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i-AI KMS

AI Knowledge Platform for Contact Center Intelligence and Support Recommendations

AI-KMS is an AI-powered search and recommendation platform that learns
and analyzes the data required for contact center support tasks.
It assists agents in locating necessary information rapidly to provide customers with precise answers.

The AI analyzes internal corporate knowledge, service manuals, FAQs,
and historical cases to search for and recommend optimal answers in real-time during customer interactions.

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AI-KMS Key Features

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Support Knowledge Training & Retrieval

AI learns the data required for contact center operations to provide accurate information.

  • · Training on Service Manuals and FAQs
  • · Case-based knowledge search
  • · RAG-based AI search engine
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AI Knowledge Recommendations

Automatically suggests relevant knowledge based on customer inquiries.

  • · AI Knowledge Recommendations tailored to customer questions
  • · Automated search for similar cases
  • · Providing response guides based on historical data
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Conversational Knowledge Search Interface

Agents can locate information quickly through natural language queries.

  • · Chat-based AI Knowledge Search
  • · Interaction History Management
  • · Knowledge Search via File Uploads
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Service Knowledge Data Analytics

AI analyzes knowledge assets and question patterns to support operational management.

  • · Interaction Topic Analysis
  • · User Inquiry Keyword Analysis
  • · AI Unanswered Inquiry Analysis
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Knowledge Asset & Utilization Monitoring

Administrators can monitor the status of knowledge assets and AI usage data.

  • · API Usage Statistics
  • · Sensitive Interaction Detection
  • · Knowledge asset status management
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Generative AI Analytical Reports

AI identifies core insights and automatically generates specific execution strategies.

  • · Executive Summary
  • · Data Analysis & Insights
  • · Risk Management & Action Plan

User (Agent) Capabilities

AI-KMS provides a conversational AI search interface
so agents can find essential information rapidly during customer service sessions.

AI-Powered Knowledge Search for Agents

Agents can quickly verify necessary support knowledgee
in a chat format without complex menu navigation

  • · Chat-based AI Knowledge Search
  • · Sidebar-based Interaction History Management
  • · New Chat Creation Feature
  • · File Drag-and-Drop Upload Support
  • · Monitor Total Registered Knowledge Assets

Administrative & Operational Controls

Administrators can manage knowledge data, configure AI search environments,
and monitor utilization status through AI-KMS.

Operational Monitoring

Administrators can observe and configure the AI knowledge environment.

  • · Cache Hits
  • · API usage statistics
  • · Indexed Knowledge Segments (Asset Status)
  • · Sentiment & Sensitivity Analysis Status
  • · Interaction Topic Analysis
  • · Inquiry Keyword Distribution

Advanced Administrative Settings

Administrators can flexibly configure the AI knowledge search environment.

  • · System settings
  • · API Access management
  • · Knowledge Segment (Chunk) Settings
  • · Search Algorithm Settings
  • · Prompt settings
  • · Sensitivity analysis settings

AI KMS Strategic Value

· Maximizing Knowledge Asset Utilization

AI analyzes service manuals and historical
cases to provide agents with information instantly.

· Elevating Service Quality

Increases the accuracy and consistency
of responses through AI-driven recommendations.

· Operational Efficiency

Improves management efficiency by analyzing
knowledge data and inquiry patterns.

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AI KMS Support Capabilities

AI KMS analyzes support scenarios in real-time, recommends essential knowledge,
and continuously optimizes contact center operations through data-driven insights.