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Release Notes | March 30, 2021 | Talkdesk Guide

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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

If you wish to start using Guide, please contact your Account Executive or Customer Success Manager.

For more information, please read our Guide documentation.  

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