Case Study: Serco achieves faster, more consistent public health advice with Knowledge Powered Solutions

Serco finds answers in seconds with Knowledge Powered Solutions

Serco, a Business Process Outsourcing operator, managed multiple public health information services from a single contact center. Their challenge was ensuring highly trained agents had immediate access to a wide range of complex, consistent, and accurate subject knowledge to handle sensitive citizen queries. They partnered with vendor Knowledge Powered Solutions to implement its Universal Knowledge solution to address this need.

The solution from Knowledge Powered Solutions empowered agents with an intuitive natural language search tool that could find relevant information across disparate sources within seconds. This allowed Serco to easily migrate its existing information and leverage it with minimal setup time. The key results were significant efficiency gains, as agents could instantly access the precise information needed to provide consistent and quality advice.

Serco