CraftTalk KMS

The main articles are:

• HRM Classification
• Functionality of HRM systems
• Call Center: Purpose, Types, and Tasks
• SaaS - History. Philosophy. Development drivers
• Knowledge Management

2022

CraftTalk KMS Integration with Sigurd-Mind IP Contact-center

Inclusion in the register of domestic software

On March 28, 2022, the company, CraftTalk the creator the Russian AI of the platform for text communications, a participant, Skolkovo Foundation announced the inclusion of its next development - the CraftTalk knowledge base - KMS in. register of domestic software

"The issue of import substitution of falling Western solutions is quite acute. Our knowledge base is able to quickly replace such products as KMS Lighthouse, Confluence (Atlassian), Vision. To facilitate and accelerate this process, the CraftTalk team developed connectors and an emergency migration plan from these products, "- commented on the event Denis Petukhov, CEO of CraftTalk

CraftTalk KMS Knowledge Base is a system that stores, distributes, and manages all collected corporate information. Enterprises can use it as a verified omnichannel source of knowledge on all necessary issues (internal company procedures, HR information, knowledge base for IT, business processes, project information, quick access to information through chat, news mailing, the necessary working tool for a corporate call center and a text assistant based on artificial intelligence.

In the solution, data and information are consolidated and structured, which allows each team member to quickly find the necessary information, quickly immerse new employees in the desired topic, and also easily exchange information with individuals both within the company and outside it, if necessary and approved by the information security policy.

The register of domestic software now includes several CraftTalk products:

• Knowledge Management System (KMS). Replaces: KMS Lighthouse, Atlassian Confluence, Notice.
• Omnicanal chat platform. Replaces: Intercom,, Genesys Avaya AIC, Cisco Unified Contact Center and,. Cisco Unified Contact Center Express Zendesk
• and Intellectual chat boat assistants. Replaced by: Google DialogFlow,, IBM Watson Oracle Chatbot and Digital Assistant,. SAP ConversationalAI

All CraftTalk products have both a cloud version and an option for deployment in the customer's internal infrastructure.

Finding CraftTalk solutions in the domestic register ON will allow customers to purchase them at a lower price due to exemption from payment. VAT In addition, customers will be able to count on tax deductions and preferential conditions crediting provided for in the second package of support measures - IT the industry and are under development.

Knowledge Management System Presentation

On February 9, 2022, the company, CraftTalk the creator of the Russian AI the text platform, announced contact centers that it was entering the system market () knowledge management Knowledge management with the company's next product, the CraftTalk KMS knowledge base. The solution is built in a paradigm for no-code rapid implementation and effective training employees to work with it. 

According to Verified Market Research (VMR), the global knowledge management software market was worth US $22.45 billion in 2020 and is projected to reach US $58.81 billion by 2028, increasing by an average of 12.5% between 2021 and 2028. Moreover, such factors as reduced call processing time, optimized management, reduced training time and increased customer satisfaction will contribute to its dynamics. Among the key customers of this market are the government segment, production, finance and insurance, pharmaceuticals and medicine, IT and telecommunications, E-comm and others.

At the beginning of February 2022, such products as Gridnine (Jira), KMS Lighthouse, Confluence, Bitrix24, Minerva were most widely represented on the Russian market of knowledge management systems, with only the last two being domestic solutions. The CraftTalk KMS knowledge base has incorporated the developments presented in competitive products and is based entirely on Russian technical expertise. 

"In the CraftTalk platform, the knowledge base block has always been one of the key for organizing operator collaboration call centers and. artificial intelligence It is he who helps operational high-quality training boat and effective responses. At some point, thanks to feedback from our large corporate clients, we realized that our product is interesting as a separate solution in the segment of corporate knowledge management systems. For these purposes, CraftTalk has been seriously refined, and we are bringing it to the Knowledge management systems market at a high technological level, "- commented on the event Mikhail Sbitinkov, CTO and co-founder of CraftTalk.

CraftTalk KMS Knowledge Management Solution is a database that stores, distributes, and manages all collected corporate information. Enterprises can use it as a verified omnichannel source of knowledge on all necessary issues (internal company procedures, HR information, knowledge base for IT, business processes, project information, quick access to information through chat, news mailing, the necessary working tool for a corporate call center and a text assistant based on artificial intelligence).

In the solution, data and information are consolidated and structured, which allows each team member to quickly find the necessary information, quickly immerse themselves in the desired topic of employees, and also easily exchange information with individuals both within the company and outside it, if necessary and approved by the information security policy.

The CraftTalk knowledge base has the following functionality:   

• Simple and user-friendly wiki-based interface. Moreover, when searching, according to keywords, users do not need to open each article found, the relevant snippet from the material is highlighted in the already open window nearby. The interface allows you to use knowledge base articles immediately from the editor space and does not require switching to other systems. The interface has built-in search with a mechanism for correcting probable grammatical errors of users. 
• Intuitive graphical script editor (scripts) for operators or bots. Visual flowcharts implemented in no-code technology will help employees create fairly complex scenarios for talking or selling without involving a specialized specialist. 
• Notification center with built-in access delimitation and mailing settings. Any base is constantly replenished. The Notification Center will help communicate the changes to all concerned employees. Moreover, the tool contains such functions as mandatory notification, a note on familiarizing an employee with the information received, the possibility of opening a dialogue on a controversial change or for clarification from the author. Dialogs automatically become the "history" of this edit with the consolidation of authorship, so that you can always understand their cause, initiator and performer. 
• Access to the knowledge base via messenger or chat. CraftTalk cloud technology allows you to use the corporate knowledge base right in the messenger chat. This function is relevant for employees outside the office, as well as for operators or voice assistant who conduct a dialogue with a client or employee in the messenger. There is no need to switch to other systems, the integration of the knowledge base displays response options directly to the chat. 
• Omnichannel tool for automatic layout and sharing of articles. The CraftTalk database has an intuitive visual editor for article layout in markdown technology. It allows you to make up articles in an easy-to-read form without additional preparation: with beautiful titles, fonts, illustrations, etc. The editor is configured so that the article automatically adjusts to the recipient's interface (web browser, messenger, email, etc.). Articles are created immediately with the preservation of markup for training the AI bot and the formation of bot dialogue scripts, if necessary. 

The solution integrates with existing company knowledge bases and other enterprise systems. Single Sing-On (SSO) authorization is available to facilitate integration of the solution with the existing enterprise IT landscape. 

All functionality of the updated knowledge base is fully available to current users of the CraftTalk platform working with the cloud version of the solution.