AI will revolutionize customer service. According to the McKinsey Global Institute, AI can enhance productivity by up to 45% in customer service operations. However, most AI projects in customer service are struggling to get beyond the cool prototype. What’s the problem? Could it be that these projects are missing a key ingredient?

Here’s a new white paper that explores the challenges and lessons learnt from AI projects in customer service automation, focusing on the foundational need for knowledge management to deliver trusted content to AI systems that interface with customers and employees. Drawing from recent industry research and real-world enterprise projects, this paper provides actionable recommendations to deliver transformative cost savings and experience improvements in customer service.