Knowledge-First Model: How Automation Anywhere Improved Content Findability by 60%

Did you know that 60-90% of issues that support agents resolve are recurring? Further, 98% of support managers’ time is spent on putting out fires, managing escalations, and firefighting.

From startups to well-established organizations, everyone aims for speedy case resolutions. However, most organizations still rely on the case-first model, which leads to their support teams ferreting around to find the right information from an abundance of unstructured data.

This is where the knowledge-first support model proves to be helpful. It leverages enterprise knowledge to ensure correct information reaches the users timely. But transitioning from a reactive, case-first approach to a proactive, knowledge-first approach is often easier said than done.

To make this switch a breeze, we held a riveting session with Automation Anywhere on “Navigating the Shift Towards Knowledge-First Support” at TSIA World: Envision, Las Vegas. Given below is a quick rundown of the session to see what helped Automation Anywhere achieve impeccable results!

How Automation Anywhere Successfully Implemented a Knowledge-first Support Model With SearchUnify

Here are 5 crucial steps taken by Automation Anywhere & SearchUnify towards creating a knowledge-first support culture.

1. Establishing A Strategic Framework for the Knowledge-first Model

Automation Anywhere developed an actionable strategic plan that defined KCS initiatives in detail for their key stakeholders. Their ultimate objectives were:


2. Redefining the Considerations for Support Content Creation

The effectiveness of your KM program depends on how well it captures new knowledge, improves it, and updates the existing knowledge.

The team at Automation Anywhere automated their knowledge creation process to capture the finer details, analyzing content standards to remove customer‑specific information & PII information.

The documented information is reused to solve repetitive issues that might arise in the future, thus improving the case deflection rate.

3. Leveraging Intelligent Search for Augmenting Content Findability

Although Automation Anywhere offered all the technical information on their website for seamless adoption of their products. However, users found it hard to juggle through multiple content repositories. This is where their collaboration with SearchUnify did the trick!

The integration not only helped Automation Anywhere to successfully implement the knowledge‑first model but also empowered customers with a unified view of relevant information from across disparate content repositories.

4. Quantifying Content Efficacy and Relevancy through Real-time Search Insights

Real-time analytics are key to creating an exceptional customer experience, as they provide visibility of customers’ activities across all touchpoints.

SearchUnify’s detailed reports allowed Automation Anywhere to measure case deflection and come up with strategies for a seamless, hyper-personalized support experience.

5. Building a Culture of Effective Knowledge Sharing Among Support Teams

Associating the contributions of support agents to the knowledge repository with recognition and rewards is a great way to boost their participation.

By implementing a framework of gamification, Automation Anywhere was able to recognize and award their key performers on a monthly and quarterly basis. Thus, creating a healthier work environment.

**The Final Outcome**

Promoting a knowledge-first culture has been highly beneficial for Automation Anywhere in scaling self-service operations. Their team saw a massive improvement in CX and agent productivity. The major business outcomes include:




Tune into our on-demand session with Automation Anywhere to learn what’s next for the innovative firm and how you can elevate CX.