• Sun. Sep 25th, 2022

“Knowledge and AI Augmentation: The Essential Complement to Agent Training in the Modern Contact Center”

“The answer lies in a modern knowledge management (KM) system, infused with AI, that can guide agents (and customers in the case of self-service) to the answer needle in a haystack of content and through customer conversations. Modern AI-infused KM also addresses all the other issues mentioned earlier: explosion of and constant changes to information, increasing query complexity, next-gen attention span, “all-gen” forgetting curve, “guided” lifestyle, and legacy customer service and knowledge tools. Besides process guidance with next best steps that reflect regulatory compliance and organizational best practices, modern KM systems also excel in findability, knowledge federation, personalization, omnichannel delivery, and proactive engagement. Moreover, modern agent desktops offer hyper-easy access to such guidance. For example, eGain Advisor™ Desktop for agents provides a context-focused, problem-solving view of the customer with push-button access to guidance with a “Solve” button.

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