Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. As…
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that! Gen AI helps KM Gen AI accelerates each step of the KM lifecycle on a modern knowledge platform. Discover: Identifying likely questions is the first, often-ignored, step to an effective knowledge…
Are you ready to embark on a transformative journey into the world of Knowledge Management? At eGain Knowledge Academy, we’re excited to introduce our comprehensive certification program, “Knowledge Insights & Best Practices.” Offered by eGain University™, it is a self-paced program, available online. It is designed to equip you with the skills and knowledge needed…
Consumers are experiencing financial stress–70% feel it with less than half of them having any kind of emergency funds, according to a CNBC survey published in April 2023. Among the reasons are inflation, economic uncertainty, and lack of savings. What if there is a panacea that can give them an actionable and achievable plan to…
Generative AI, in the form of OpenAI’s ChatGPT and other tools, is very much in the public eye at the moment. As a consumer searching for content or ideas, generative AI offers the promise of a clear, concise response that can be clarified or refined, albeit with a chance that it may be incorrect or…
Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday! How do you go about doing it? Premier IT analyst firm Gartner has the answer. According to them, knowledge management (KM) is the #1 technology…
The 2023 MQ report for Conversational AI Platforms (CAIP) was just published. We did not participate in the 2022 MQ for CAIP, which I believe to be the first one in that space. Here is the good news: We entered the process this year and made it! This is a great first validation step for…
“For nearly two years, companies have complained that they are caught in an unending cycle of hiring and training workers, only to see them leave in a matter of weeks or months. Constant recruiting and training drains management resources, and new hires often do not stick around long enough for that investment to pay off….
Dental equipment manufacturer A-dec, based in Portland, Ore., sells its products not directly to dental practices but to distributors, which in turn provide the equipment to individual and group dental practices. Those distributors also service and repair the equipment. A-dec gives its distributors the necessary product specs and other information stored in its knowledge base….
What if your employees were not only jacks of many skills but also masters of them? This approach will give employees opportunities to wear a variety of hats and provide them a growth path, while keeping them excited and reducing churn. It will be a sizeable and sustainable competitive advantage that will be hard to…
