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Upstream Works Assist Knowledge Management

Upstream Works Assist knowledge management is a centralized knowledge base that can be utilized by agents to provide customers with accurate and consistent resolutions. With Super Search functions, NLP and smart navigation, Assist offers excellent content findability and contextual suggestions

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About

Upstream Works Assist knowledge management is a centralized knowledge base that can be utilized by agents across the enterprise to provide customers with fast, accurate and consistent resolutions. With Super Search functions, Natural Language Processing (NLP) and smart navigation, Assist offers excellent content findability and contextual content suggestions.

Organize and present the knowledge base to suit your needs with a combination of Articles and Article Variants, Decision Tree Visualization, Collections, and Publications.

Assist provides a rich set of reports and analytics for insights into article usage and knowledge gaps. Reports include real-time dashboard and statistics, comprehensive performance reports, robust filtering and drill-down options, and search effectiveness and feedback statistics.

Expert Assist provides agents with an internal knowledge portal that can be accessed directly through Upstream Works for Amazon Connect (UWA), giving agents informative content to resolve issues quickly. Collaboration tools allow users to offer feedback and suggest improvements.

Customer Assist offers an intuitive self-service option through an external knowledge portal that can be accessed by customers directly through an FAQ-style webpage. Contact the Upstream Works Amazon Team or authorized reseller partners to learn more about Upstream Works Customer Assist.

Upstream Works for Amazon Connect is a requirement for Upstream Works Assist knowledge management

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