Customer Experience Takes Flight

Answers At Your Fingertips

Good customer experience also applies to knowledge workers within organizations. Lucidworks’ CEO Will Hayes points out in his white paper that today’s knowledge workers expect answers rather than merely being presented with raw data and analytics. They don’t want to spend their valuable time performing routine, repetitive tasks. Instead, they want streamlined workflows that save them time and let them fly through their work day. Hayes thinks that effective search, scalable storage, and powerful AI tools are the important technologies and techniques to implement what customers want.

The volume of data keeps expanding, making accessing it in a meaningful way increasingly difficult. To complicate the process, context must be factored in. Data presented in one fashion may be perfect for one part of an organization but doesn’t resonate with another. Hayes comments that “A well-designed system should understand this distinction and return the answer that is right for me.”

Important to achieving this is data unification. No one wants to waste their time looking in multiple places for needed information. Nor does any customer want to wait while a customer service rep wanders from data source to data source, vainly searching for the proper response. AI is your friend in this regard. Machine learning and deep learning transform the sorting and curating of data into answers via computer-generated tagging and ontology creation.

Want another complication? Data doesn’t stand still. You can’t simply unify it once, then walk away and forget it. Again, AI to the rescue. The future of knowledge management, according to Hayes, “is systems that watch and learn how users search and access information so they can automatically improve and get more precise over time.” When deploying a system, you need to realize that data is not synonymous solely with text. Information stored by companies now includes videos, images, and voice.

Recognizing the power of AI technology will soon have you taking off and flying on a straight path to saving the time of both customers and knowledge workers. Indeed, time will fly and maybe you’ll actually have fun.