Release Notes | Talkdesk Knowledge Management

Talkdesk Knowledge Management™ is an AI-powered, self-service knowledge base tool that transforms the way businesses organize and provide information to their customers and agents (formerly known as Talkdesk Guide). For more information, visit our Talkdesk Knowledge Management documentation.

 

July 12, 2022

On Tuesday, July 12th, 2022, Talkdesk is releasing a new version of Talkdesk Knowledge Management™.


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New:

 

  • New Cards screen: The Cards screen has been updated to provide a new filtering system that makes managing and sorting through cards easier.
  • Collection of Data for card usage: Now, information is collected and updated every 20 minutes. If you open an individual card, you see a new tab for Metrics, which presents you with a chart of different data points from the last seven days.
  • Questions turned into suggestions: Now, Knowledge Management analyzes interactions from Agent Assist to detect questions that don’t have immediate answers available, and turns them into suggested cards that can be published.
  • New navigation menu: Making it easier to access the areas of the product you need. 


For more information, please visit our documentation.

 

March 24, 2022 

On Thursday, March 24th, 2022, we will release the following features for Talkdesk Knowledge Management™:

  • Cards:

Now you can create a card to answer specific issues and questions from customers.

 By filtering according to specific ring groups, intents, and channels, any card can be configured to suit the user’s preferences.

These cards, when published, can then be returned to agents via Agent Assist™. Cards are shown to agents either through the manual search function or through on-call recommendations.

Tags can be used to organize cards. Multiple tags can be attached to cards, allowing knowledge managers to search groups of cards.

 

Notes:

  • Assigning a ring group to a card means that card will only ever be returned to an interaction that comes via that ring group.
  • Linking a channel to a card means that card will only ever be returned to an interaction that comes via that channel.
  • Assigning an intent to a card means that whenever an intent is detected via AI Trainer, then Agent Assist will return the best matching variation of that card to the agent.

You can also create variations of a card, which can be used for different answers to questions, similar answers to a certain topic, or related topics. 

  • Knowledge Base connectors:

Associate a knowledge base to Talkdesk, so answers can be recommended to Agent Assist during calls and through manual searches.

Content from a third-party knowledge base is indexed by Knowledge Management at intervals specified by the user, to ensure that content is constantly refreshed.

For more information, please visit our Talkdesk Knowledge Management documentation.

 

March 30, 2021 

On Tuesday, March 30th, 2021, we will release Talkdesk® Guide™.

Guide is the Talkdesk AI-Powered Knowledge Base product that brings an integrated layer of Knowledge to your company. Guide enables content creators to build and organize knowledge that is stored, optimize its search capabilities, and become the source of knowledge to Agents and other Talkdesk products.

Guide was built to increase resolution speed and handle time by providing specific knowledge at the right time. This is possible due to the Guide AI layer that learns how and when to provide that knowledge.

Guide is the Talkdesk Knowledge Platform that was designed to integrate with the other Talkdesk AI products and with the overall CCaaS Suite, offering the best content management and agent experience.

 

What's Included

Guide provides articles and procedures, an External Knowledge Base, and an External Website to expose the Knowledge outside the company, thus enabling the company’s customers to self-serve.

The release includes the following main features:

  • Rich text edition and publication capabilities.
  • Powerful search engine with NLQA support.
  • Procedures.
  • Content importer from other Knowledge Bases.
  • External Knowledge Base.

How to Install

For more information, please read our Guide documentation.  

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