Real Organizations. Real Knowledge Transformation.

Challenge

500+ call centre agents handling investment product queries with inconsistent answers, a 30% first-call resolution rate and heavy reliance on team leads for knowledge.

Solution

VKnow deployed a structured knowledge base with investment product Info Pages, decision trees for customer eligibility and product selection, and a Chrome extension integrated with the CRM to surface relevant knowledge during calls.

Results

• First-call resolution improved from 30% to 65%
• 15% reduction in resolution errors
• Agent onboarding time reduced by 40%
• Search-to-answer time under five seconds

Challenge

An IT helpdesk handling 2,000+ Tier-1 tickets per month, 60% of them repetitive — password resets, VPN issues, printer problems — leaving agents little time for complex work.

Solution

VKnow deployed self-service troubleshooting bots for the top ten IT issues, a searchable IT knowledge base and auto-escalation with conversation context for unresolved issues.

Results

• 40% Tier-1 ticket deflection
• Bot resolved 800+ queries per month without agent involvement
• Helpdesk freed 30% bandwidth for complex issues
• Employee satisfaction with IT support improved 25%

Challenge

200+ store associates across 30 locations had no centralized access to product information, return policies or promotional guidelines, creating inconsistent customer experiences.

Solution

VKnow deployed a mobile-first knowledge base with product info, returns and promotions. QR codes on store displays linked to product knowledge, a bot answered return-policy queries, and promotional updates went out as mandatory reads.

Results

• Centralized knowledge across 30 locations
• 50% reduction in escalation calls to head office
• Consistent customer experience across stores
• New promotion rollout time reduced by 60%