Upland RightAnswers AI Knowledge Platform for Enterprise
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Needs work
What do you like best about the product?
Simple to use for novice users, but it's not really designed for power users. The Taxonomy feature is nice. The pre-made content categories in solution templates are helpful, but you also have the flexibility to create your own templates. The HTML cut-and-paste feature is nice. The wand/AI features are nice to DRAFT verbiage.
What do you dislike about the product?
The search feature is not very usable when you are trying to create links. The neural search algorithm doesn't always work right. Sometimes, certain expected articles aren't found by searches for keywords that are in the article or title/text, even if you set the boost high. I think there needs to be a way to select more than one article at a time and export them as a PDF, instead of one article at a time. Misspelled words, bad punctuation, and grammar errors should be highlighted in red text in the article (as in MS Word or Oxygen) and allow you to correct them by right-clicking on them and selecting suggested corrections. The TinyMCE editor used by RightAnswers is not very feature-rich.
What problems is the product solving and how is that benefiting you?
Combining contact center articles and knowledge base/help articles in one place is our goal, and the product has a simple enough user interface to allow non-writers to draft articles. The built-in and customizable workflows are useful for the authoring, review, editing, and publishing processes. The product encourages topic/article-based writing.
My Testimony of RightAnswers
What do you like best about the product?
I really appreciate the structure and the clean layout of the content, as well as how straightforward it is to set up and implement. Our customer support team relies on it regularly. We also make use of the reporting features to monitor usage and identify trends. Our point of contact has been phenomenal, and we feel well supported as we continue to use the software. We're looking forward to all the future releases.
What do you dislike about the product?
I wish it were easier to integrate our knowledge base with Salesforce. We've been experiencing ongoing issues and setbacks for months, which has made adoption challenging. Some of our technicians struggle to use the knowledge base consistently because they already have so many tools and tabs open, and the Knowledge Base just becomes another tab to manage. Beyond the integration difficulties, I also wish there were a built-in way within the platform to suggest new articles or ask questions about missing information, so that authors could address those gaps directly. Right now, we have to rely on external tools like Slack channels and workflows to collect that kind of feedback, which isn't ideal.
What problems is the product solving and how is that benefiting you?
Duplicate Detection will be extremely valuable for us. With more than 4,000 articles created by different teams and agents over the years, being able to consolidate this content and more easily clean up outdated knowledge would be a significant help. Additionally, having AI agents to assist in writing articles would make a big difference. As leadership has changed, support for the RightAnswers KCS program has declined, and we are finding it difficult to secure leadership involvement and management support to ensure that KCS authors continue to create and maintain knowledge on a regular basis.
Limited platorm, but CSM support is amazing!
What do you like best about the product?
Our CSM provides exceptional support, consistently going above and beyond to assist our company. His proactive approach, including ticket creation and immediate responsiveness, is invaluable. This high level of service mitigates some of the platform's drawbacks. During contract renewal, he efficiently addressed our concerns and negotiated a favorable agreement tailored to our needs.
What do you dislike about the product?
This platform is severely hampered by outdated features and a lack of essential functionalities. The absence of an integrated spell checker necessitates time-consuming manual checks for each article, impacting author productivity. Image editing capabilities are archaic and reminiscent of early 2000's software. Furthermore, the self-service portal lacks customization options, and the process for requesting and implementing changes is cumbersome and requires excessive service hours.
What problems is the product solving and how is that benefiting you?
The implemented self-service support portal offers customers convenient access to a wealth of DIY resources and troubleshooting information. The simplistic design of the portal allows users to quickly locate helpful content by first selecting their relevant product category. From there, they can explore a range of solutions, FAQs, and guides tailored to their specific product needs. This empowers customers to resolve common issues independently and at their own pace.
This has been a great experience and would do it again.
What do you like best about the product?
It provides insight and is helpful when making decision or gathering research. Customer support is excellent and it is easy to implement and integrate especially for frequent usage. There are a number of features that are provided and it appears to be easy to use no matter the technology background the user may have.
What do you dislike about the product?
Sometimes too many features is overwhelming and can cause a user to stop and not want to use it anymore. Having customer support helps but their availability may not always line up with the users and can discourage future usage. This may be more daunting to the user especially if they don't use technology often and using technology is not their strong suit.
What problems is the product solving and how is that benefiting you?
As of today, It isn't solving any business problems currently, but I am hoping to improve our usage of technology and implement a more simple and user friendly software that can provide assistance to many different users. Whether they are tech savvy or not, will not matter and will provide assistance to anyone.
Its very helpful tool
What do you like best about the product?
I found the AI search capabilities to be most useful for my work and giving me ready and helpful smart answers i can directly use to my advantage. Its helpful it “detects” the low value calls so we have more time to focus on the really important ones and make our work process more productive l. Overall im happy.
What do you dislike about the product?
Im not sure there is something that i can characterise as “the least useful” but since i have to put 300 characters in my answer i will force myself to say thar maybe the option to bring our own AI cuz we don’t have one so its not a much of a use to me personally however i can see how its a plus for most people.
What problems is the product solving and how is that benefiting you?
Upland RightAnswer is solving the problem with new employees with its “AI Guide for contact centers” so thats very helpful for any new team member also its putting less weight on the managers with the new team memeber’s onboarding so thats a great quality amongst all other options. Im happy with it.
Good for Quick Access to KBs
What do you like best about the product?
I like the user-friendly interface as well as the effective knowledge segmentation. I can easily access different KBs within a single program. This saves me so much time! I also like how the customer support is responsive. This is crucial for when I need to access something while having a customer on the line and I face an error.
What do you dislike about the product?
The first thing I noticed is that the training materials is a bit outdated. I'd suggest updating all training materials to match the updates they do on the software. I also don't like how it takes so much time to implement a development request. This is not a big deal as I like the software as it's but I'd really appreciate a quicker action.
What problems is the product solving and how is that benefiting you?
Easy access to KBs is one of the most important things in the business. Upland Centralizes KBs into single place, which solves the issue of inefficient search and slow issue resolution. Instead of spending hours trying to find the right information for a ticket or a customer request, we're able to easily access that information.
Successfully integrated and did everything I needed it to do
What do you like best about the product?
The effectiveness it provided when needing clear answers in a time sensitive situation. The easiness of using the software was an immense help also, implementation was easy for the team. Any experience we haad with customer support went well. Becuase we use salesforce, there will likely be an increase of use.
What do you dislike about the product?
I found no downsides of using Upland RighAnswers
What problems is the product solving and how is that benefiting you?
It's helped with finding info quickly while an agent may be on an active call and needs the next steps as quick as possible
Best Business Software
What do you like best about the product?
Increase Revenue and reduce if you use this software.
What do you dislike about the product?
This is good, but little bit slow sometime. Some glich while enter the data.
What problems is the product solving and how is that benefiting you?
I can manage my team in different countries and check the report of every employee in one click.
Powerful AI assisted knowledge.
What do you like best about the product?
RightAnswers has been a huge time saver for our team.
The AI assisted search is extremely fast, pulling up the right answers without us having to dig through every source. I also love how AI-generated articles make knowledge creation so much easier - just one click, and it's ready to go!
The AI assisted search is extremely fast, pulling up the right answers without us having to dig through every source. I also love how AI-generated articles make knowledge creation so much easier - just one click, and it's ready to go!
What do you dislike about the product?
Sometimes the AI-generated responses need a bit of tweaking to be fully accurate.
What problems is the product solving and how is that benefiting you?
As a knowledge base that doesn't force us to sift through many different sources.
My experience was good. I didn’t have any bad feedback for the most part. It was a good experience.
What do you like best about the product?
What I like best about land right answers is that it is easy to use and get the answers that I'm looking for to help me on a project or dealing with a work situation.
What do you dislike about the product?
Do not dislike anything about Upland writing answers so far I've had a great experience
What problems is the product solving and how is that benefiting you?
Work belated to any business I'm working on a project
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