Will ChatGPT & Claude Replace Knowledge Management Systems?
6 Reasons Why Claude says it and CHATGPT
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Will ChatGPT & Claude Replace Knowledge Management Systems?
6 Reasons Why Claude says it and CHATGPT
Improving Your Knowledge Management Strategy in 5 Steps
In today’s fast-paced and information-driven world, an effective
Leading the Charge in AI-Powered Knowledge Management for Customer Experience
The race to adopt AI is intensifying especially
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Will ChatGPT & Claude Replace Knowledge Management Systems?
6 Reasons Why Claude says it and CHATGPT WILL NOT
Improving Your Knowledge Management Strategy in 5 Steps
In today’s fast-paced and information-driven world, an effective knowledge management
Leading the Charge in AI-Powered Knowledge Management for Customer Experience
The race to adopt AI is intensifying especially in Customer
Enhances Operational Efficiency and Compliance withlivepro Knowledge Management
Enhances Operational Efficiency and Compliance withlivepro Knowledge Management
industry
AHT Reduction
Increase in Compliance
The Challenge
Atlanticus, a US-based financial services company, faced operational challenges with its previous knowledge management system. Call center agents struggled to follow policies and procedures, leading to compliance issues, increased Average Handle Time (AHT), and inefficiencies in updating critical information. Key issues included low utilization of official documentation (agents used it less than 5% of the time), compliance gaps due to slow system performance, and an inefficient announcement process that relied on manual PDFs and emails, resulting in delays and missed communications.
The Objectives
To overcome its operational challenges and improve overall performance, Atlanticus recognized the need for a more efficient approach to knowledge management. The company aimed to empower its call center agents with the tools to deliver accurate, timely answers, reduce call handling times, and enhance compliance. Atlanticus set out to find a solution that could:
• Increase Utilization of Policies and Procedures: Ensure agents consistently use official documentation for accurate answers.
• Reduce AHT: Improve access to critical information and shorten call handling times.
• Enhance Compliance: Close compliance gaps by making policies more accessible and user-friendly.
• Streamline the Announcement Process: Speed up and improve the efficiency of distributing critical updates.
The Outcome
Atlanticus quickly realized that livepro was the solution to their operational challenges, meeting all their needs and more. Not only did livepro centralize their critical knowledge base, but its intuitive features made it easy for agents to access the right information fast. The dynamic search capabilities, combined with the “Rocket” question-and-answer tool, allowed agents to quickly find accurate answers tailored to each customer’s situation.
What started as a small pilot program soon became a key resource across the contact center, with agents enthusiastically adopting the platform to improve their workflow.
With livepro fully implemented, Atlanticus saw significant performance improvements:
livepro’s impact also extended beyond day-to-day operations. By streamlining communication and providing quick access to accurate information, the solution improved both employee and customer satisfaction. Now, agents spend less time searching for answers and more time delivering high-quality service. Scalability and Integration
Alanticus plans to expand livepro’s use across the company, integrating it with additional tools to enhance reporting, coaching, and overall performance management. The solution’s scalability ensures that as Atlanticus grows, livepro will continue to meet evolving needs and drive continued success.
“When we launched livepro, we weren’t sure what to expect in terms of usage. However, the results were clear – agents started using it, and the reporting features blew us away. Compared to our previous platform, which had zero reporting capabilities, livepro’s detailed insights are incredible. Now, I can see exactly what agents are accessing, when, and for how long, which has been a game changer for our operations.”
Michael Gajeski
, Documentation Manager
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