In the rapidly evolving AI landscape, new technologies and concepts are continually reshaping the possibilities of what AI can achieve. While many are still grappling with generative AI (GenAI) capabilities, a new frontier has emerged, captivating the minds of tech leaders and innovators: agentic AI. This next-generation AI system promises…
The dynamic customer service landscape requires enterprises to empower their agents with the right knowledge. However, due to outdated documentation, siloed knowledge, and poor communication, knowledge workers and customer support teams face several hurdles. All this leads to a domino effect of decreased customer satisfaction and agent productivity. That’s where…
According to Gartner, 88% of customer journeys start with self-service and touch multiple channels to find resolution. Nowadays, customers believe in solving their issues independently through self-service support portals. Despite knowing this, many organizations struggle to deliver accurate and relevant results through their enterprise search. Consequently, customers feel frustrated, and…
The rapid advancement of artificial intelligence, particularly in the realm of agentic AI, has brought both immense promise and significant concerns. As AI systems become increasingly capable of independent action and decision-making, the potential risks associated with their misuse or unintended consequences have grown exponentially. To ensure the safe and…
"If you don't have a competitive advantage, don't compete." ~ Jack Welch Today, organizations strive to gain a competitive edge. The most powerful tool for achieving this advantage is a comprehensive knowledge audit which is also a smart approach to managing knowledge. However, the challenge is as the knowledge base…
With the evolving digital landscape, data is growing rapidly leading to heaps of information generated within an organization. Now, with these large data repositories, the challenge is to retrieve the right information at the right time. Traditional searches like keyword search misses the mark in identifying the context and intent…
The only true failure is keeping knowledge you could have shared with others to yourself. ~ Baylor Barbee Team knowledge grows when employees actively and consistently share knowledge within the team. Due to inefficient knowledge sharing, US-based businesses lose around USD 2.7 million to USD 265 million in productivity. This…
Case transfers are a costly and frustrating bottleneck. The constant “ping-pong” shuffling of cases between agents not only strains agent morale but also erodes customer satisfaction. Case transfers are a common occurrence in contact centers. All of which give rise to a significant decline in customer experience, impacting CSAT and…
"Is AI here to take my job?" That’s the question weighing on the minds of countless employees today, especially customer support agents. As AI continues to revolutionize industries, it has sparked excitement and unease in equal measure. While it’s undeniably streamlining processes and automating tasks, it’s also fueling anxiety about…
"Breaking down barriers and working across silos is the key to any company’s success. The whole is greater than the sum of its parts." ~ Jack Welch – Former CEO of GE Organizational silos appear when teams focus on individual goals rather than collaboration and teamwork. McKinsey states that 80%…
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