Power up virtual assistant with knowledge management for self-service success

knowledge management

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Chatbots are rapidly replacing website forms for customer interactions. They can provide help, answer frequently asked questions and help with day-to-day tasks. That is why it is so crucial to train them properly to answer questions correctly in different situations. A great way to automate the training of your virtual assistant is knowledge management, paired with knowledge base and F.A.Q. The knowledge base is a database of all questions and answers that customers ask.

The FAQ can provide common questions and answers that customers ask.

Knowledge management is a crucial part of any virtual assistant’s success. With the help of knowledge management, virtual assistants can be more efficient and productive.

One of the essential benefits of knowledge management is that it helps companies avoid hiring a team for customer service. Virtual assistants help customers by themselves. They are always available to answer questions and provide assistance with setting up new accounts or ordering online shopping platforms.

A virtual assistant is intelligent software that can handle different tasks like scheduling meetings, booking flights, checking the weather, and comparing travel deals. But for a virtual assistant to be successful, it needs to know the task it’s handling. Knowledge management allows the assistant to act independently without human intervention by storing and providing relevant information.

This section will go over why knowledge management is vital for a virtual assistant’s success and how AI can power up a virtual assistant with knowledge management. It will then describe an example of how AI can power up a virtual assistant with knowledge management.

What is a Chatbot?

Chatbots are used in many industries and companies to assist customers with specific information or to answer questions. Chatbots can answer basic questions about the company’s products or services. They are not capable of handling complicated tasks or those requiring emotional intelligence. They can respond to simple requests and requests that have little context.

The Virtual Assistant can take over when the person needs something more intricate – like scheduling an appointment with them for a consultation. Chatbots are an excellent tool for customer service. They allow companies to provide a personalized experience to every customer with limited staff.

Chatbots are also becoming popular because they can become more intelligent with the use of AI.

What is a Virtual Assistant, and why it is different from a chatbot?

With AI, chatbots can learn from each interaction and become more intelligent over time. This personalization will help brands stay relevant, even with the growing demand for more personalized experiences.

Virtual Assistants use AI to assist a human in completing tasks. They can help with customer service, scheduling, and research. They assist humans by answering questions and providing information in chats and texts. 

AI chatbots use machine learning and natural language processing to engage customers in text conversations. They often rely on pre-existing content to provide answers and are increasingly used by companies with a lot of content to share.

The main difference between them is how these elements use the information and how they can learn. In the case of chatbots, they only can select answers from a predefined list in a set of questions that programmers did.

On the other hand, virtual assistants are more complex and can better “understand” intents, adapting more easily to different situations and new elements. They use AI and NLP, making them “speak” fluidly, and they can also understand variations and other contexts. The pairing of virtual assistant and knowledge management is a pure goldmine.

Why intelligent chatbots and AI are becoming more popular among brands.

Intelligent chatbots and AI have been game-changer in the market. They have completely revolutionized the way brands interact with their customers.

Many enterprises have widely adopted chatbots because they are cost-effective, efficient, and require little human intervention. Nearly 40% of internet users worldwide prefer interacting with chatbots, and the percentage is growing.

It is no surprise that brands are now looking for ways to integrate this technology into their workflows. The most popular use of intelligent chatbots is for customer service related interactions. This service, however, can be used to provide knowledge base information too. They are becoming more and more popular, not only because automation grew exponentially – especially in the last two years and because they can guarantee precise answers. On the other hand, they can make workers accessible and more productive in more complex tasks. It’s a win-win!

What is a Knowledge Management System?

Knowledge management systems use AI-based content intelligence technology to extract data from different sources and combine it into helpful information for employees. Knowledge Management Systems help people find the information they need using keywords or tags like “best programming languages”. 

A knowledge management system tracks data on a project, task, or specific subjects.

It makes sure that any relevant information available in the organization is open to all those who need it. It can also track people’s changes and updates and a team’s work on an assignment or project.

The purpose of these systems is to make sure that essential memos are not lost and forgotten while also keeping the communication within an organization open and easy to follow. Knowledge management systems allow for tasks to be tracked by individual team members, making sure no one falls behind.

WAD NLP Chatbot

Soddisfa i tuoi clienti con un servizio veloce ed efficiente.

Dai la libertà ai tuoi clienti di chiedere quello che vogliono come vogliono. Falli sentire a loro agio, come quando chiedono informazioni a un amico.

WAD AI-chatbot capisce ciò che un cliente chiede e fornisce subito le informazioni giuste. WAD è pronto per essere integrato con piattaforme di terze parti senza sforzo per il tuo team.

How Virtual Assistants, Chatbot and Knowledge Management Systems can work together

Virtual Assistants (also AI-chatbots or Intelligent Chatbots), Chatbots and Knowledge Management Systems can work together to provide an even better customer service experience for clients.

Some people are against the idea of AI chatbots, as they fear that they will replace humans in the workplace. But AI chatbots can help customer service representatives handle repetitive questions or for information requests that can’t be dealt with FAQs or by an FAQ chatbot.

If boosted with Artificial intelligence, knowledge management and chatbots become an essential part of customer service and customer experience. The main element to keep in mind is that they don’t “steal” jobs. Still, they make it easier, more efficient, and more challenging because they eliminate repetitive tasks and provide complete answers.

One of the critical tasks, repetitive and time-consuming, is the training part of any chatbot.

AI-chatbot and AI-based knowledge management work together to cut the time wasted in writing all the questions and answers that a standard chatbot needs.

Knowledge management allows virtual assistants to enter a pre-set information and an entire system that collects data, like FAQ, documents, or brand manuals, or even more complex elements. In this way, the virtual assistant can interpret what the customer wants – even if the request isn’t made with the most precise words -, and the system provides a more complete and fulfilling answer.

IT department is free from lengthy chatbot flow implementation. The system only needs feedback to validate the responses and be efficient.

Let’s make an example of how WAD, our AI virtual assistant. It empowers your current chatbot with NLP intelligence. You don’t need to change your flows or dismiss your existing chatbot if you don’t want to. 

WAD can integrate with your current system to speed up your training process. 

In “classic” chatbots, the system picks the answers from a specific data set. If it is AI-based, it can also learn from the questions that it doesn’t know.

You don’t need to enter every new question. The system learns from questions and their variations.

You don’t need to preview and set all replies. WAD can learn from your documents what to say.

WAD mixes up AI and knowledge management. It can learn from what clients tell it, but it can also extrapolate context from the questions. From here, it can also find out answers from, let’s say, a list of FAQs or a manual. That makes it easier for the clients to ask in a natural language and makes the answers more complete and easier to reach, creating a fluid experience.


Chatbots and virtual assistants will be more and more valuable and used in the future. However, using knowledge management will make them even more helpful and relevant for brands. It will make the automation smoother and it will create a more efficient and less biased customer service. People will always be there just in case, but they will have the chance to focus on more important things.

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