RightNow® Knowledge Base

RightNow's patented self-learning knowledge base minimizes agent involvement and phone interactions, and gives your organization powerful insight into your customers by offering options such as online self-service, email-response or voice self-service. With an integrated, intelligent knowledge base, customers and agents have access to real-time information instantly, increasing one-and-done rates, reducing talk time, increasing revenue and most importantly, ensuring every interaction across service, sales and marketing is as good as it possibly can be.

Award-Winning Approach to Knowledge Management
RightNow offers a patented approach that focuses on automatically predicting questions and presenting answers. The customer is presented with the information they need without even having to enter a search.

Our sophisticated technology is used to automate the knowledge base construction and keep it dynamic, as opposed to the traditional approach that starts from a manually constructed knowledge hierarchy.

Self-Learning and Customer Driven
Seeded with common customer questions, support sites using our technology are up and running very shortly. As customers use the knowledge base or submit questions, new or unique issues are identified and added to the knowledge base automatically and immediately for the instant benefit of other customers and your agents. Our technology tracks customer use of the knowledge base, automatically creating a dynamic structure based on the information customers find most relevant to their questions and most related to the information they seek.

Self-Organizing and Self-Maintaining
Traditional knowledge base vendors organize knowledge base content by using explicit rankings, a one click survey that rates the effectiveness of the answer. RightNow offers this as well, but also offers a patented implicit rankings approach to organizing content within a knowledge base. The content or answers presented to customers are organized dynamically, based on their usefulness and effectiveness. It improves with every single interaction. Our sophisticated approach automatically ensures the most relevant and timely information is presented first, removing a level of maintenance in the knowledge base.

Only Vendor to Offer a Voice Activated Knowledge Base
In order for an organization to win on service, every interaction must be personalized. The fact remains that 60% of customer inquiries still happen via the phone. Traditional knowledge base vendors do not have a solution to this challenge.

RightNow's patented voice self-service solution enables users to access the same knowledge base and retrieve the same information via speech prompts as they do via web input. Customers will receive consistent answers or information, regardless of the channel they choose to interact with. RightNow's voice self-service applications offer knowledge management, incident management, location finder management, survey management, status management, password reset management, one number routing management and managed services.

Knowledge Management Elements

	Intelligent Knowledge base
	Voice Self-Service
	SmartGuide
	Suggested Searches
	Search Feedback
	Suggested Solutions
	Answer Feedback
	SmartAssistant Related Answers
	Web Site Indexing
	Sales Knowledge Base
	Partner Portal
	Intelligent Business Rules
	Case Management
	Consolidated Customer Data
	Real-Time Information
	Web-Based Administration
	Security
	Globalization

Read the data sheet for a full list of features and benefits of RightNow Knowledge Management

Other Service Components