Knowledge Base Automation

Knowledge Base Automation

A process optimization project at Accenture focused on improving customer service efficiency through the strategic automation of an existing knowledge base.

Project Goal & Management

Goal: To improve customer service efficiency through knowledge base automation.

As the lead on this initiative at Accenture, I collaborated closely with engineers to design, develop, and implement a comprehensive automation solution. The project was managed from conception to delivery, ensuring the final product met both technical requirements and the practical needs of the customer service team.

Project Process & Delivery

The project was executed in distinct phases to ensure a successful outcome:

Research & Opportunity Identification

Conducted in-depth research to identify key automation opportunities and integrated customer feedback to ensure the accuracy and relevance of the automated content.

Development & Implementation

Led the initiative and worked with engineering teams to build and deploy the automation solution within the existing knowledge base framework.

Team Training & Transition

Developed and delivered training for the customer service team to ensure a smooth transition to the new system and to foster ongoing success and adoption.

Project Quick Facts

Accenture
Client
Senior Associate
Role

Core Focus Areas

Program Management
Customer Service Research
Process Improvement

Skills Utilized

Cross-functional Team Leadership
Process Improvement Projects
Analysis and Problem-Solving
Process Improvement Training
Project Management
Prototype Design
Six Sigma