Companies with successful strategies for making their CX knowledge AI-ready are seeing double-digit gains in revenue and efficiency.
For years, knowledge management suffered from an image problem. That is, too many organizations treated their knowledge store as a static utility, a dusty digital library maintained by a back-office support team. For them, knowledge management was more of a money suck rather than a value generator.
But generative AI’s arrival changed all that, as I’ve written previously. Many, if not most, companies now view knowledge management as fuel for growth rather than a mere support function.
First, generative AI shifts knowledge management from a search-and-retrieve process to one that is conversational and transactional. Instead of forcing users to hunt for documents, a generative AI search tool actively interprets intent and generates personalized, actionable responses that can deliver positive business outcomes, such as closing tickets and saving sales.
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