Decision Trees for Subject Matter Experts
Subject Matter Experts Use Decision Trees to Communicate Their Knowledge
A subject matter expert (SME) is one of those invaluable assets in an organisation who always has the answer in their area of knowledge. While being an asset there is always a risk that the expertise is not available or is withheld for some reason.
As an example the subject matter may be legislation and the subject matter expert may be the person who drafted the legislation or who did the research used by the lawmakers. Knowing there will be questions from the public about the legislation an organisation can either direct all questions to the SME or distribute the knowledge to the rest of the organisation (including a contact center) via learning or a knowledgebase.
Mapit Designer is a simple decision tree mapping tool that enables your subject matter expert to layout their knowledge in a way that enables colleagues and clients to have access to the knowledge while not possessing the expertise.
Guide Users Through Complex Interactions to Reach a Defined Result
Most people will start any interaction with a question. Mapit Designer allows the subject matter expert to anticipate the question as a basis for the start of the interaction and then prompt for further answers to deliver the appropriate answer.
Say a client calls with the questions: "Do I require a permit to build a deck attached to my house?"
The person answering the query can find Mapit scripts pertaining to decks in your internal system and then proceed by asking appropriate questions such as: "Will the deck by greater than 20cms from the ground?" and so on (see the demonstration script below for a real script).
Crucially the question can usually be answered on the first interaction, the subject matter expert can go on building their expertise without interruptions to answer trivial questions and the client (most importantly!) gets the right answer.