How This Company Transformed The Service World With AI

In 2023, information management tasks significantly dominate the daily activities of companies and organizations. "Studies show that the average employee spends about 20% of their time searching for information," says Sagi Eliyahu, CEO of KMS Lighthouse. "In other words, a significant part of the employee's day is dedicated to searching for information within the organization's systems."

According to Eliyahu, the importance of corporate information management is particularly evident in the world of customer experience. "Many organizations have thousands of employees engaged in customer service and technical support tasks. That is, employees who make repetitive routine calls every day. In order to provide a positive customer experience, resolve inquiries, and reduce the processing times - smart management of organizational knowledge is crucial."

This is KMS Lighthouse's mission, a company specializing in technological solutions for knowledge management. The company currently employs about two hundred people and belongs to the Aman Group, one of the largest IT and technology companies in Israel. "The challenge we aim to solve is knowledge accessibility," says Eliyahu. "For instance, think of a scenario where an individual calls the cell phone company's service center from abroad due to non-functional data roaming. Often, the service provider at the call center does not know the customer's specific device very well and has yet to encounter this particular issue."

The system developed by the company enables the service provider to access relevant information quickly and conveniently. "In this scenario, the call center employee can input details into our system to receive problem-solving guidelines. Namely, the system guides the employee on what to say to the customer, step-by-step. It's not limited to technical knowledge: our system is well-suited for various customer service tasks. For instance, customer inquiries regarding insurance policies. When a customer calls with questions about their purchased insurance policy, the system assists the call center employee in accessing comprehensive information."

The knowledge management revolution led by KMS Lighthouse has garnered widespread attention in the business world in recent years. "Covid served as an excellent catalyst for the knowledge management issue," explained Eliyahu. "In a single day, millions of employees transitioned to remote work, posing challenges in preserving and accessing organizational knowledge." The introduction of AI tools like ChatGPT also fits well into the world of knowledge management. In order for ChatGPT to be able to provide accurate and reliable answers, complementary knowledge management solutions are needed."

Accurate and refined answers

The KMS Lighthouse system is a cloud-based solution that integrates with the client's existing CRM systems. "We don't keep the customer's internal information," emphasizes Eliyahu. "The system comprises various tools, enabling the business client to personalize and fulfill all their requirements. So without development work on the part of the customer, the system can be implemented flexibly. We've created a business layer that enables customers to achieve their goals without coding, unlike other database solutions that demand extensive development work.

"The system includes a layer of content editors, who enjoy a highly advanced interface," he explains. "Afterward, we utilize AI tools to assist information consumers within the system in clarifying their queries. Our goal is to consistently guide users to the right information accurately. So if a service provider asks the system about the insurance coverage for medical tests, we can provide a concise yes or no answer or direct them to a long article. Our system works differently: it gives the user the answer they can rely on - from that same article. Of course, users can access the full article with a single button push, but in customer experience tasks where time is crucial, we ensure to deliver the precise and refined answer promptly."

The KMS Lighthouse company has conducted extensive development work behind the system. "We have a patent registered in the United States for our unique technology in regards to providing accurate answers," says Eliyahu. "The system's search engine is based on sophisticated algorithms and AI tools. This is the outcome of thousands of person-years of extensive development."

Beyond that, the system also includes a set of complementary tools for managing organizational knowledge. "There is a regulated process of knowledge approval and knowledge publication, including versions, change documentation, and a comprehensive information archive. Customers can specify a date range for information availability, which will then be automatically archived. For example, procedures often change, but employees want to review the old procedure. Our system enables them to easily compare versions. The goal is to provide a comprehensive view to the business user.

"Getting lost in information"

KMS Lighthouse's information management system enhances customer service and experience across service centers, technical support, self-support systems, virtual assistants, and physical branches. "In addition to addressing service issues, our system supports employee training and various human resources tasks," Eliyahu explains.

The company initiates its customer interactions by precisely defining the business needs within the organization. "We try to understand what bothers the customer, what is actually happening with them now, what their organizational ecosystem looks like, and what they aim to achieve. Our team conducts personal conversations to deeply understand the customer's situation, then proceeds to implement models in our system for the desired experience.

"Many customers get lost in their corporate information," he says. "In the TV show 'Ramzor', there's an episode featuring a man named Shraga, who works in a company where all tasks are directed to him. So actually, a significant portion of the knowledge is not even documented, but kept in the employees' minds. Some organizations fear knowledge loss and opt to centralize it within a single system."

The system includes diverse AI tools aiding employees in knowledge management tasks. "We use Azure OpenAI tools from Microsoft to introduce automation to various stages in the system. For instance, we've implemented advanced tools to assist content editors in writing articles more effectively and generating a list of questions and answers automatically. Beyond that, we use smart solutions to support multiple languages. We are a global company serving many global clients. Naturally, many of our customers operate different branches worldwide, where different languages are spoken. Our solutions enable seamless management of the entire multilingual process within the system: from taking an English knowledge item, converting it to German, and approving it, to publishing it."

"Reducing repeated inquiries"

One notable client for the company is GE Healthcare, a leading medical equipment manufacturer specializing in the development of imaging test systems, including MRI and ultrasound. "Their products end up in every hospital in the world," says Eliyahu. "One of the biggest issues GE HealthCare was facing was finding troubleshooting information. Although they had very good operating systems for various devices, locating information during hospital malfunctions was challenging. It's important to understand that shutting down MRI machines results in millions in damages. From the customer's perspective, the key priority was to provide field service centers with easily accessible information for faster problem resolution."

To deal with these challenges, GE HealthCare turned to the advanced KMS Lighthouse system. "We helped them with two tasks: training service representatives and reducing the repeated inquiries percentage to the hotline. Due to the complexity of GE Healthcare's products, it previously took six months to train a service representative. Using our system, they were able to shorten the training time to less than two months. As for the repeated hotline inquiries issue, this poses a significant challenge caused by an unsatisfactory response that failed to solve user's problems. Thanks to the system, they were able to reduce the repeated inquiries percentage by 90% - from 1.6% to only 0.1%."

"Not customers, partners."

"We view every customer as a partner," he emphasizes, adding, "We really like collaborating with our global partners, from insurance companies, banks, hospitals, to government organizations." Ultimately, knowledge management is a global concern for all organizations, and the significance of intelligent information management solutions is steadily increasing."

www.kmslh.com>>

Partnered with KMS Lighthouse from the Aman Group