Disorganized Management
Knowledge storage relies on files without unified review and tagging standards. Inefficient knowledge search slows down the service ticket resolution process.
Volcano Engine is ByteDance’s core cloud service platform, covering core areas such as computing, databases, artificial intelligence, and storage. The upgrade and implementation of Udesk’s Large Model Knowledge Base has been successfully carried out at Volcano Engine.
This solution overcomes enterprise knowledge management difficulties, builds a standardized and intelligent knowledge operations system, and becomes a benchmark for knowledge management improvement among technology companies.
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The traditional knowledge management model is outdated and unable to meet the needs of large-scale, multi-scenario business. Four core difficulties hinder business development.
Knowledge storage relies on files without unified review and tagging standards. Inefficient knowledge search slows down the service ticket resolution process.
There is no full lifecycle management, causing a buildup of old and new knowledge and irregular updates, so the knowledge content does not reflect current conditions.
Knowledge classification is messy and data duplication errors occur frequently. The connection between service tickets and knowledge FAQs is broken, making detailed business operations impossible.
Knowledge search is separated from business operations, requiring complex cross-system operations and limiting the customer service experience.
Relying on large model technology, Udesk designed a full-chain knowledge operations solution tailored to the characteristics of Volcano Engine’s multiple business lines.
Based on the KCS methodology, it integrates various knowledge sources. Intelligent duplicate-checking mechanisms, multi-party verification, and version tracking work to standardize the entire process of knowledge production, review, and publishing.
It adapts to the needs of administrator, knowledge expert, reviewer, and business-line leader roles. Each role has clear responsibilities to achieve efficient collaboration and a clear division of authority throughout the knowledge operations process.
The integrated agent assistant enables instant knowledge search and use within service ticket scenarios. Multi-device intelligent bots are deployed to connect internal and external knowledge application scenarios.
It cleans up redundant knowledge and archives content regularly based on data, quantitatively monitors core operational indicators, and continuously ensures the quality of the enterprise’s knowledge assets.
After implementing the solution, Volcano Engine successfully achieved a comprehensive upgrade in knowledge management and maximized the core value of its enterprise knowledge assets.
Knowledge search becomes fast and practical. Each employee can produce 40 quality knowledge items per week, the content publishing cycle is significantly shortened, and the field team’s work experience can be captured and reused quickly.
Business knowledge classification becomes clear with a firm division of responsibilities. Full lifecycle management avoids errors and knowledge buildup and achieves standardized capture of enterprise knowledge assets.
Service ticket resolution efficiency improves rapidly. The professionalism and response speed of customer service are comprehensively optimized, supporting external standardized intelligent service and strengthening brand competitiveness.
Relying on the intelligent Large Model Knowledge Base, we help enterprises leverage their knowledge assets, overcome collaboration barriers, and improve service efficiency. This solution can be applied across various industries and business scenarios and can be customized to each enterprise’s knowledge management needs.
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