You get out of something what you put in, right? Like, effort equals return.
In business, it is an adage that seems always to be true.
However, there is one specific - and booming - new area of business where the quality of that input can have a critical impact on outcomes: generative AI.
Ironically for a technology so indicative of a fully-automated age, the benefits of generative AI to individual businesses’ knowledge management rely very much on a human contribution. In short, what those businesses get out of it, depends completely on what they put in.
In the contact center in particular, knowledge management is key to providing a rich and efficient customer communication experience. So, what should businesses be doing now in order to ensure that their deployment of generative AI plays the most effective part possible?
Well, as is always the case, the smartest technology providers have the greatest understanding of the issues at play. All businesses must do is partner with the right one.
“The most key component of any knowledge programme is the content itself – and that is where generative AI has the power to truly transform,” says Keith Berg, Senior Vice President and General Manager of Contact Center Productivity Solutions at leading global enterprise software provider Upland Software, whose just-launched AI Knowledge Assistant helps users create maximum impact.
“The challenges come when organizations do not have enough personnel to generate that content. Agents often do not have time to be creating and updating knowledge or, understandably, they do not have the skill set to write in the right tone and for the right audience.“Generative AI deployed correctly can be that crucial assistant to knowledge authors. It can help them get started with a new article and can help tailor articles for specific channels. It opens up a whole new world of opportunity for knowledge management. If we fast-forward even a few years, I believe it's going to be as ubiquitous as spell check is today.”
Indeed, in recent years we have all grown quickly accustomed to consuming knowledge via a Google-like experience. However, challenges remain around empowering content creators and authors to not only initially create but also to maintain that knowledge.