Case Study: Health and Education University achieves consistent, effective multichannel service and improved self-service with Knowledge Powered Solutions

Service Knowledge Management Interactions in Health & Education

Health and Education University, operating in an increasingly competitive student and patient market, needed a way to deliver accurate, timely service interactions across multiple channels. To address this, they worked with Knowledge Powered Solutions and deployed the KPS Knowledge Management Software (a service knowledge management solution) to ensure consistent, high‑quality responses for prospective students and healthcare clients.

Knowledge Powered Solutions implemented a single indexed knowledge base with multichannel delivery, natural‑language search, and reporting/curation tools to close knowledge gaps and refine answers via user feedback. The result was consistent, faster answers across self‑service and agent channels, improved agent effectiveness and ongoing reduction of knowledge gaps — measurable improvements in response consistency, resolution times and knowledge‑gap closure driven by the KPS reporting tools.