Knowledge-Based Support Systems

Trigent’s Knowledge Support Solution enables companies with highly complex products or services – including software providers, manufacturers, and financial service companies – to better and more profitably serve customers.

Trigent’s solution leverages a company’s product information and its existing intellectual capital – knowledge that employees have gained from years of experience – to facilitate complex problem resolution, providing the right information, to the right people, at the right time, cutting across organizational boundaries.

The solution includes a knowledge base and tools that enable support and service personnel at call centers and field offices to quickly and reliably find accurate solutions to complex problems or the right product offerings for individuals. The knowledge base provides access to existing customer and product information, and captures new information, the domain knowledge of experts, and proven procedures and solutions for reuse.

Trigent’s solution leverages key components to make support and service personnel more productive, reducing call time and costs while ensuring successful outcomes:

• The Intelligent Finder – for fast access to relevant information, with features such as pre-defined searches for common queries and search functionality based on an information taxonomy tailored to company products.
  
  
• The Problem Investigation Tracker – for recording call information on the customer and investigation, for transfer during call handoffs.
  
  
• The Problem-Solving Assistant – for interactive, step-by-step guidance in problem solving, suggesting questions, diagnoses, and solutions—decreasing time-to-resolution.
  
  
• The Active Problem Finder – for rapidly accessing known solutions, based on a specific customer’s known product configuration information.

Trigent works with clients to ensure the solution integrates with existing databases, CRM systems, and other technology. We also customize the search functionality for a company’s product or service offerings. The result is a solution that improves the efficiency and cost-effectiveness of service and support while improving customer satisfaction.