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Robin Gareiss (CEO & Principal Analyst, Metrigy)
Noopur Bakshi (Senior Director Product Management, Salesforce)
Jim Hickey (Senior Vice President of Product Management , Five9)
Aaron Rice (General Manager, CXone Expert, NICE)
Location: Osceola B
Date: Monday, March 27
Time: 9:00 am - 9:45 am
Pass Type: Entire Event Orlando - Monday-Thursday - Get your pass now!
Session Type: Session
Track: Contact Center/Customer Experience
Vault Recording: TBD
A growing number of companies are implementing new technologies, including virtual assistants, Natural Language Processing (NLP), and predictive analytics, to improve their customer self-service capabilities. But before rushing into the new technology deployments, it's vital to take a giant step back and revamp the knowledge management base. Most companies' knowledge management systems are woefully out of date, in terms of both content and technology.
Knowledge management serves as the foundation for both internal and external information, ranging from product details to employee benefits to IT support. In this session, a top analyst will lead a panel of experts in discussing the latest improvements in knowledge management (i.e., adding artificial intelligence and automation) and how these tie directly to improved customer service and business success metrics. You'll leave this session with a clearer view of how updating your knowledge management systems can improve your self-service capabilities.