ChatGPT and other generative AI platforms are transforming how we access information, answer questions, and even create and interpret art. But there are limitations when it comes to performing more complex tasks like planning an event, or chaining multiple steps together like conducting buyer...
Transforming your customer experience (CX) requires more than skilled customer service agents and advanced tools—it demands a streamlined, accessible system for managing knowledge. Contact center knowledge management ensures that agents and customers have immediate access to the right...
Staying ahead of trends in knowledge management isn’t just about keeping up—it’s about gaining a competitive edge. As technology evolves and the workplace continues to change, your ability to adapt will determine how well you manage and leverage knowledge. In 2025, trends like AI automation,...
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...
At the core of human cognition is the concept of “attention,” a mechanism that allows us to focus on particular elements of our environment while filtering out others. This concept has inspired a transformative feature in deep learning models: the attention mechanism. By emulating the way humans...
As the deployment of Large Language Models (LLMs) continues to expand across sectors such as healthcare, banking, education, and retail, the need to understand and effectively evaluate their capabilities grows with each new application. Solid LLM evaluation metrics for assessing output quality are...
The world is changing because of artificial intelligence (AI), but for many businesses it’s not clear how we get from the way things are now to the hyper-productive utopia pitched by AI solutions. For many executives and VPs tasked with integrating AI into their business, their focus is on...
According to a study by IBM, the global average cost of a single data breach amounts to $3.86 million. That’s an average of $148 for each lost or stolen record containing sensitive and confidential information. This stat highlights the difference between products built for small teams and...
This product update covers a significant new product feature that takes the Shelf Analytics functionality to a whole new level. But before diving into the new Shelf Insights Platform, there are a couple of additional recent enhancements that are worth taking a quick look at. Search Auto-suggest...
Our first product update for 2019 includes improvements to finding content, easier access to meta information for individual pieces of content on the Gem Page as well as a brand-new tag library. Sorting Results by View Count Shelf’s powerful search algorithm makes it...