In today's customer-centric world, a self-service portal is no longer a luxury—it's a necessity. But simply having a portal isn't enough. To truly empower customers and reduce support costs, you need to design a support portal that acts as a powerful deflection engine, guiding users to find solutions independently. This…
A study by Zendesk found that companies leveraging GenAI-driven CX solutions experienced an 80% increase in annual revenue. Wondering will it take for you to achieve the same results? The answer lies in attending TSIA Envision 2024. Your Path to CX Excellence with GenAI-Powered Solutions TSIA Envision 2024 is the…
‘’Knowledge has to be improved, challenged, and increased constantly, or it vanishes.’’ ~ Peter Drucker (Father of Management) The knowledge your team holds is more than just a resource, it’s a valuable asset for an organization's success. What happens when a team fully taps into the collective expertise of products,…
Large Language models (LLMs) have set the tech world ablaze with human-like text generation capability. Despite this breakthrough, LLMs' limitations, such as limited context, hallucination, data privacy, and security, overshadow their advantages. Enter RAG (Retrieval Augmented Generation), a cutting-edge technology to optimize LLMs, improving their accuracy and reliability through context…
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…
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