Exploring the Key Features and Benefits of Norm: A Competitive Advantage

December 11, 2024

Knowledge bases are an indispensable tool present in nearly every business. Not only are these bases necessary in order to provide customers with support via documentation or FAQs, but they are also a centralized location where all company knowledge can be stored. Over time as the data within this base grows more extensive, the less efficient searches for answers within it can become. In addition to this problem, most knowledge bases are built atop archaic systems that can make making updates to knowledge an uncomfortable hassle.  

The ability to more efficiently update and parse this knowledge and answer questions in concise natural language via the search tool is just one feature amongst norm’s main offerings as a knowledge base solution. In this week’s article we’ll be diving into more of the specific features our platform offers. Doing so will allow you to better understand how norm can provide your business with a distinct competitive advantage. 

Generative AI for Search Efficiency

One of norm’s key – and arguably most exciting – feature is its search empowered by generative AI. This allows our platform to provide customers with direct, precise answers to their questions, as pulled from the pre-programmed articles our AI judges relevant. Through use of guard rails, we ensure norm answers questions based only on the articles your business places into the entirely manageable CMS (Content Management System), nothing else. In addition, norm’s CMS allows your business to add PDFs as searchable articles whose contents can influence the generative response. This is an especially impressive feature when compared to other traditional knowledge base platforms, where PDFs are typically only accessible as non-searchable attachments. 

The implementation of generative AI into our solution not only makes the customer experience more efficient by entirely removing the browsing time customers would spend searching articles for their answers but also enhances the user experience. 

Customizable Articles 

The content within the articles on norm’s CMS is customizable 24/7 within the built-in rich text editor. Any changes to articles, once saved and published, take effect on the public-facing base within seconds. In the case of larger changes being made wholly to article content, version control is built into the article management present on norm’s CMS.  

This feature is especially valuable in the case of businesses that want multiple versions of their articles, with the added security of being able to switch to a previously edited version at any time. This feature, when paired with the reporting and analytics feature that will be covered later, is a great way for your team to – for instance – determine which version of an article their audience is most receptive to. 

Distinct Internal and Public Content  

Businesses typically have a wealth of knowledge content accessible within their base, some of which should stay visible to only employees. Adrentech’s norm has a solution for this, allowing you to classify content and its visibility to customers based on the parameters of Public, Internal or both. In cases where some internal content must be placed in public-facing articles, norm also has a built-in solution for that. Our rich-text editor allows for internal-only visible modules to be securely placed anywhere alongside public content. 

Advanced Analytics and Reporting 

Tracking articles, or question popularity is made easy within norm’s reporting tool, accessible 24/7 on its CMS. Tracking data, such as specific questions and their success rate, allows your business to be in-the-know on whether there are any potential gaps that exist in their article base’s knowledge, or even whether an article is being searched less often and may need to be updated. In addition to this, our reporting tool empowers your business to gauge how reliable specific answers were from a customer perspective, via the 1–5-star feedback customers can provide with each answer provided via the generative response. 

Interested in learning further details on any of the features mentioned here, and more about how norm can empower your knowledge base needs? Schedule a demo here.