Knowledge management and AI: Rx for better CX and AX!

Knowledge, infused with AI, transforms CX and AX

If there is a killer use for KM and AI in the enterprise, it is in the contact center. Global 1000 companies have taken customer experience and contact center performance to whole new levels with AI-infused knowledge. Here are some transformational examples:

• Global bank reduced call handle time by 67% and agent training time by 50%, while its subsidiary vaulted to the #1 position in customer experience in its market 
• Global media and legal services company deflected up to 70% of its calls, while making go-no-go decisions on high-profile litigation services projects
• North American telecom reduced average handle time by 17% and incoming calls by 19% by using knowledge-guided customer self-service
• U.S.-branded manufacturer improved service quality by 33%
• European telecom reduced unwarranted handset returns and exchanges by 38% through better problem resolution in the contact center, while enhancing agent experience by 90%

Rx for better CX and AX

Here are proven prescriptions for both customer and agent pain points:

1. Problem: Inconsistency of answers:

Rx: Implementing an omnichannel knowledge management platform rather than relying on channel-specific knowledge silos helps increase the consistency of answers. It also makes it easier to maintain the knowledge base.

2. Problem: Lack of knowledge

Rx: True knowledge is more than content. It leverages AI to understand customer intent (including natural language processing), and guide users to answers and through customer interactions and processes. This guidance is based on an expert understanding of what has worked in the past and therefore might work at the point of interaction. AI knowledge can, in fact, enable all agents to take all calls—it can make all agents as good as the best, and make the best agents even better.

3. Problem: Ineffective self-service

Rx: Just like assisted service, customer self-service can only be effective when it has knowledge and AI behind it. It is also important that self-service knowledge be consistent with agent knowledge. An omnichannel platform approach to customer engagement, knowledge management, and AI will ensure this consistency, while allowing seamless, context-aware transition from self-service to agent-assisted service. Moreover, an omnichannel agent desktop will minimize, if not eliminate, the need for agents to keep hopping across applications during customer interactions.

More Rx

Finally, measure to manage. It’s equally important that your knowledge and AI solution includes comprehensive analytics to identify knowledge gaps and address them on an ongoing basis. Also make sure to select a solution provider with a proven track record in the domain who can bring you the best in technology and domain expertise. And when you make the business case for knowledge and AI investments, take a holistic approach to ROI. For example, knowledge and AI add value beyond core contact center metrics—they can even help reduce unwarranted product returns, product exchanges, and field service, while enhancing regulatory compliance. So, what are you waiting for? Gain the experience edge with AI-infused knowledge!