Customer Service Knowledge Management demo

What the demo shows

Answers advisor and customer questions from policies with citations; flags stale articles

The whole library stands on one shelf, each article a spine colored fresh, stale or in conflict with a policy. Ask a question and the answer opens beside it, every sentence cited, while the spines it read light up. Behind the shelf, a Librarian agent re-reads every sentence anchored to a policy clause the moment a new version lands and holds contradictions from the bot; an Impact agent traces the answers that already quoted them and the customers who acted on them; a Gap agent mines unanswered contacts; a Writer drafts the fix and a Checker re-asks the real customer questions against it. Nothing is published until the named owner approves the diff.

Transcript

1. 0:00Customer Service Knowledge Management answers advisors and customers from your policies fully cited.
2. 0:0861% of service leaders have a backlog of stale articles.
3. 0:14Here, 6,000 articles sit on one shelf, color by health.
4. 0:21An advisor asks, can members return open headphones after 30 days?
5. 0:27The answer cites returns policy 7, 45 days for members.
6. 0:34KB 1182 turns red.
7. 0:37It still says 30 days.
8. 0:41The librarian agent caught it as the policy landed and held it from the bot.
9. 0:47The impact agent found 312 bot answers that quoted it.
10. 0:5287 members told no.
11. 0:56The writer drafts the fix.
12. 0:58The checker re-asks 11 real questions.
13. 1:01All pass. Pre-and-air, the knowledge lead, approves.
14. 1:07Nothing is published without its owner.
15. 1:11Every answer cited, every change signed, every version logged.
16. 1:17Policy changes reach every article in a day.
17. 1:21The bot never answers from a stale page.
18. 1:25Built on Botminds: agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.