• May 28, 2015

RightAnswers Releases Automated Knowledge Quality Tool

RightAnswers, a provider of cloud-based knowledge management software and services, has unveiled the latest release of its automated Knowledge Quality tool for customer service and support.

RightAnswers Knowledge Quality tool automatically calculates article quality based on more than a dozen criteria, such as duplicates, spelling, article length, use of multimedia, and use of certain fields. In addition, service organizations can create their own custom quality checks for parameters that are meaningful to them.

For organizations that follow the Knowledge-Centered Support (KCS) methodology, the tool includes built-in KCS Article Quality Index (AQI) checks. Gamification is also built into the Knowledge Quality tool, providing knowledge authors with a quality score for the knowledge they create. In addition, the tool assigns the knowledgebase an overall quality score and flags knowledge requiring improvement.

"Prior to our Knowledge Quality tool, customer service organizations could only do spot checks on around 10 percent to 20 percent of their knowledgebase and conduct periodic knowledge audits. Our Knowledge Quality tool monitors knowledge quality in real time, giving management as well as customer service agents increased confidence that the knowledgebase is filled with useful knowledge," said Simon Yelsky, vice president of product management and marketing at RightAnswers, in a statement.

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