The customer support center feels like it is constantly facing difficult challenges. Agents can’t find accurate information, escalation rates have soared across the industry, customer responses can...
Artificial Intelligence
Answer Assist Creates Entry Level Experts
Customer support relies on agents who can answer questions quickly and accurately, but how can that be accomplished in an industry with high turnover and long onboarding? How can support agents be...
How AI Empowers Your Knowledge Base
In the rush to adopt strategies around artificial intelligence (AI), the most pivotal figures are the people in your organization tasked with navigating technology integration and making that...
What Will AI Regulation Look Like? Unpacking Proposed Restrictions
The future of artificial intelligence (AI) is promising, but the regulatory guidance is uncertain. We’ve seen tech leaders call for regulation and tighter controls, but federal agencies haven’t...
AI Copilot: The Future for Customer Service Agents
The customer service (CS) industry has been dramatically changed with artificial intelligence (AI) becoming increasingly more important. Customers expect 24/7 access to quick and accurate answers...
AI Productivity Unleashed: Study Confirms Greater Efficiency With Chat-GPT
GenAI promises to provide greater productivity to knowledge work and a recent study may be the conclusive proof organizations need to invest in AI productivity as a strategy. Harvard Business School...
How to Secure Your Job in Knowledge Management: Become a Knowledge Engineer
New technology means renewed fears of how it might affect your job. Artificial intelligence (AI) has captured the attention of organizations across all sectors — including 80% of CEOs who plan to...
The Future of AI: 4 Potential Scenarios of What Comes Next
We remain optimistic about generative artificial intelligence’s (GenAI) influence on work because we’ve seen the results of integrating AI into organizations. While there may be challenges for...
The Role of Artificial Intelligence in Knowledge Management
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The Best AI Knowledge Management Software
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Generative AI in Knowledge Management & Contact Centers
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AI & Knowledge Management: Top Uses in CS
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