What is an internal knowledge base chatbot?

An internal knowledge base chatbot allows you to hold a vast amount of internal company information in one place for your customer service team to access. One of the prime benefits of an internal knowledge base chatbot is that it can fast track new employee training and allow new starters to become more effective more quickly. The knock-on effect of that is it frees up more experienced staff to focus on quality customer care rather than line management and training. 

But internal knowledge base chatbots are not only for new starters, experienced colleagues can benefit from the depth of information they provide. It's virtually impossible for one employee to hold all of the information at all times that they need to do their job, so an internal knowledge base chatbot is a useful reference tool. 

Knowledge leaving your business is also a concern, particularly in high-churn environments such as customer service. An FAQ chatbot solves the issue of knowledge retention by keeping vital information at the fingertips of all team members.

What are the benefits of an internal knowledge base chatbot?

A knowledge base chatbot can support employees in ways humans can’t, giving them the information they need to do their job effectively from day one. The chatbot not only boosts efficiency for the new starters and experienced employees alike, it also saves line managers time and energy directing their teams to the correct responses. With teams able to solve their own issues, the chatbot helps to boost confidence, self-worth and morale within the team.

How to get started with an internal knowledge base chatbot

Whether you’d prefer a scripted chatbot or an AI chatbot, you can build it with the software offered by CM.com. Our team is available to provide the support you need to launch your own internal knowledge base chatbot.