增强 AI 力量的新 KM 实践.pptx

1、JOHN CHMAJSR.DIRECTOR,KM STRATEGY,AI-Powered Knowledge Management for CX Consistency Across Channels,2,Abstract,As organizations integrate AI into their product ecosystems,innovative KM practices are essential to keep information relevant and useful.In the age of GenAI and LLMs,the principle of“garb

2、age in,garbage out”remains trueAI systems are only as effective as the data they process.Chmaj discusses emerging content models,new competencies,advanced authoring techniques,and governance practices that are transforming the KM landscape.Its vital that companies evolve their technology,resources,a

3、nd strategies to unlock the full potential of AI-driven KM capabilities.In this dynamic and complex AI landscape,content remains king!Get lots of insights and ideas from our experienced KM leader.,WHAT I MEANT WAS.Lets look at how gen AI applications can be applied,at key points in the support inter

4、action lifecycle,enabling intelligent automation and just-in-time knowledge delivery.,Technology still not meeting the need,Frustrations remain when delivering Omni-Channel Service,4,Open Platform Everything Contact Centers Need,Best of Breed CX Automation Delivers Strong AI Business Outcomes,Best-o

5、f-breed WFE,Telephony and digital channels,Increase agent capacity,Contain more in self-service,Understand CX and EX,Insights from behavioral data,Increase Agent Capacity,Platform Team of Agent Bots and Enterprise Bots,Verint Bots deliver AI outcomes across the customer engagement lifecycle,Workload

6、 Forecasting,Compliance,Data Insights,TimeflexScheduling,IntentDiscovery,PerformanceScoring,Quality,Transcription,Smart Transfer,KnowledgeAutomation,Coaching,KnowledgeSuggestion,Agent Virtual Assistant,Wrap Up,Callback,Containment,Agent Bots,Enterprise Bots,Increase Capacity of Other Roles in CX Wor