Astute Knowledge is a knowledge management system that offers web and mobile customer self-service. It uses patented natural language processing (NLP) to interpret customer questions and provide accurate responses.
When asked a question, the self-service product uses all the information available to it—customer context, business systems, trusted external sources, knowledgebase content and device details—to provide an answer that is personalized and in the customer’s native language.
The self-service application can be deployed on a company’s website, mobile app or third-party messaging applications.
Astute Knowledge indexes existing internal and external content to auto-generate topics. It also alerts users to gaps in existing knowledge, identifying opportunities to create new content.
Depending upon the user's role (a customer, a store associate, a customer service agent), the system can customize responses to the appropriate level of detail.