early stage and determine additional training requirements.

Knowledge Management Analytics

Analyze your KM system at the touch of a button. Thanks to a variety of standard reports and the ability to create new reports via drag & drop, you can gain valuable insights into query trends, search performance, content gaps and much more. Best of all, this applies to all channels covered by your knowledge base, not just your agents.

Medienserver Knowledge Tube

Modern content is multimedia and consists of more than just text. We offer a dedicated streaming server to host large files such as videos, images, PDFs or ISO files and make them available to your knowledge base. This means you avoid system slowdowns as your content grows and don't have to rely on third party hosting such as YouTube, Vimeo etc.

Self-Service Modules Widget

Knowledge First is a widget on your website that automatically delivers relevant knowledge based on user activity. The content comes from your knowledge base, which allows customer service to add information without having to make changes to the website.

Help Center

The Help Center makes life easier for customers and agents through intuitive self-service on your website and other applications. This reduces recurring queries, as the website is supplied directly with selected content from the knowledge base.

Chatbot

The chatbot can be integrated into your website, app or intranet. The information basis is USU Knowledge Management, so no additional maintenance or updates are required. Any number of chatbots can be merged in the Chatbot Universe and customers are offered a first-class user experience thanks to the simple integration of ChatGPT .

Maßgeschneiderte Lösungen für individuellen Kundenprojekte

Wir bieten mit USU Knowledge Management eine starke Basis die flexible auf individuelle Bedürfnisse anpassbar ist. Mit über 30 Jahren Erfahrung haben wir zahlreiche kundenindividuelle Produkterweiterungen umgesetzt, wie z. B.

  • Integration in externe Messverfahren, um geführte Dialoge zu automatisieren
  • Erweiterung von Inhalten um strukturierte Daten, um auch nach Metadaten wie Maschinentypnummer, Kundengruppe oder ähnlichen Daten suchen zu können
  • Integration in E-Mail Management, Webseiten, Chatsysteme oder Chatbots
  • Spezielle Versionierungsverfahren
  • Automatisierte Übersetzungsverfahren
  • Migrationsprozeduren für Content aus Altsystemen
Individuelle Kundenprojekte

Unsere Lösungen

Aktuelles

Anke Kanwischer USU
❞

Let’s talk in person!

Most questions can be best clarified by speaking directly. We look forward to answering your questions and requests by phone.

Anke Kanwischer
Sales Development | Solution USU Knowledge Management

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