Cherwell

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Kaleo for IT is a Cherwell Partner and a member of the
Cherwell Technical Alliance Program

Kaleo for IT is fully integrated with Cherwell, bringing Answer Management directly into the workflow for your service desk agents and end users.

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Integration Features

Content Transformation

You've spent time writing knowledge articles, and Kaleo can convert them to Q&A for you. By uploading a knowledge article or any document, Kaleo will find Q&A using advanced natural language understanding algorithms.

Predictive Service Portal Search

When an end-user performs a search in the portal, Kaleo answers relevant to the search terms are included in results so that they don't have to read through knowledge articles looking for an answer.

Email Notifications

Kaleo answers are included in email notifications at incident creation, providing links to relevant self-help — providing the end-user the opportunity to resolve their own issue more quickly, and deflecting work from IT.

Incident Notes

As users click, view and navigate suggested Kaleo answers, comments are inserted into the incident record so agents know what the user has already tried. Closure information is also auto-populated when the ticket is closed.

Incident Stream

Kaleo pulls new incident data hourly for repeat-call analysis, so call-spike culprits are brought to light quickly, and new questions can be answered in real time to aid deflection.

Mobile Experience

Kaleo's mobile application enables the service desk team to see how self-help is performing from anywhere. End users are also enabled to find answers to questions while away from their desks and open a ticket from mobile if needed.

Business Value

KALEO-IT2 (2)

We live in a world where self-help isn’t just an option, it’s an expectation.

With knowledge always readily at our fingertips, we’ve become used to Googling or YouTubing how to resolve our own problems fast. This isn’t just a preference in our personal lives; we expect the same at work.

You’re writing knowledge articles but aren’t getting full value from them.

Writing knowledge articles takes a lot of time and resources, so it’s a shame when they aren’t being used. With Kaleo, you’ll get full value from your articles by having them transformed into Q&A that people will actually read.

You’re spending $$$ on problems that could be resolved by self-help.

At an industry average of $16 per ticket, you’re spending big bucks on IT problems you’ve already addressed. Kaleo reduces cost by deflecting tickets and making self-help the preferred way to resolve a ticket.