Intelligent Content for Service and Support
Enriched content to boost customer satisfaction
Service and Support Moves into Focus
Two key trends have emerged in service and support over the past few years:
- For providers of high-value goods, the share of income is shifting from acquisition revenues to revenues from maintenance and service, as purchase models are increasingly being replaced by leasing and subscription models.
- Providers of low-value consumer goods and software, in turn, must react to existing cost competition by shifting customer service tasks to the customer themselves.
In both cases, this means that the value of an offering is shifting away from the product and towards service and support. It’s this fact that makes us pay attention to the technological excellence and competitiveness of these areas.
How Intelligent Content propels growth in Service and Support
Structural richness
Modular / reconfigurable
Semantically categorized
Domain-specific annotations
Automatically discoverable
Machine processable
Having up-to-date documents always at hand
The purpose of service and support is to have documents and answers avilable when problems arise or questions are asked. In recent years, we have worked with our customers to develop reliable solutions that provide service requests, repair instructions, customer information, and functional descriptions at the desired time and the right place.
Field Service
When used in the field, such as manufacturing industries, intelligent content can handle the back and forth of manuals, repair instructions, fault reports and field diagnostics in all directions. The updated information is available on the spot.
Cross-department Knowledge
The interaction between production and the customer-oriented departments creates valuable know-how on a daily basis. Intelligent content is the right medium to capture this knowledge from e-mails, reports, comments and inquiries and use it across departments.
Self Service
The use of role-based and personalized intelligent content in self-service portals empowers customers for self-guided problem solving. This reduces the time spent on tickets and promotes mutual understanding between provider and customer.
Hotline and Support
Support and service for customers is to a large extent translation work. On the one hand, this means communicating terms and procedures to the customer in a more simple way and, on the other, preparing queries from non-experts for your own team of experts.
Arguments that justify your investment
Upgrading technical documentation to valuable content assets
Transforming your documents into reusable, reconfigurable and customizable content opens up opportunities to reduce costs by eliminating the need to rewrite, reformat and republish for each use. You can easily save on storage, handling, transaction and interpretation and open yourself up to true machine-driven content reuse.
Benefit from standard driven scaling effects
Leave the closed world of proprietary content production and open up a new dimension of exchange and growth opportunities in service delivery and content exchange with standards-based formats (XML, DITA, iiRDS). Get connected to the next generation of service and support methodologies.
Gain a competitive boost with customer satisfaction
Ultimately, the customer is looking for a short “first response time”, precise information, a good “service for value” and a situation and target group-oriented approach. Intelligent content enables your service and support to meet these requirements.
Useful Resources
Customer Testimony:
PoolParty & Microsoft Docs
Microsoft Docs has used intelligent content to efficiently govern and scale up an enterprise AI strategy.
White Paper:
How Text Mining and NLP Drives Your Semantic AI
The PoolParty Extractor helps companies organize/understand their content.
Learning Hub
What is Intelligent Content
Learn what Intelligent Content is and how to benefit from it in support and service
Want to learn more? For an in-dept view on Intelligent Content watch our Webinar Collection
ESG Knowledge Graph
At the core of our knowledge graph is the esg knowledge model, which was developed by our domain experts. The knowledge model can be used as a reference point for text analyses, automatic classification of ESG reports, etc. and can also be integrated into other applications such as CMS or ERP software. The model comprises more than 6,000 concepts and over 40,000 terms describing the following entities.
- Corporates and Sovereigns
- Financial market participants
- ESG frameworks and metrics
- EU Taxonomy
- Risks and opportunities
- Clean technologies
Developing sustainability and ESG strategies with NextGenAI
The PoolParty Suite is a proven platform to implement scalable systems for Knowledge Management, Document Management and Digital Workplace Solutions. More than 15 years of experience and our cutting-edge applications in Semantic and Generative AI are now available for the automation of sustainability-related tasks. We have been supporting global companies in their digital transformation for years. Our NextGen AI solutions will also ensure your company’s success in the coming transformation.