Shelf Blog

A knowledge base can be empowered by AI and provide streamlined onboarding, greater security and compliance, and reduced strain on resources.

The CASC approach hopes to provide regulation that is “future-proof” since it gives agencies free rein to keep adapting to the evolution of AI technology, but it doesn’t provide the clear direction some organizations may want (or need) to pursue their AI strategy.

Shelf Search Copilot is a comprehensive solution that enhances agent efficiency, fosters customer satisfaction, and offers a concrete step forward to infusing AI into everyday customer service operations.

GenAI promises to provide greater productivity to knowledge work and a recent study on AI productivity may be the conclusive proof organizations need to invest in AI as a strategy. Harvard Business School conducted a study with Boston Consulting Group (BCG) measuring the performance of consultants...

Knowledge managers might have previously compared their role in an organization to a tail trying to wag the dog, but AI is a sea change. Knowledge engineers are now in the best position to understand how to turn an organization’s knowledge into a tailored solution for the optimization of AI.

As many businesses adopt Knowledge as an Infrastructure, the potential for AI will continue to flourish. That progression can take many different forms. We’ve laid out a spectrum of potential outcomes to assist business leaders considering adopting AI into their business.

The challenges of Salesforce Knowledge pose significant risks for businesses attempting to compete in a space heavily influenced by AI. Usability problems, reporting restrictions, lack of integrations, high costs, and poor use of AI all contribute to a poor productivity and cost-effectiveness.

A modern KMS tool will unlock your organization’s knowledge to be used with GenAI solutions and other innovations made possible by artificial intelligence. Shifting your organization’s strategy from digitizing knowledge to laying the foundation of Knowledge as an Infrastructure can make the difference for successfully implementing the power of AI.

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.

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...

How is generative AI used in enterprises? Visualize a daunting scenario: An intelligent system that can compose music, generate compelling articles, or write code based on learned data patterns is rapidly becoming a reality. With generative AI fundamentally changing the game, enterprises that...

How important will an AI knowledge management system be in the future? Gartner’s 2022 Market Guide for Customer Service Knowledge Management Systems, by principal analysts Pri Rathnayake and Drew Kraus, reveals an eye-opening prediction: “By 2027, 40% of knowledge management systems that do not...