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Are you AI ready
How shift left can prepare you for the
future of AI
The Speakers
Pascal Janssens
Service Management Consultant
Expert on Shift Left and Knowledge Management
Robert van der Gulik
Managing Director TOPdesk Canada
10+ years experience in Service Management
Agenda
1 Introduction TOPdesk
2 AI in Service Management
3 Shift Left and Knowledge Management
4 What would this look like
14 branches in 10countries 5000 Customers700+ Employees Self-funded25+ Years of
experience
Three core values in our Product Development
Medewerkers
What others tell you about TOPdesk
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
The Speakers
Pascal Janssens
Service Management Consultant
Expert on Shift Left and Knowledge Management
Robert van der Gulik
Managing Director TOPdesk Canada
10+ years experience in Service Management
Agenda
1 Introduction TOPdesk
2 AI in Service Management
3 Shift Left and Knowledge Management
4 What would this look like
14 branches in 10countries 5000 Customers700+ Employees Self-funded25+ Years of
experience
Three core values in our Product Development
Medewerkers
What others tell you about TOPdesk
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Agenda
1 Introduction TOPdesk
2 AI in Service Management
3 Shift Left and Knowledge Management
4 What would this look like
14 branches in 10countries 5000 Customers700+ Employees Self-funded25+ Years of
experience
Three core values in our Product Development
Medewerkers
What others tell you about TOPdesk
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
14 branches in 10countries 5000 Customers700+ Employees Self-funded25+ Years of
experience
Three core values in our Product Development
Medewerkers
What others tell you about TOPdesk
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Three core values in our Product Development
Medewerkers
What others tell you about TOPdesk
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Medewerkers
What others tell you about TOPdesk
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Customer demands are changing
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Artificial Intellegince
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Opportunities for IT Service management
End users
Service desk
ExpertsEnd users
bull Automatically answer common
questions
bull Give status updates
bull Automated actions
bull Shift left
Service desk
bull Suggest standard solutions
bull Recognize duplicate calls
bull Identify problematic calls
bull Automatic routing
bull Automated actions
In general
bull Predict planning
bull Help with scheduling
bull Identify problems
bull Identify anomalies
bull Automated decision making
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
What will AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Where to start
Great knowledge management is the
backbone of successful applications
of AI Utilizing methods like
Knowledge Centered Support and
Best Practice Knowledge Management
will provide the foundation for
success
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Why is Self-reliance important
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Why is self-reliance important
Who does theirhellip
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Waarom is zelfredzaamheid belangrijk
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Most customers do not want to speak to you
Source TSIA report - ldquoThe State of Support Services 2016rdquo
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
How do you enable self-reliance
Strategy Shift-Left
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
End users
Service desk
Experts
Shift Left
Costs
Average ticket duration
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
What are the tools to reach shift-left
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
The current practice
Knowledge management is insufficiently defined as a process
For every recurrent call the wheel is being re-invented
No uniformity in the answers
Calls that could have been solved quickly are costing a lot of time
Knowledge is lost when employees leave the organization
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
What are the effects
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Key principles of Best Practice Knowledge Management
Every time there is customer contact knowledge is created
Knowledge is stored in one place in a knowledge base
Everybody is responsible for the quality of the knowledge base
The knowledge base is never complete
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Create one single process
Create a callSearch
knowledge base
Solve or escalate call
Close call
Add answer to knowledge
base
Found
Correct
Yes
No
No
Yes
UpdateUse knowledge
article
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Key points in managing your knowledge base
bull Capture
bull Structure
bull Re-use
bull Improve
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Capture
Capture knowledge at the moment it is relevant
Use the languagecontext of the customer
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Structure
Use simple templates
Use short and simple sentences
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Reuse
Search early search often
Always try to make use of the knowledge base
Link you callsquestions to your knowledge articles
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Improve
Reusing is Reviewing
ldquoFlag it or fix itrdquo
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Why this methods works
Capturing knowledge is part of the operational proces of solving incident
not a seperate process
Everybody is responsible for capturing and improving knowledge
Incidents are no longer solved for that one caller but for all the next
callers
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Does it work
Short term
25-50 shorter average duration
Less escalation to second line and increasement of ldquofirst time rightrdquo
Higher employee satisfaction (both for your customers as for your service desk agents)
Mid-longer term
Increase of Self Service Success
Shorter training period for new employees
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Knowledge Management and AI
Shift-Left-Left-Left
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Knowledge Management as algorithm for AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
End users
Service desk
Experts
Shift Left-Left
Costs
Average ticket duration
Self-Reliance
Share knowledge
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
End users
Service desk
Experts
Shift Left-Left-Left
Costs
Average ticket duration
AI SuggestionsAutomate routing
Automate improving
Prevent Self-Diagnose
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
What will shift left and AI bring us
bull 1 Making people more self-reliant
bull 2 Emphasising the human tasks
enabling human talents
bull 3 Reducing duration time
bull 4 Reducing costs
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Great knowledge management is the backbone of successful
applications of AI Utilizing methods like Knowledge Centered
Support and Best Practice Knowledge Management will provide
the foundation for success
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
Try it yourself
bull Sign Up for a free TOPdesk trial
bull Read more about TOPdesk and knowledge management
bull Read more about TOPdesk and AI
