"We cover the entire service lifecycle from planning and operations to controlling"
The company’s specialized knowledge management solution, Serviceware Knowledge (formerly SABIO), focuses on providing knowledge where it is needed. An essential factor of knowledge databases is the successful maintenance of knowledge, which goes hand in hand with the avoidance of redundancies. Redundancies not only cause more work for content managers but also dilute search results. Through its AI-based content creation assistant, Serviceware Knowledge (SABIO) detects redundancies in realtime, displays potential duplicates, and avoids multiple entries. In addition, the redaction assistant provides support through automated categorization and tagging.
“In our view, knowledge management is the key to artificial intelligence, as our AI relies on structured, captured, contextbased knowledge,” says Hendrik Buske, the Director Sales at Serviceware SE company. For this reason, we added the Serviceware Solution Bot and the Serviceware Flows to our solution. On the one hand, this enables us to meet the requirements of the conversational age, and on the other hand, we offer our customers a powerful solution for automated interaction, including structured process handling. The company's cooperation with the renowned university from Darmstadt, a leader in this field, helps them use the latest technologies in machine learning and integrate them into its products. No wonder that customers around the globe have relied on Serviceware’s solution for many years, especially when it comes to taking service-oriented areas to the next level and improving the customer experience.
Serviceware’s solution is primarily used in serviceoriented areas, whenever extensive knowledge needs to be efficiently managed and distributed so that employees and end customers can access it quickly. “Approximately 30 percent of our customers use Serviceware Knowledge in shared service, marketing and sales teams. Shared service centers have very similar requirements to customer service organizations, as it is almost irrelevant whether internal or external customers are served,” mentions Buske. To this end, the solution improves collaboration between teams by enabling information to be quickly captured and shared with the respective teams. For instance, Commerzbank, one of Germany's largest and leading banks, has relied on Serviceware Knowledge for many years. The focus has been on centralizing knowledge for cross-team use and efficient knowledge transfer. At the same time, customer self-service has been raised to a new level in order to increase customer satisfaction and reduce contacts in the service center. This includes the playout of knowledge on the Commerzbank website and the delivery in the voice channel.
We bring knowledge to the right place at the right time
Serviceware's portfolio includes numerous products that help its customers succeed in the service economy through digitization. This includes its knowledge management solution and the process management, field service, and financial and performance management solutions. “We cover the entire service lifecycle from planning and operations to controlling,” states Buske. For all solutions, including Serviceware Knowledge, Serviceware has a strong product management team that understands customer requirements as well as market needs. In the future, the company will remain committed to its motto: "We bring knowledge to the right place at the right time." This includes the functional expansion of the existing solution, its wide range of integration options and also encouraged the company to develop an AI-based solution bot. This bot can not only explicitly model processes and provide them in the customer dialog but also has intent recognition and ask-a-question functionalities whose answers are provided centrally from Serviceware Knowledge. "In the future, knowledge will be available in all applications of this platform in order to optimize the service lifecycle in the best possible way," concludes Buske.