GenAI 时代的客户服务可信知识.pptx

1、Trusted Knowledge for Customer Service in the Age of Gen AI,Industrialization of Knowledge Work,Slide 2,Hallucination reducingCapability expandingSpeed improvingCost dropping,Slide 3,All is well then?,Slide 4,GarbageIn GarbageOut,Slide 5,Mobile,Website#2,Website#1,PDF Store#2,PDF store#1,SharePoint#

2、2,SharePoint#1,Confluence#2,Confluence#1,CRM#2,CRM#1,CONTENT SILOS,ENGAGEMENT CHANNELS,FUNCTIONAL KNOWLEDGE,SEARCH,AND VIRTUAL ASSISTANCE TOOLS,Field Staff,Phone Agents,CRM KM#1,CRM KM#2,Digital Agents,Website,SEARCH TOOL,VIRTUAL ASSISTANT,HOME GROWNKMS,Agent,Customer,Field Rep,Knowledge Author,Know

3、ledge Manager,Knowledge Manager,Search Admin,BotMaster,AI,AI,AI,AI,AI,AI,Slide 6,“By 2025,100%of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost

4、-reduction goals,”,Slide 7,Trusted answers must come from a knowledge hub,a single source of truth powered by experts and AI,Slide 8,Video.Audio.Text,TrustedAnswers,Knowledge Author,Agent,Customer,Bot,SharePoint,PDF,Knowledge Hub,Field Rep,Knowledge Manager,Experts,CREATE,ORGANIZE,PUBLISH,SOURCE,SIN

5、GLE SOURCE OF TRUTH SYSTEM OF RECORD,CRM,AI,Slide 9,Hub must be architected for trusted answers,ConsumableContextualIntentionalRelevantExplainedPersonalizedIterative,Trusted answer must be,Slide 11,Question,Input,Output,Answer,User,AI,5.EXPLANATIONSourcesCreateCurate,6.PERSONALIZATIONBehaviorSituati

6、onSentiment,3.INTENTIONClarifyRefineConfirm,2.CONTEXTUserChannelJourney,Feedback,7.ITERATIVESuggestRateGamify,Knowledge Hub,AI,4.RELEVANCEGuideMatchFind,TRUSTED ANSWERSourcesReasonsRelated answers,OmnichannelInterface,1.CONSUMABLEIntegratedConversationalProactive,Slide 12,What we are,Top-rated Knowl