Company: TATA CONSULTANCY SERVICES
Company Description: TCS, a global leader in IT services, consulting, and business solutions, leverages technology for business transformation and helps catalyze change.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Collaboration Solution– Implementation
 Nomination Title: AI powered knowledge delivery ecosystem
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated implementation, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- State the the date on which the nominated solution was first available:
This nomination is about implementation of TCS Adaptive Knowledge Bank for a large australian bank in August 2024 which has improved client's customer and user experience significantly.
35% faster onboarding; 25% increase in FCR; 20% reduction in AHT; 15% reduction in rework
- Describe the features, functions, and benefits of the nominated collaboration solution (up to 350 words):
Total 177 words used.
TCS Adaptive Knowledge Bank (a.k.a. AKB) has an AI-powered search engine that significantly improves search by leveraging NLP/ML for content search within documents (like word, PDF, etc.), power point presentations, self-learning videos and audio files. Generative AI-powered chat engine provides a user-friendly interface for query-based information retrieval. Streamlines document management processes by having an entitlement based integrated workflow for creating, updating, and managing documents. Moreover, Predefined templates simplify content creation, editing, and management. Collaboration tools foster teamwork and communication with features like group announcements, discussion forums, bookmarks, refresher assessments and user metadata analysis. Seamless data transfer is enabled through orchestration of push and pull capabilities. Easy integration with various data stores, including NAS, AWS, S3, etc. It also offers bulk upload for effortless user and document onboarding. Global Settings to manage multiple groups of users access & entitlements. A suite of thirty pre-built reports with an option for customization to cater tailored data analysis. Reliable alerts and notifications to enhance the overall user experience, within a hybrid model that accommodates both cloud and on-premises deployments.
- Outline the need or problem that was identified, why the solution was chosen, how the solution was implemented, and the results of your implementation to date (up to 350 words):
Total 256 words used.
When information and knowledge is not actively cultivated, performance & experience takes a hit. During the requirement discussion, observed client’s operations users are desperate for right process information to make prompt and informed decisions. Users were spending a considerable amount of time during their work week just to search for information that ought to be easily accessible. Obsolete and redundant documents have led to customer and merchant escalations due to service discrepancies, affecting user experience, morale, etc. The disparity in service led to a rise in call volume/complaints, supported by complaints received via emails and social media platforms. So, it was clear that there is no practical and systematic way to track expiry and manage updates to knowledge artifacts. It was evident that there is lack of consistency in the production of knowledge artifacts such as Process Manuals, SOPs, requirement documents, and related materials within various business and IT areas. The diverse folders and their dispersed locations in which the articles were stored, moved, and managed posed a challenge in monitoring changes. Both the business & IT departments lacked motivation to collaborate to generate ideas to improve and propose appropriate changes to the existing knowledge articles. The recommendations and input from subject matter experts were not consistently incorporated, supervised, and documented. Documents are reviewed and updated manually in a reactionary manner, often following an escalation or in response to audit findings.
Situation demanded an AI powered knowledge management ecosystem to address all the challenges mentioned above and it should demonstrate value in less than 6 months.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 194 words used.
To start with, new standard operating procedures were developed in a format that was approved by the client's internal quality and compliance team. Existing artifacts that met the defined standards were uploaded directly into the TCS Adaptive Knowledge Bank (AKB) utilizing its bulk upload functionality. AKB was integrated with clients AD to simultaneously onboard users. The document owners and other key stakeholders were granted access based on their entitlement to read, edit, and approve the artifacts. AKB functioned as the single source of truth for operation users, allowing them to access pertinent information efficiently through its AI-powered search engine. Intelligent search results were generated based on the content, while also prompting users to propose and assign appropriate keywords to enhance the accuracy of search results. Users who interact with customers were able to designate and save certain critical artifacts on the home page as their favourites, allowing them to access them regularly without the necessity of saving a local copy. The AI-driven knowledge management system significantly boosted user morale and experience within a timeframe of under 6 months. The rate of first call resolution experienced a notable increase, consequently enhancing the overall customer experience.
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