Knowledge Base

Technology Trends - 2022

Knowledge Base

One of the most exciting technology support trends is the integration of the knowledge base with chatbots. 

78% of customers have moved their business somewhere else after one single poor customer service experience

A knowledge base is a database used for knowledge sharing and management.  It promotes the collection, organization, and retrieval of knowledge and is structured around artificial intelligence and not only store data but find solutions for further problems using data from previous experiences.

91% of customers would use an online knowledge base if it were available and tailored to their needs

A knowledge base is an artificial intelligence tool for delivering intelligent decisions. The services offered are explanation, reasoning and intelligent decision support.  Two major types of knowledge bases are human readable and machine readable:

• Human Readable Knowledge Bases: enable people to access and use the knowledge contained in documents, manuals, troubleshooting information and frequently answered questions
• Machine Readable Knowledge Bases: store knowledge in system readable forms   This means that machine readable knowledge base information shared to other machines is usually linear and is limited in interactivity, unlike the human interaction which is query based.

70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email