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The new version of the Eccentex Knowledge Base is fully integrated with Eccentex's flagship low-code development platform AppBase, its Dynamic Case Management software, and the new version of ServiceJourney. It can be run internally or externally as part of a service portal.
Examples of enhancements in Version 2.2 of the Eccentex Knowledge Base include:
Suggested Article Rule Builder: This new feature is a citizen-developer focused tool designed to predict which articles would be most relevant to an agent's conversation. Rather than relying on traditional tools (such as articles keyed to a specific "tag") or writing custom scripts, the Suggested Article Rule Builder allows the creation of more complex logic without any coding by factoring in data points such as the customer's identity and activity history. (The Knowledge Base still retains the capability of writing custom scripts in circumstances where the Suggested Article Rule Builder would not be optimal.)
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Agent Scripting: The Eccentex Knowledge Base now supports agent scripting that can be aligned, meaning consistent information can be provided throughout all channels. The costs of having to update multiple systems of scripts and articles is reduced. And the new method of scripting is not a "strict script," which means the conversation between agent and customer will be more natural and less stilted.
Context-Aware Placeholders: The Eccentex Knowledge Base will now save the time an agent would have spent gathering information to apply to an article's suggestions. For example, the article can now say to be sure the customer's package label has the specific shipping number instead of the agent having to look up the number and click between different applications (and risk introducing errors).
To request more information or a demo, please visit www.eccentex.com.
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Eccentex delivers software for customer service, customer journey automation, and back-office automation. Eccentex's flexible, cloud-architected software – built on its unified AppBase Platform – empowers people to rapidly deploy and easily extend and change applications to meet strategic business needs.
Over its history, Eccentex has delivered award-winning capabilities in case management and business process automation (BPM) powered by robotic automation and advanced document management, to help the world's leading brands and governments achieve breakthrough results.
Media contact: info@Eccentex.com
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