Spoke Releases Contextual Knowledge, Pushing the Boundaries of Slack Integration to Meet the Needs of Today's On-Demand Workforce

SAN FRANCISCO, April 30, 2019 /PRNewswire-PRWeb/ -- Spoke, powering the on-demand workplace to deliver immediate access to knowledge and support, has announced a significant expansion of its AI capabilities with Contextual Knowledge. This now allows Spoke to identify an employee's location, department, and employment type to offer personalized responses to common employee questions. The announcement comes in tandem with advancements to the company's unrivaled Slack integration, in a continued effort to help get employees what they need, when they need it, resulting in a happier, more productive workplace.

"Companies have become increasingly complex in regard to their employee statuses, with a mix of full-time, part- time and contracted workers, as well as multi-office locations and remote workers," said Jay Srinivasan, Co-Founder and CEO of Spoke. "The unique needs of each employee is equally complex – and, to lessen the burden on support teams, companies need to rethink how they can support them with software solutions."

Today's employees want fast, personalized access to knowledge and services. Traditional help desk ticketing systems are multi-step processes that are time-consuming overly-complicated for everyone involved.

Spoke is leading the movement toward an on-demand workplace with a modern ticketing platform powered by AI. Designed for internal support teams – like IT, HR, and Operations – that spend a lot of time answering coworkers' questions, Spoke auto-resolves up to half of repetitive employee requests without human intervention, or creates a ticket for the appropriate team to follow up. The result is efficient and personalized help for employees, without bogging down support teams.

Now with Contextual Knowledge, Spoke offers an even more individualized employee experience via:

• Resource Visibility regulates information sharing so the correct responses are shared with employees based on their department, contractual status, and location. For example, time off policies and benefits are likely to vary dependent on how long an employee has been with a company and whether they are full-time, part-time or a contractor. With Resource Visibility, an employee asking about time off will only be given information as the company policy pertains to them.
• Knowledge Preference means that over time Spoke learns about the resources most relevant to certain audiences based on location, department, and employment status. This means that a LA-based employee asking for the wifi password would be shown the LA office password first, but not be precluded from also asking for the NYC wifi when on the road.

The advanced features to the Spoke platform come as the company continues to build a strong relationship with the leading internal office communications platform Slack, which has 10 million highly engaged users. In a recent report, Spoke found that when given the option on how to submit support desk tickets, 70 percent of employees choose Slack. To meet this employee demand for convenience, Spoke offers direct help desk integration through Slack.

The integration between the two tech companies removes the three most common barriers to workplace productivity. Employees report receiving an average of 48 percent fewer emails and 24 percent fewer meeting invites after adopting Slack. Spoke removes the third biggest productivity killer —interruptions— by auto-resolving up to 50 percent of support requests.

"We are thrilled to have such a strong relationship with Slack," said Srinivasan. "With a Slack help desk backed by Spoke, employees reclaim the time they waste on email, in meetings, and answering repetitive questions. In turn, they're able to shift their time and attention more important, strategic work—tasks that truly move the needle for your business."

Starting April 30th, Spoke will be a featured app in the Slack App Directory.

About Spoke:
Spoke was built from the ground up to power the on-demand workplace by delivering immediate access to knowledge and support, inside of Slack and beyond. AI answers the repetitive questions — so support teams can focus on people. Spoke curates content across all your tools to provide a unique company knowledge base that uses search instead of hierarchy. Inside of Spoke, support teams get the full context about each request and the person making it. The company is headquartered in San Francisco, and has received funding from Greylock Partners, Accel Partners and other top-tier investors.

SOURCE Spoke