Smart Knowledge Assist – AI-Powered Agent Assistance Solution

Pricing: Pricing is customized according to your requirements and eligibility. To receive a quote, please request a private offer.

Assessment & Deployment Duration: Depending on routing complexity, integration requirements, and customer environment readiness

Overview: Smart Knowledge Assist is an intelligent knowledge management and agent assistance solution designed to improve support efficiency by delivering contextual knowledge recommendations directly within the agent workflow.

Support organizations often struggle with fragmented knowledge repositories, lengthy search processes, inconsistent troubleshooting procedures, and difficulty locating relevant information while interacting with customers. These challenges can increase handling time, reduce first-contact resolution rates, and negatively impact customer satisfaction.

Smart Knowledge Assist addresses these challenges by leveraging artificial intelligence to analyze customer issues, conversation context, and agent search behaviour to recommend the most relevant knowledge articles in real time. The solution provides proactive knowledge suggestions directly within the Amazon Connect Agent workspace, enabling agents to access accurate troubleshooting guidance without leaving their support environment.

The solution integrates across ITSM Knowledge Base, Microsoft SharePoint, and enterprise content repositories to create a unified knowledge experience that eliminates information silos. Agents can quickly discover approved solutions, troubleshooting procedures, operating guides, FAQs, and technical documentation while serving customers.

By combining AI-driven recommendations with enterprise knowledge management, Smart Knowledge Assist improves service quality, reduces resolution times, and enhances support team productivity.

Key Features: 1. AI-Powered Knowledge Recommendations

• Automatically identifies relevant knowledge articles based on customer-reported issues.
• Uses contextual AI analysis to improve recommendation accuracy.
• Accelerates access to troubleshooting and support information.
• Improves consistency across support interactions.

2. Real-Time Agent Assistance

• Displays contextual knowledge recommendations directly within the agent workspace.
• Surfaces articles during live customer interactions.
• Reduces the need for manual searches.
• Improves service delivery efficiency.

3. Conversational Context Analysis

• Analyzes customer conversations in real time.
• Identifies keywords, symptoms, and issue patterns.
• Recommends knowledge articles based on interaction context.
• Enhances troubleshooting effectiveness.

4. Intelligent Search Recommendations

• Provides article suggestions based on agent search inputs.
• Improves search effectiveness through AI-driven ranking.
• Reduces time spent locating relevant documentation.
• Enables faster issue resolution.

5. Unified Knowledge Experience

• Supports ServiceNow Knowledge Base, Microsoft SharePoint knowledge & AWS S3 Storage repositories.
• Consolidates enterprise knowledge sources into a single experience.
• Eliminates knowledge silos across teams and departments.

6. Knowledge Article Ranking & Relevance Scoring

• Prioritizes articles based on relevance and context.
• Surfaces the most useful knowledge content first.
• Supports continuous optimization of knowledge effectiveness.

7. Agent Productivity Enhancement

• Reduces manual effort required to locate documentation.
• Accelerates troubleshooting workflows.
• Streamlines support processes.
• Improves operational efficiency across service teams.

8. Analytics & Usage Reporting

• Monitors knowledge effectiveness and adoption.
• Measures agent interaction with recommended content.
• Provides insights into knowledge gaps and optimization opportunities.

Benefits:

• Improve first-contact resolution (FCR) rates.
• Reduce Average Handle Time (AHT).
• Improve agent productivity and efficiency. * Deliver consistent troubleshooting guidance across teams.
• Minimize time spent searching for information.
• Enhance customer experience through faster issue resolution.
• Improve support quality and service consistency.

Expected Outcomes:

• Increased first-contact resolution rates.
• Reduced Average Handle Time (AHT).
• Faster access to relevant knowledge content.
• Improved agent productivity and performance.
• Enhanced customer satisfaction and support experience.
• Reduced training and onboarding effort for new agents.
• Improved consistency in issue resolution processes.

Key AWS Resources Used:

• Amazon Connect
• AWS Lambda
• Amazon Bedrock
• Amazon S3
• Amazon DynamoDB
• Amazon API Gateway
• Amazon CloudWatch
• AWS Identity and Access Management (IAM)
• AWS Secrets Manage