ACE Knowledge is an advanced knowledge base. An intelligent web based cloud service for questions and answers in various languages. The features facilitate for various user groups.
- Contact centre agents who are to provide prompt and correct answers. See The agent's view.
- Web site visitors saving time by finding answers themselves. By reading or by chatting with a bot. See The web visitor's view.
- Organisations requiring internal FAQs, with links to support systems, documents, films, etc.
- Support units requiring supplementary questions that may lead to different answers.
- Administrator who will get direct feedback from users as well as for utilization. See Administrator's view.
ACE Knowledge is self-learning, finding the most relevant answers faster and faster. An analysis is made e.g. by the words and phrases used for search and the type of questions made from a specific web page. Using chat bots you can train the bot, using your own utterances or existing user questions. See Online tools scenarios.
Included in ACE Knowledge
In the smart FAQ package you find a range of tools.
- Several interfaces for integrating the guides with your web. You can set up widgets, chat bots and APIs without developer skills. Also see The web visitor's view.
- An administration and editor tool, where you set up the interfaces and guides. See Administrator's view
- An agent portal. SeeThe agent's view.
To use the smart FAQ in ACE Agent and ACE Interact you need to make some settings in ACE Admin. See ACE Knowledge in ACE Admin and ACE Agent default settings.
If your organisation uses more than one portal, the agent can select which one to search in.