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Glossary

Knowledge Base

TTEC | Glossary | Knowledge Base

What is a Knowledge Base?

A knoweldge base is a data base that is used for storing, sharing, and managing a set of information that employees of a company need access to. Very often a knowledge base is used in customer service and in contact centers to ensure that agents have a database they can search to find the answer to customer questions. Unfortunately, many organizations have multiple knowledge bases that can make this task very difficult. Newer technologies, including knowledge architecture and knowledge AI, are working to make this a more effecive and accurate database for contact center agents and customer service agents.