The Digital Workplace – Brand New or a Has-been?
If you haven’t heard about the digital workplace, trust me, you will. Everything old is made new, and comes around again, and with a few tweaks, voila, it’s new. And so the digital workplace is new again, almost by just renaming it.
If we eliminate the fluff around the digital workplace, it boils down to one thing – information. That’s it. It is automating the process of retrieving intelligent content in context that solves a dilemma, by providing both a fluid environment able to change, in alignment with business needs, and information in context at the point of need.
Content in context, as coined by Concept Searching, is defined as follows: “Intelligent content in context is a core component within the digital workplace. It does not depend on source or environment. It is intelligent information delivered at the time it’s needed, in the right context to the right person, to improve decision making, perform an action, facilitate a process, or communicate with an application. Content becomes visible, understandable, and actionable.”
Based on Concept Searching’s Smart Content Framework™, the technologies are able to automatically identify intelligent content in context. Unlike traditional enterprise search queries, relevant content is retrieved at the time of need.
Internally, customer care, sales, administration, and knowledge workers will typically search on the same subject areas, and the search engine retrieves all information related to the queries. Intelligent content in context differs in that highly granular content is delivered, based on a particular process step, decision point, or user interaction.
An example is when a customer care representative takes a call from a client in a particular geography, requesting a product or service upgrade. Then relevant billing data, products, forms, policies, and regulatory information are all automatically retrieved, based on the client, geography, and process step being undertaken. This outcome resolves customer care issues quickly, increases productivity, and ultimately reduces costs.
A Concept Searching client, providing 24/7 customer care to veterans with brain injuries, replaced Google searches with Concept Searching technologies, which ensured quality of information and resolved questions more quickly and accurately than before.
Now the digital workplace makes sense. What do you think?