Jochem (2023)

Jochem is an internal knowledge assistant designed to streamline the workflow of various teams, including sales, design, support, and development. It provides instant answers to agents, helping to save time for team leaders and reducing the burden on them. The system learns from human answers to improve its efficiency and is fully compliant with relevant standards.

The primary function of Jochem is to make knowledge retrieval and management effortless. It integrates seamlessly with popular team collaboration tools like Microsoft Teams or Slack. Users can simply ask a question within these platforms to receive faster and more accurate answers. This feature is particularly beneficial for customer support teams, as it allows them to provide responses to emails and chats more efficiently. Jochem also reduces the stress on second-line support by learning from escalations and providing instant escalation to senior agents when it cannot answer a query. Moreover, it manages escalation logs within its platform, ensuring a continuous improvement in its knowledge base.

Jochem is also useful for providing operational insights. It offers insights into time saved and hot topics within the organization. The tool emphasizes the importance of quality input, as it transforms incidents into learning opportunities and suggests updates for new and conflicting content. These suggestions are automatically updated in the existing knowledge base.

To start using Jochem, a simple plugin is required. This plugin connects the company's apps and knowledge sources with Jochem. Users can easily set up Jochem's preferences and user permissions through its platform. The system is designed to be user-friendly and can be integrated without significant technical expertise.

Overall, Jochem presents itself as a valuable tool for organizations looking to enhance their internal knowledge management and support efficiency, providing a straightforward and effective solution for managing and accessing information.