Enghouse Knowledge Service is a new product built to slot into a customer service application to provide easy, smart support access to customer service agents about frequently asked questions.

It replaces a traditional directory widget of Frequently Asked Questions. The Knowledge Assistant widget has better search functionality, and integrates AI to compile answers for Customer Service agents. This helps speed up the time it takes to complete customer service inquiries and interactions.

Defining the Information Hierarchy - The product specifications had the following elements of a search result.

• Title of article

• Preview of body

• Relevancy meter (of the result based on search term)

• Path of article

• Actions (Insert, AI Assistance)

A better search feature

The primary feature is the Search. It was developed to be smarter than just an average keyword search. The previous search feature on the Canned Phrases widget only matched keywords of the titles. With the new search, it would look into the information within the article, but also display results if the user misspelled terms, or didn't accurately mention the right keywords.

Challenges

Small viewport - The Knowledge Service widget is integrated into Contact Centre applications as a part of the user interface. When this widget is loaded, it's often present in a small viewport on the screen. Often an average width & height being 400px by 600px. This poses a challenge of how to display the most relevant information at the right time.

Outcome