Our team loves the new Guru Answers feature, which is great! I’m always for making knowledge access easier. However, I’m concerned that this feature may negatively impact our KCS program in the long run.
I am looking for best practices on how we can ensure that our agents are creating cards based on specific problems, instead of solely relying on the response of the AI.
I know this is an enablement/training problem on our end. Therefore, I would love to hear how other organizations are tackling this problem.
The answer to a customer question is found deep within a card that was not created to capture the resolution of that specific problem.
Normally an agent would create a new card to capture the specific problem so we can start gathering data on how common that problem is.
With the AI, I’ve seen a pattern where the agents will find the correct answer but do not split out the information or create new cards to ensure it is findable, reusable, and we can collect the data necessary to determine demand.