Virtual Agents Democratize Knowledge Sharing

News travels fast, according to a famous idiom. Or, more accurately, bad news travels fast. There is, however, little evidence to confirm that the speed of propagation of one type of news differs from that of another.

I am aware of an exception though. The information acquired by a virtual agent is instantly available to everyone. If, for example, a virtual agent is trained to solve an issue with a specific printer, that knowledge is immediately accessible by anyone within the organization who may encounter the same issue.

A virtual agent shares knowledge using Natural Language Processing (NLP), removing the limitations of traditional support channels, search engines, and knowledge management practices. In effect, a virtual agent democratizes the sharing of knowledge by enabling support organizations to deliver greater value with more far more efficiency.

NLP and machine learning, which are at the core of virtual agents, enable many best practices of Knowledge Centered Support (KCS)—ubiquitous and immediate knowledge access, contextual understanding, closed-loop feedback, and practically unlimited scalability. Collectively, they extend a support organization’s capabilities without adding headcount and budget.

Moreover, as a company expands, as its headcount grows, and as its operations become more complex, the ability of a virtual agent to provide value to the organization increases—a single virtual agent can supply a practically unlimited amount of knowledge and do so for all corporate departments.

True to KCS best practices, a virtual agent is a true team player—it shares all its knowledge and holds nothing back. A virtual agent provides structured problem solving, feedback and a scorecard of knowledge value and success. A virtual agent is also accessible across all departments and resources seamlessly.

A virtual agent is a perfect digital colleague. All interactions are transparent, self-documenting, and can be used to improve the underlying knowledge base and the user experience.

A virtual agent that is everywhere knowledge is needed
Luma is a virtual agent purpose-built for service management. It is accessible by most major messaging channels including Microsoft Teams, Slack, Skype for Business, Google Hangouts, Facebook Messenger, WhatsApp, Skype, WeChat, along with being accessible via a web portal.

So, when a successful business decides to open an office in a different city or even in a different country, all the knowledge within Luma can be available to every user, regardless of location. Instantly.

Luma makes things easier
Luma’s conversational interface enables users to present their needs in their words, not the language of IT.

Best of all, Luma is available 24 hours a day, seven days a week.

Thanks for reading. Let me know what you think by leaving me a comment.

Posted in VSA

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