Enterprise Collaboration System for Knowledge Sharing
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Solution Overview
Problem
Conventional contact center systems lack incentives for agents and Subject Matter Experts to collaborate and share knowledge, leading to inefficiencies in solving complex customer queries and suboptimal use of resources.
Innovation Solution
A collaboration system that monitors communications, selects and scores relevant data items from databases, and updates scores to reward agents and SMEs for sharing and reusing information, creating a social-networking environment for knowledge sharing and collaboration.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents rely on personal contacts and predefined scripts to solve customer queries, then customer service can be provided, but query resolution efficiency decreases and collaboration among agents is not encouraged
Solution Approach 1:
The system implements a feedback mechanism where agents rate the usefulness of shared information items after using them to resolve customer queries. This feedback is stored and used to prioritize and recommend information items to other agents, creating a continuous improvement loop that enhances query resolution efficiency over time
Solution Approach 2:
The system enables agents to independently access and utilize a collaborative information repository containing solutions and knowledge shared by other agents and subject matter experts. This self-service capability allows agents to quickly resolve queries without relying on personal contacts or waiting for predefined scripts, thereby improving productivity and reducing resolution time
2Adaptability or versatility
If a collaborative environment for knowledge sharing is created, then agent collaboration and knowledge sharing improve, but system complexity increases
Solution Approach 1:
The collaboration system is integrated within the existing contact center environment and leverages existing infrastructure and workflows. The system provides multiple functions including information sharing, rating, searching, and recommendation within a unified platform, avoiding the need for separate complex systems while enhancing collaboration capabilities
Solution Approach 2:
The system introduces a collaboration module that acts as an intermediary layer between agents and the existing contact center systems. This module manages the complexity of knowledge sharing and collaboration by providing a standardized interface for agents to access and contribute information, without requiring fundamental changes to the underlying contact center infrastructure
3Speed
If agents access and reuse shared information items, then query resolution speed improves, but information overload may occur
Solution Approach 1:
The system replaces manual information searching and filtering with an automated recommendation engine that uses rating data to prioritize and rank information items. This automated system quickly identifies and presents the most relevant information to agents, eliminating the need for manual sifting through large volumes of data while maintaining fast query resolution speed
Data Source
AI summary
A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.