AI 100 Trailblazer: KMS Lighthouse: Pioneering the Future of AI in Knowledge Management

KMS Lighthouse is the leading enterprise SaaS technology company. KMS Lighthouse enhances every business engagement by empowering employees, agents and customers with real-time access to accurate and consistent knowledge to improve customer and employee experience alike. KMS Lighthouse has developed AI technology and automation solutions including smart routing, agent assist and auto-answer.

KMS Lighthouse Automation technology saves millions per year by learning from historical free text customer engagements to streamline ticketing, email and chat for employees and customers. The intent analysis makes it easy to understand the level of urgency and escalations, for instance, order not received, wrong billing issues and more. The technology routes chats and emails to the right agent at the right time with the right context including real-time alerts with sentiment analysis. Implementing these solutions enables organizations to cut costs of service by over 30% with the real-time assistant for reps to surface the right knowledge and CRM actions based on the context of chats and emails. The free-text analysis can detect the next automation potential and help you empower chatbots, email bots and social bots on any platform. Partnerships with Salesforce, Zendesk, Microsoft Dynamics, Twilio, Genesys and others bring the best AI to maximize automation potential.

KMS Lighthouse, as part of its strategic partnership with Microsoft, has leveraged OpenAI to provide tools for improving the efficiency of content creation activities, automation of tasks, and enhancement of the overall end user experience. The KMS Lighthouse Help Center, with its AI capacity, enables end users to find answers directly reducing inbound interactions. KMS Lighthouse works with leading brands including GE HealthCare, Delta Dental, Toyota Financial Services, Fabletics, Marks & Spencer and more.