In a rapidly changing world, excellent customer service is critical to business success. The introduction of generative AI (GenAI), such as ChatGPT, has revolutionized customer service, and its success is based on qualitative data. A knowledge base is essential to this by providing the necessary database for efficient and high-quality AI services.
At USU, we have recognized this and integrated our virtual assistant "KAI" into USU Knowledge Management. This allows us to combine technology and human expertise in a harmonious way.
In recent years, we have been able to successively optimize the way in which knowledge is developed and processed with the help of our strategic technology partner USU. We have consistently synchronized complex service knowledge and our processes - everyone benefits from this today: not only the service teams in the boutiques and call centers, but also the service technicians on site, and especially our customers.Patrizia Ledermann-Gerosa, Content & Knowledge Management Expert - Nespresso Germany GmbH
Knowledge will be provided on-demand and in the right format exactly at the point in the process where it is needed, even partially automated, without the need for manual searching.
Presented in digestible, reusable, and straightforward knowledge blocks, knowledge access becomes easy, and the response cost-effective. This saves agents and their companies time and expenses.
We prioritize top-notch knowledge management. User-friendly process creation includes quality assurance, auditability, departmental collaboration, reminders, and targeted delivery, demonstrating our commitment to knowledge quality and service.
Through our unique Chatbot Universe, we pave the way to the future, enabling diverse use cases and providing a framework that allows content utilization in the innovative AI environment using generative AI, such as ChatGPT.
We offer essential data, custom analyses, and tailored guidance for improved service through knowledge management. With 30 years of experience, we optimize across industries to enable excellent service for you.
Through USU Knowledge Management and ChatGPT, comprehensive knowledge utilization is enabled. Generative AI powers the USU knowledge database for both humans and machines, revolutionizing access to knowledge.
Key-Features USU Knowledge Management
Top features for first-class customer service: Get to know the most important features in detail here and gain important insights through a comparison of manufacturers.
Self-learning, semantic and AI-assisted searches
Thanks to self-learning, semantic, and AI-supported search, users can effortlessly find and share information.
Guided dialogs
Through targeted follow-up questions, users are guided to the desired answer or the solution to a problem. This leads to an increase in customer satisfaction.
Adjustable workflows and user interfaces
Frequently needed information or current news is something you don't want to search for but have direct access to. Therefore, USU Knowledge Management allows for the flexible assembly of user interfaces through drag and drop.
Multi-channel use (e.g. chatbots)
USU Knowledge Management enables integration into various process systems such as Salesforce and USU IT Service Management. Additionally, there is the option to integrate a chatbot into corporate and customer portals. With the Chatbot Universe (USU Multi-Bot Architecture), the administration of multiple topic-specific bots is facilitated, as well as the integration of external bots such as ChatGPT.
Graphic decision trees
Guided dialogues lead users through a series of questions step by step in the process. The progress and diagnosis are tracked within the system and can be automatically transferred to other systems.
Predefined industry knowledge
Available knowledge across various industries provides a broad foundation for quick access to specifically needed information. This accelerates information management and search, enhances efficiency, and requires regular updates to remain competitive.
USU Knowledge Management was developed to bring knowledge to people, whenever and wherever they need it. This is why the USU Knowledge Management has a range of interfaces which allow it to be integrated with software from third-party providers. Find out here how you can integrate USU Knowledge Management into your current customer service CRM software.
The right knowledge, at the right time, in the right place in the process.
Our Knowledge Management Chatbot is Powered by ChatGPT, Allowing for seamless internal and external customer service interactions.
Valuable insights and trends in queries, search performance, content gaps and much more.
Our qualified team of consultants accompanies and supports you in all project phases.
The right knowledge, at the right time, in the right place in the process.
Our Knowledge Management Chatbot is Powered by ChatGPT, Allowing for seamless internal and external customer service interactions.
Valuable insights and trends in queries, search performance, content gaps and much more.
Our qualified team of consultants accompanies and supports you in all project phases.
Stand out from your competition!
With USU Knowledge Management, a leading modular software for knowledge management in customer service, you can provide outstanding customer service. The software consolidates all essential information, processes, and knowledge in one place, allowing you to make high-quality knowledge easily accessible, regardless of language or role, and in real-time.
Moreover, the software can be easily tailored to your requirements without the need for programming skills (using a no-code/low-code approach).
USU Knowledge Management is integratable into:
"It is not only an obligation, but also part of our self-image to support customers quickly, effectively and individually in the event of a breakdown. Together with our long-standing technology partner USU, we have succeeded in implementing a knowledge-based system that meets the highest standards."
Daniel Beck, AUDI AG
Learn more"In recent years, we have been able to successively optimize the way in which knowledge is developed and processed with the help of our strategic technology partner USU. We have consistently synchronized complex service knowledge and our processes."
Patrizia Ledermann-Gerosa, Enterprise Support Specialist
Learn More“Increase in closure rates to 87% from 8.4 million cases per year.“
Sonja Lünnemann, R+V Service Center knowledge management consultant
One component of USU Knowledge Management is the Knowledge Community. In our online KnowledgeHub forum you can exchange information with other users on the implementation or application of USU Knowledge Management. In the community you will find...