Managing your entire organization’s knowledge is critical to your success. Whether you’re capturing employee expertise, organizing documents, or delivering training, knowledge management tools provide the infrastructure to keep your information accessible and up-to-date. But which...
Knowledge management (KM) is changing dramatically due to its role in supporting artificial intelligence (AI) solutions. It’s never been a better time to attend knowledge management conferences and get a sense of how KM is changing across industries. Here’s a breakdown of the knowledge...
As companies work to ensure the accuracy, compliance, and ethical alignment of their AI systems, they are increasingly recognizing the importance of AI audits in their governance toolkits. What Is an AI Audit? An AI audit is a comprehensive examination of an AI system that scrutinizes its...
Propensity score matching (PSM) is a statistical technique that reduces bias in observational studies. By calculating the probability of treatment assignment based on observed characteristics, PSM creates balanced groups for more accurate comparisons. In business, PSM is used to evaluate the...
How can you improve agent productivity? You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If customer support technology is so good—the platforms, IVR...