Citizens advice bureaus across the UK adopt knowledgeAgent for energy saving tips and help25 October 2012
Synthetix provided a knowledge-base (knowledgeAgent) to the Energy Saving Trust (EST) with HGS UK in April 2012. It was for use in a new contact centre providing public advice on how to save energy in homes and businesses. Following the huge success of the tool, access to the knowledge-base has now been extended to over 300 Citizens Advice Bureaus (CAB) across England and Wales.
The knowledge-base contains a wealth of information which now allows staff at Citizens Advice Bureaus up and down the country to provide instant and accurate answers direct to the public. The knowledge-base also contains numerous factsheets which can be printed out and given directly to consumers.
As well as giving out advice on energy efficiency, the knowledge-base provides information about existing government schemes like the Carbon Emissions Reduction Target (CERT), which requires energy suppliers to install free or subsidised insulation. It also provides information on Warm Front, the government's heating grant scheme.
Susan Jones of Energy Saving Trust said: 'We have been really pleased with the knowledge-base and impressed with how easy it is for our advisers to use. This is partly why it has been rolled out to Citizens Advice Bureau staff as part of the Big Energy Saving Week campaign. It is great that we can reach far more customers with accurate information as part of this scheme'
Peter McKean, Managing Director of Synthetix said: 'We are excited to extend Synthetix knowledgeAgent out to the Citizens Advice Bureau. Our unique real-time search capabilities enable staff to get accurate answers to consumer questions about government energy schemes with unprecedented speed. We're proud to be part of this valuable initiative by the Energy Saving Trust.'
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Synthetix delivers "knowledge everywhere" through an award-winning suite of multi-channel online customer service applications that enable organisations to publish searchable FAQ content on the web, social networks, mobile devices and in call-centres, with live agent chat completing the loop. Celebrating 10 years of business, Synthetix is both ISO 9001 and ISO 27001 accredited and recognised globally as a leading vendor of customer service solutions.
Adam Ashcroft, Synthetix.
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