Developing a knowledge-sharing culture is a consequence of knowledge management, not a prerequisite. ~ Carla O’Dell (Chairperson of APQC - American Productivity & Quality Center) The need for a strong knowledge base is spreading like forest fire. Harvard Business Review states that 57% of calls to customer support come from…
Large Language Models (LLMs) hold immense promise for revolutionizing customer support, offering the potential for 24/7 availability, instant responses, and personalized assistance. However, unleashing the true power of LLMs in support interactions requires a nuanced approach that goes beyond simply deploying a generic model. The key lies in tailoring the…
The tech world is abuzz! SearchUnifyGPT™, the industry-first federated, genAI application for enterprise support, just bagged a Silver Stevie® Award for "New Product of the Year—Artificial Intelligence” at the inaugural Stevie Awards for Technology Excellence. This isn't just another award; it's a testament to SearchUnifyGPT™'s ability to revolutionize how businesses…
Introduction Within the last two decades, in the tapestry of technological advancement, few innovations have captured the imagination as profoundly as artificial intelligence (AI). From self-driving cars to AI virtual assistants, AI has seamlessly integrated into our daily lives. Some swear by the overwhelming response of its use cases. Others…
The potential of Large Language Models (LLMs) to revolutionize customer support is undeniable. However, alongside the excitement, legitimate concerns about data security, privacy, and the reliability of AI outputs, often dubbed "hallucinations," arise. These concerns are amplified when considering an automated LLM-fueled agent desktop, where sensitive customer data is at…
In today's hyper-connected business landscape, knowledge reigns supreme. But merely possessing knowledge isn't enough. The true differentiator lies in how effectively organizations harness, manage, and leverage their knowledge assets to drive tangible business outcomes. This brings us to the critical concept of Knowledge Management (KM) ROI – a metric often…
Dreamforce, Salesforce's flagship event, is more than just a conference—it's a global phenomenon. This year, Dreamforce returns to San Francisco from September 17-19, promising an unparalleled experience for anyone invested in the future of business technology, especially AI-driven customer engagement. Why Dreamforce? Because Business is Challenging, But Dreamforce is Easy…
In today's digital-first world, customers expect instant and accurate answers to their questions. For ABBYY, a leading intelligent automation company, meeting these expectations meant streamlining their customer support and self-service experience. This meant addressing challenges with fragmented information silos and limited content findability. To overcome these obstacles and empower their…
As per a report by Salesforce, “89% of consumers are more likely to make another purchase after a positive customer service experience.” In today’s competitive landscape, providing exceptional customer service is a differentiator that sets your business apart from the competition. Thus, measuring the customer service KPIs becomes a necessity…
In today's digital-first world, providing seamless customer support is no longer a luxury—it's an expectation. However, scaling support effectively while keeping costs in check can feel like a tightrope walk. At TSIA Orlando 2024, Accela, a leading provider of cloud solutions for governments, shared their journey from "good" to "great"…
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