Xiao Ai knowledge base 1. The knowledge base of our company's call center is very old, and its function can't keep up with the current demand.
Kmpro Call Center Knowledge Management System Kmpro is a knowledge management system innovatively developed by Deep Blue Sea Company, which integrates advanced technologies such as knowledge classification management and knowledge data mining. KM Pro is a software system based on B/S architecture, which can quickly analyze the knowledge structure of call center, store knowledge data by classification, enjoy knowledge application, improve the management efficiency of call center, increase knowledge assets and enhance core competitiveness.
Kmpro system fully supports the knowledge management needs of the call center, from knowledge accumulation to knowledge search, from knowledge map to knowledge training. Has a customized version of the call center, and successfully supports the technical solutions of enterprises, operators and national call centers such as telecommunications, Netcom and tourism. Technical architecture of kmpro call center knowledge base system The overall architecture of the system consists of core database, knowledge management system, intelligent search platform and external application functional groups.
Core database: knowledge management system solves the problem of industry knowledge integration of different data standards; intelligent search platform realizes the service function of call center knowledge base system; pre-application and background application functions provide the search and mining of call knowledge; knowledge base daily operation, knowledge maintenance, seat application, superior leadership verification and other functions. The deployment framework of knowledge base system: the external network user group includes: the call center knowledge external network has the right to enjoy knowledge.
Private network users include: system management department, system maintenance personnel and call center agents. Backup server: a server or server group that provides backup for all data in the knowledge base.
Static knowledge server: the knowledge base originally imported by the call center, and the core knowledge does not need to be changed daily. Knowledge base system application server: knowledge base system deployment, search engine application deployment, knowledge portal service application, index service storage and other applications.
It is the core service of the whole knowledge base application. System integration gateway: the gateway and data exchange interface for data integration between knowledge base system and other office systems.
Other application system: refers to the system office software system that the customer has applied. The purpose of integration with this application is to gain the knowledge of call center applications enjoyed by other systems.
This paper introduces the main functions of Kmpro knowledge base system. Knowledge base system application interface pro knowledge map system 3.
Personal knowledge portal 4. Knowledge collection and dissemination system.
A document system that supports multiple formats. Intelligent full-text and attachment search engine 7.
Knowledge version management. Expert knowledge question answering system.
Knowledge training and learning system 10. Knowledge incentive integral system 1 1.
Knowledge statistical analysis system 12. Role permission system 13.
Technical methods of knowledge base system management in background management system The technical management methods and processes of knowledge base are important means to ensure the security, accuracy, authority and convenience of application of knowledge base. The following figure can show the overall framework of technical management methods: the core engine of KMPRO knowledge base system is developed in C language, and the presentation layer is based on PHP and java, which supports conventional databases, so Kmpro knowledge base system can run perfectly on both Windows and Unix platforms. At present, the main system platforms supported by KMPRO knowledge base system are: L Windows 95/98/2000/XP/NT L Sun Solaris 5, 6, 7, 8, 9 L HP Unix 10.
2 1 1,11I L IBM AIX4.3L Paqtru64, SuSE l Other POSIX UNIX on Request l Red Hat Linux l FreeBSD l Other Linux, including Red Flag Linux, Medium Soft Linux, Turbo Linux and so on.
2. What are the main functions of knowledge base software?
The core application value of KMPRO software is to organize and accumulate enterprise knowledge: KMPRO knowledge management system will urge enterprises to organize and sort out their own knowledge wealth, tap the wisdom and experience of employees and managers, and effectively store documents and files of management departments.
KMPRO knowledge management system has accumulated the knowledge wealth of individuals and enterprises, and has become the intellectual capital for management and application in enterprise organizations, helping enterprises to make correct decisions and calmly respond to market changes, and has become a weapon for enterprises to accumulate knowledge wealth and create more competitiveness. Classification and management of enterprise knowledge: KMPRO knowledge management system classifies and manages the complicated knowledge content of enterprises through database management, and stores and manages it according to different media (pictures, audio and video, word, excel, ppt, pdf, etc.). ).
KMPRO knowledge management system opens different levels of knowledge base to different employees through authority management, which ensures the knowledge security of enterprises to the greatest extent. * * * Enjoy and learn enterprise knowledge: KMPRO knowledge management system enjoys knowledge capital through internal network, allowing more people to share enterprise knowledge capital and broadening the knowledge range of departments and employees.
KMPRO knowledge management system enables employees in different positions of enterprises to learn and recharge their self-knowledge according to the requirements of enterprises through knowledge learning plans. Exchange and innovation of knowledge capital: KMPRO knowledge management system enables employees to exchange knowledge through internal communication system, thus generating sparks of innovative knowledge.
Any employee and his collaborators can get information and the latest progress of their work from each other's minds, and truly realize the networking of their brains. Two people each exchange an apple, and after the exchange, each person still has an apple; When two people exchange ideas with each other, then everyone has two kinds of ideas.
Application and value-added knowledge capital: KMPRO knowledge management platform builds a knowledge management system oriented to enterprise business processes, which makes explicit knowledge structured and intangible knowledge visible in workflow. Through the repeated application of knowledge, knowledge appreciation can be realized.
Effectively avoid the loss of key business areas caused by personnel promotion and turnover, so that the business can continue to operate. Enhance the competitiveness of enterprises: create new competitive value, increase profits, reduce costs and improve efficiency.
Establish a new corporate culture, encourage freedom of thought and cultivate innovative spirit. Improve customer service by reducing reaction time, and increase revenue by rapidly introducing * * * products and services to the market.
By recognizing the value of employees' knowledge and giving corresponding rewards, the retention rate of employees can be improved. Adopt assembly line operation to reduce costs by reducing redundant or unnecessary links.
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