Shelf: A Leader in the 2026 Gartner® Magic Quadrant™ for Customer Service Knowledge Management Systems
Midjourney depiction of the future of knowledge in customer service

The Future of Knowledge in Customer Service 2024

We live in an on-demand world. Customers expect every product delivered to the doorstep, every service ordered online, and any information they seek immediately available at their fingertips. When customers have questions, they expect answers–on demand. As customer expectations have risen, so have...

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Midjourney depiction of challenges and consideration in NLP

Challenges and Considerations in Natural Language Processing

The field of Natural Language Processing (NLP) has witnessed significant advancements, yet it continues to face notable challenges and considerations. These obstacles not only highlight the complexity of human language but also underscore the need for careful and responsible development of NLP...

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Midjourney depiction of high-dimensional data

What Are Embeddings in Machine Learning?

In machine learning, embeddings are a technique used to represent complex, high-dimensional data like words, sentences, or even entire documents in a more manageable, lower-dimensional space. An analogy would be nice. Right. Think about Lego bricks. A lot of them. High-dimensional data is like the...

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Midjourney depiction of neural networks

What are Neural Networks and How Do They Work With Generative AI

Neural networks involve a series of algorithms designed to recognize patterns, interpret data, and make decisions or predictions. They are modeled loosely after the human brain’s architecture. Neural networks have become a cornerstone of AI technologies alongside others, such as rule-based...

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Midjourney depiction of finetuning LLMs for accuracy

Fine-tuning Large Language Models for AI Accuracy and Effectiveness

We need more than just artificial intelligence. We need virtual experts that are accurate, authoritative, and effective. It’s not enough to deploy AI technologies to answer customer service questions, assist a doctor’s medical diagnosis, identify a negotiator’s key clauses in a contract, provide...

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