6^th Annual Edition

IKSL is aimed at empowering farmers and the rural community by delivering precise agricultural information over mobile phones. It provides voice-based agricultural and other related information. The company needed to reduce the time it takes to service customer's on its helpline by empowering content managers with contextually relevant information. Such information would typically cover farmer profile, frequently asked queries, alerts and trends, and diagnostic tools for rapid query resolution. To achieve that, Mittal had to create an integrated information management system (IIMS). The software has been developed to create a database of the knowledge content disseminated through helpdesk queries. This makes room for a workflow-driven approach for information artifacts, such as out-bound calling scripts, helpline conversations, feedback, and success stories. All artifacts follow a well-defined taxonomy for easy and effective information navigation and search, reducing the time taken to service customers.