Customer Service
Knowledge Management
The USU Quality Guarantee: Precise, Reliable AI-Driven Customer Service Responses
Both human and AI-powered service team members are evaluated on response quality. The challenge for AI intensifies when handling complex information and diverse sources.
Our commitment with KAI is to guarantee 100% response quality, no matter the use case. Every answer is guaranteed to be correct, complete, useful, and consistent. We’re so confident in the quality KAI delivers that we stand behind it with our guarantee.
The Four Pillars of the USU Quality Guarantee
Our guarantee covers these key aspects of information delivery, whether in self-service or customer support:
- Correctness
- Completeness
- Clarity
- Consistency
Is your customer service good? - Make it excellent!
Our holistic knowledge management platform centralizes your knowledge from any silo making for outstanding agent and customer experiences. You get the knowledge you need exactly when you need it, in the right format, and through your preferred channel.
Thanks to seamlessly integrated AI, our tool provides precise and reliable answers to every question. Optimize your service processes and offer your customers excellent support.
Your KM Benefits at a Glance
40 % Higher First Call Resolution Rate
50 % Reduced Call Handling Time
80 % Faster Onboarding Time
Without a structured knowledge database, AI cannot realize its potential and can deliver inaccurate results. The knowledge database is the foundation on which successful AI applications in customer service are built.
Ready to Meet Your New Coworker? Meet KAI - Your Virtual AI Assistant!
KAI significantly reduces your editorial workload by automatically checking, creating and translating documents. At the same time, advanced language processing improves communication and ensures smooth collaboration. KAI also automates service processes through autonomous process launches, saving editors and service agents valuable time and increasing customer satisfaction.
Experience a new dimension of efficiency and excellent customer service with KAI.
Our Solutions
Knowledge Center
Use the Knowledge Center as a single source of truth for your service knowledge. Store all knowledge centrally and continuously improve the quality through AI, workflows and feedback. Ensure up-to-date knowledge at the touch of a button.
Chatbot
Increase the efficiency of your customer service with our chatbots. Offer your customers 24/7 accessible communication channels and outstanding customer experience.
Knowledge Self-Service
Whether via chatbot, in the help center or as a widget - with USU's self-service solutions, your customers receive the right information for their inquiries around the clock.
Knowledge Analytics
Get detailed reports that provide key metrics on interactions and search patterns to improve the performance of your agents and the quality of your content.
Why USU Knowledge Management?
We lead to knowledge, not just to search
Knowledge is provided exactly where it is needed in the process in a needs-based and semi-automated manner. Manual searching is no longer necessary, which saves time and increases efficiency.
We manage knowledge, not just documents
Knowledge is organized in manageable, reusable blocks. This facilitates access, increases clarity and saves costs.
We Deliver Quality Outcomes, not just Information
We guarantee first-class knowledge management through quality assurance and targeted provision. User-friendly processes ensure auditability and collaboration.
We Offer a Multi-Bot Architecture, not just a Chatbot
Our Chatbot Universe enables a wide range of application scenarios and the use of generative AI and LLMs such as ChatGPT. This offers flexibility and innovative power in customer interaction.
We are the Foundation, not just a Tool
Our solution offers basic data and customized analyses. With 30 years of experience, we improve service across all industries through optimized knowledge management.
We Shape Work, not just Knowledge
With USU KM, you manage your knowledge in a single source of truth. You have the quality of the information, the connected channels and the access rights under control with just one click.
Our Success is Built on Yours
At USU, we believe the real measure of our success is reflected in the achievements of our customers. It's you who drive us to be better, innovate further, and continually enhance our solutions like IT Asset Management and Knowledge Management. Every glowing review and each success story shared is not just feedback—it's a cornerstone of our journey together. Because when you succeed, we do too. Read real reviews from real customers and see how our partnership can transform your business. Together, we'll achieve great things!
Recommended by industry experts
The Forrester Wave™: Knowledge Management Solutions, Q4 2024
Our ranking shows: We focus on quality instead of uncontrolled use of AI.
While other providers exploit the full potential of GenAI, we take a targeted approach.
With our USU quality guarantee, we ensure correctness, completeness, usability and repeatability.
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Integration into your existing CRM or collaboration system:
Seamless. Simple. Cross-platform.
Seamless. Simple. Cross-platform.
Easily integrate USU Knowledge Management into your existing CRM or collaboration platform. Our solution brings knowledge exactly where it is needed, with numerous interfaces for third-party software.
Find out how USU Knowledge Management can easily integrate into your tools today!
Trust the experience of our customers
Top-level Roadside Assistance
Volkswagen provides the highest level of roadside assistance thanks to the integration of USU Knowledge Management in Salesforce CRM.
Learn more
Nespresso's Road to Service Excellence
By introducing USU Knowledge Management and the chatbot, Nespresso has significantly increased customer satisfaction and halved the training time in customer service.
Learn More
"Increase in Case Closure Rate to 87% with 8.4 Million Cases Per Year"
Sonja Lünnemann, Knowledge Management Officer at the R+V Service Center
Become A Part of the USU community
One component of USU Knowledge Management is the Knowledge Community. In our online Knowledge Hub forum you can exchange information with other users on the implementation or application of USU Knowledge Management. In the community you will find...
- The Info Center – with best practices, use cases, release notes, FAQs and technical documentation
- The Help Community – for worldwide networking of users from other companies
- The Market Place – with integration modules and services from the partner network
Stay up to date
Our best known whitepapers
Do you Need Further Information, a Live Demo, or do you have any Questions?
Florian Schwingenschloegl
Enterprise Sales Manager | USU Knowledge Management
florian.schwingenschloegl@usu.com