Research shows that gen AI search delivers measurable CX gains, increasing the need to get knowledge management right.
In a world of digital-first customer service, time is precious. The expected experience for many customers today is a rapid—instantaneous, really—response that delivers accurate and relevant information on first request. Prolonged interactions can be disappointing and lead to poor customer satisfaction scores. One of the promises of AI agents in customer experience is that of near-instant, correct responses to customer queries.
Shrinking the time between the customer asking and the agent (human or AI) providing the answer requires the ability to quickly surface information that is not just accurate but contextually relevant. This AI-driven mandate has put a laser focus on knowledge management, now a core strategic driver for CX.
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