Shelf Blog

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 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...

Traditional KMSs stand no chance. An AI-based knowledge management system (KMS) is the intrepid explorer of our digital age, charting the vast terrain of data within organizations. They wield the power of artificial intelligence, machine learning, and natural language processing to create an...

If you like this article, subscribe to our email newsletter that helps you learn about AI and knowledge management. Join the 1000s of execs, CX leaders, and KMs who get insights in their inbox every 1-2 weeks. You won’t be disappointed! *** Picture your contact center as a sports team, striving...

Picture this: a world where customer service is powered by cutting-edge technology that not only understands your customer’s needs but also creates personalized solutions for them. Sounds like a dream, right? Well, with generative AI, this dream is quickly becoming a reality. In this blog...

Picture this scenario of the relationship of AI in knowledge management: a bustling contact center, where customer inquiries are swiftly resolved with unrivaled precision and personalized care. What powers this extraordinary transformation? The answer lies within the ingenious confluence of...

In this benchmark report, we present data reflecting the views of customer experience (CX) leaders who attended Call and Contact Center Expo in Las Vegas, NV from April 26-27, 2023. Participants completed a written survey asking about their contact center priorities, challenges, the future, and...

It’s an exciting time in the world of knowledge management. You have a monsoon of knowledge-related data like never before; these essential skills for knowledge managers can help you make sense of all this data to improve your organization’s knowledge. The job growth rate for knowledge...

As a knowledge manager, you always have a lot to learn! Taxonomy management, frameworks, new breakthroughs in natural language processing—it helps to connect with other knowledge managers to learn and apply these concepts to give your organization an edge. But you don’t have to go in alone. In...

To survive in a world filled with data, you must run a knowledge-driven business. To boost productivity and customer satisfaction, you need employees and leaders to understand why quality knowledge impacts everyone. To begin this conversation, you don’t have to go in alone. A knowledge...

Ecommerce sales around the globe are expected to account for over a fifth of all retail sales by the end of 2022—which means support teams must handle a huge volume of calls in Q4 and Q1. No matter what business you’re in, peak season can make or break your customer experience if agents can’t...