Revolutionizing Document Management for Team Collaboration Specialist, Achieving 55% Containment Rate
Summary:
A high-tech company specializing in team collaboration software struggled with managing and retrieving documents due to improper tagging and categorization. They sought a solution to improve document management and streamline information retrieval.
Challenges:
Locating Relevant Information
Organizations often contain a vast number of documents, making it challenging to find the most relevant information quickly.
Improper Tagging and Categorization
Improper tagging or categorization of documents can hinder effective searching and result in relevant documents being overlooked.
Knowledge Silos
Different departments or teams may have their own knowledge repositories, leading to knowledge silos and difficulties in accessing cross-functional information.
Objectives:
- Primary Goal- Enhance Document Retrieval
- Secondary Goal- Integrate Knowledge Repositories
Suggested Solution:
Upon complete analysis, we recommended implementing Kore.ai’s SearchAssist, a platform designed to enhance search capabilities through a robust set of features for managing, optimizing, and refining the search experience. This tool allowed users to add and organize content from various sources and formats, accommodating both structured and unstructured data.
To further streamline operations, we integrated SearchAssist with UiPath. This integration automated several critical actions, such as downloading reports, creating support tickets, and auto-assigning tasks, which significantly reduced manual efforts and improved efficiency.
Moreover, we integrated the application with MS Teams, ensuring seamless interaction across the client's various teams and departments. This integration fostered better communication and collaboration, enabling employees to access and share information effortlessly within their familiar workspace.
By implementing this solution, we significantly enhanced the client's document retrieval efficiency and eliminated knowledge silos. The result was a more cohesive and productive work environment, where relevant information was readily accessible, and cross-functional collaboration was greatly improved.
Outcome:
- Achieved 55% Containment Rate- The integration of Kore.ai’s SearchAssist and UiPath led to a 55% containment rate, resolving most queries internally. This drastically reduced the need for manual intervention, boosting overall efficiency.
- Boosted Employee Engagement by 23%- Employee engagement surged by 23% due to enhanced document management and streamlined processes. Improved accessibility and collaboration tools created a more dynamic and interactive work environment.
- Ensured 24/7 Availability- The system provided 24/7 access to information and resources, ensuring continuous support. Automated processes allowed for seamless operations without requiring human intervention.
- Delivered Significant Time and Resource Savings for HR & IT Teams- Automation and efficient information retrieval led to substantial time and resource savings for HR and IT teams. This enabled these teams to concentrate on strategic tasks, reducing errors and enhancing overall productivity.
