Knowledge Management for Dummies
Updated with new chapter on GenAI best practices and success stories!
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Per Gartner, 100% of GenAI virtual assistants for customers and contact center agents will fail without trusted knowledge management.
Updated with a chapter on GenAI and how it works in concert with KM to deliver transformational business impact, the second edition of this popular booklet defines and demystifies KM. It also provides you advice on how to select solution partners and succeed in KM initiatives.
The KM use-case is focused mainly on customer service, a sweet spot for knowledge-powered value creation. The lessons, however, are applicable to business functions outside the contact center, too. Last but not the least, the book also includes real-world success stories on leveraging GenAI with trusted knowledge to accelerate knowledge creation 5X and search success 6X!
