Automated Quality Index for Knowledge Management

Abstract

Endress+Hauser after-sales service works with a CRM system, where a large amount of knowledge articles are available to resolve customer enquiries. In order to ensure that high quality standards are met, knowledge articles are periodically reviewed and evaluated by KCS Coaches based on the Article Quality Index (AQI), as proposed by the KCS guidelines. However, in the current situation, only excepts of all produced knowledge articles are looked at in a randomized fashion, since this is a labour intensive task and no partially automated tool is available.