FEATURES AND STRENGTHS
Polly provides knowledge management for a consistent, omnichannel customer service experience.
It offers the know-how and flexibility to design a knowledge base completely to your liking.
THIS IS POLLY
(in two minutes)
an ongoing optimization process
Polly improves customer and employee engagement with
powerful out-of-the-box features and integration capabilities.
Advanced content findability capabilities like the AI-infused super-fast search provides accurate results from both internal and external repositories. Resolution guidance services both customers and employees in the case of more complex issues.
The Artificial Intelligence (AI) infused search improves content findability and can be fine-tuned to stunning levels of precision and efficiency to help improve the customer experience.
Advanced Natural Language Processing (NLP) allows effective matching of user queries that are phrased differently than the stored content.
Knowledge portals can be completely tailored and customized according to business requirements and be publicly available or have secure authenticated access.
Knowledge portals can be invoked standalone or embedded within business systems to exchange information and to provide auto content suggestions based on the interaction context.
Knowledge portals include escalation avoidance and provide various access methods like most-popular content, taxonomy browse, resolution guidance, and intelligent search to find solutions for customer inquiries on a selection of the knowledge base.
Comprehensive editorial capabilities and workflows. Collaborative authoring and built-in feedback loops allow customers and employees to rate information and suggest improvements, ensuring that content is current, accurate, and relevant.
Content in the knowledge base is created in the form of articles, decision trees, and scripts. The knowledge management platform provides a comprehensive WYSIWYG editor to create and design the required knowledge items.
Authors can also switch to a full HTML editor window in the case more complex content designs are required.
Polly provides many knowledge base performance and feedback reports to get the insights needed to optimize content and knowledge portals. Knowledge base reporting data can be extracted as well as enriched using the Analytics API for custom Reporting requirements.
Many customization and integration methods are available. Use third-party system input variables to provide accurate and fast auto-suggestions from the knowledge management platform. Customize and integrate Polly to infuse knowledge into any business system and corresponding processes.