A modern trend for customers is trying to fix a problem first before contacting customer services. To adapt to this trend our client wants to offer a self-service web platform to its customers. The customer should be able to search for occurring problems and always get high quality answers from the system. The source knowledge comes from the internal CRM system. Allowing the customer to search for solutions by themselves empowers them to actively pursue the solving of a problem. An additional benefit would be a reduced strain on the customer care centre.

The project was split into the four phases: research, integration, development and verification. In the Research Phase we gathered information about knowledge management methods and did a field research on how other companies present their knowledge online. During the Integration Phase, we focused on automating article quality checks and the business value of this project was estimated. The development phase was the timeframe, where we built a KNIME workflow prototype to show how automated quality check can be done. In the Verification Phase the project’s documentation was finalised and the deliverables were handed over to the client.

During our project we created several documentations, which contained our analysis on how KCS (Knowledge Centred Service) works and which of its techniques can be automated, a field research and definitions of a web service from the business and technical perspective. Furthermore, we created an article quality check prototype, that shows how a system can support KCS Coaches in assessing their Knowledge Workers performance. The KCS Coachs no longer must create the checklist manually, since the creation is fully automated, which saves them time.