Yext, Inc. (NYSE: YEXT), the Answers Company, today announced that Support Answers, its AI search solution for customer support teams, earned the Knowledge-Centered Service (KCS®) v6 Aligned designation from the KCS Academy of the Consortium for Service Innovation.
The designation is given to companies whose tools or services aid in the implementation, adoption, and long-term success of KCS v6 best practices. Yext Support Answers, built on an advanced, natural language processing (NLP)-powered platform, improves the findability of support-related content by giving users immediate access to information from across the enterprise with AI that understands the context behind every ticket and search query.
"Since its launch, Yext Support Answers has been improving both customer self-service and support agent experiences, and we're proud that its support of KCS has been officially recognized by the KCS Academy," said Joe Jorczak, Head of Industry for Service and Support at Yext. "Our KCS v6 Aligned designation is a powerful sign that indicates we are committed to delivering the best possible solution — one that enables KCS best practices — to customer support teams around the world."
As the next iteration of Yext's collaboration with the KCS Academy, Jorczak will host a digital event called "KM Outcomes: Findability vs. Discoverability" as part of the KCS Aligned Vendor Series. The event, scheduled for April 28, 2022, will cover the concepts of findability and discoverability, as well as the knowledge management strategies that KCS practitioners can adopt to improve the usefulness of content in every digital channel.
KCS®️ is a service mark of the Consortium for Service Innovation™.