It amazes us to think that the integration of a best-of-breed KM product into any CRM solution is even questioned.
The equivalent would be like asking someone to drive to a very important event using a car navigation they knew was inadequate. Would you? Or would you mitigate the risk of getting to your destination by using the navigation on your mobile device that always works?
The interesting thing here is that most of us have done this very thing. We trust the navigation system on our smart phone. It is not integrated to the car’s dashboard but it is superior in functionality, it is accurate, and it just works.
Just like a mediocre car navigation system the big CRM players, such as Oracle, Salesforce and Microsoft, have achieved meritocracy when it comes to knowledge. They still treat knowledge as a repository of information to be searched when needed. Although they all acquired KM products to fill this void, none of them have yet to the crack the code on getting KM right.
Just think about how smartphone companies got navigation right. They leverage contextual information on your phone to create an intelligent navigation app. This app knows your current location. It asks you where you want to go, whether you prefer the shortest route or to only use major highways. It even tells you to avoid parts of your route where there is ongoing road construction. They have created an intelligent app for navigation that understands the full context of your journey.
Just as you would not rely on inadequate navigation to get to an important event or destination, you should also not rely on inferior KM functions provided by CRM vendors to get you to the answers you need.
We have totally reimagined how people interact with knowledge. Powered by Prescience™, our next-generation cognitive knowledge platform, Transversal is changing the way companies provide mission critical answers using cognitive knowledge.
Like navigation apps our solution leverages contextual intelligence. When integrated into a CRM solution, it becomes the equivalent of integrating your smartphone’s navigation system into the car’s dashboard and it starts to consume important information. It knows about the person who is using it: their skills, entitlements and preferences. When a CRM case record is opened, it understands the customer, their products, and as you type – the meaning of what they are calling in about. All of this is used to cognitively understand intent and through machine intelligence determine the optimal solution.
It is a modern approach to KM and a huge advance on the mediocre approach of manually searching for answers. Our cognitive knowledge application is so innovative the answers you seek practically find you.
- Understand the real question – How can your agents begin to offer expert advice when often the initial question is vague or out of context? Transversal’s patented Memory Engine™ technology utilizes machine intelligence to determine intent by relating concepts and recognizing the meaning of words in different contexts. Whether an agent is searching for an answer or we are cognitively predicting what the answer should be, our Memory Engine™ technology understands what you mean not what you type. The result is an agent guidance technology that delivers truly accurate responses.
- Provide contextual genius – Effective integration of KM into CRM requires much more than a set of application style sheets and cloud APIs wrapped around a search box. Our approach is like smartphone app integrated to the car dashboard. We offer zero-click intelligence by understanding CRM context to provide guided assistance to every agent without having to resort to search. And that is the fundamental difference between an integrated cognitive KM solution and one that comes for free with the CRM suite.
- Anticipate what comes next – An additional benefit of cognitive KM is that we can predict what the customer is going to need next. Like most customer service journeys, there is always a follow-on question. Our Prescience™ technology provides smart links that dynamically anticipate what the customer is going to ask next.
Transversal provides a fresh approach with cognitive KM for you to dramatically improve your CRM initiatives. Your customers gain highly responsive, consistent service delivered across any channel. Your company benefits with improved resolution rates, increased staff productivity, and enhanced retention of corporate knowledge. 
For more information on our cognitive solutions for web self-service, contact centers, and enterprise HR, visit us on the web