Knowledge management and the impact of COVID-19
As the U.S. and countries around the world begin to ease—or at least think about easing—restrictions stemming from the COVID-19 pandemic, executives at leading knowledge management software and services organizations are reflecting on the lasting impact we can expect. Greater use of cloud services, accelerated digital transformation, a need for the latest and greatest technology, and a generally stronger appreciation for knowledge management are among the key changes being seen.
Creating an intelligent automation toolkit
When deployed separately, robotic process automation and digital process automation technologies add immense business value, but when they are strategically combined, an entirely new level of business optimization is possible
The 'Interaction of Things' is coming of age
IoT devices are starting to impact the personal lives of consumers, but the part of the economy likely to be most affected in the 2020s will be the industrial sector
Virtual agents can take enterprise service management to new levels
The time is right to focus on the role of virtual agents in improving customers' service experiences
Harnessing the power of text analysis
Understanding natural language processing, common obstacles faced, and methodologies to overcome them
David Weinberger's new book, Everyday Chaos, is honored with Axiom Award
When you try to develop a machine learning application that affects people, you quickly learn that fairness is far more complex than we usually think, and also that fairness almost always requires us to make difficult trade-offs
Up-leveling customer communications infrastructure with RPA
With RPA, AI-powered robots observe humans using software and then learn to use the software themselves
Vibrant network ecosystems are turning supply chains into competitive weapons
The old paradigm for supply chain networks has run its course, and the future is in multi-enterprise, or multi-party business networks
Knowledge management predictions for 2020
As we approach a new year—and a new decade—executives from multiple industry sectors offer predictions on the intertwined areas of CX, information governance and compliance, and automation and AI
The changing face of knowledge management: How cognitive search can help
With the inundation of big data, enterprises are constantly on the prowl for advanced solutions such as AI-based cognitive search platforms that significantly help cut down on time and cost
Preparing for the third wave of innovation with intelligent automation
Creating an intelligent digital workforce through automation
New trends in customer engagement: Q&A with eGain’s Anand Subramaniam
Anand Subramaniam, SVP-Global Marketing, eGain Corp., reflects on evolving requirements for successful interactions with today's consumers and the importance of leveraging AI, natural language processing, and machine learning
How today’s businesses benefit from intelligent automation
While at first they may be apprehensive thinking that new technology could "take my job," employees discover that automation is not meant to replace them but to serve them by performing tedious, time-consuming tasks
A better era for IT service desks
For too long IT service desk teams have struggled with tools which are inadequate for maintaining complex organizational infrastructures
Uncovering hidden knowledge with AI
Whether finding the best expert, the best template, or the most relevant search results, AI helps firms take their knowledge management efforts to the next level
Building smarter robots: A new era combines content intelligence and RPA
For RPA to progress beyond automating simple repetitive tasks with fixed rules, enterprises will need to turn their RPA robots into "smarter" robots that can process a wide variety of unstructured content
Building Smarter Robots: New Era Combines Content Intelligence and RPA
Robotic process automation (RPA) has gained significant momentum this year. But for RPA to progress beyond automating simple repetitive tasks with fixed rules, enterprises will need to turn their RPA robots into "smarter" robots that can process a wide variety of unstructured content, effectively replacing employees from the manual work of processing information trapped within documents.
Knowledge and AI Augmentation: The Essential Complement to Agent Training in the Modern Contact Center
The answer lies in a modern knowledge management (KM) system, infused with AI, that can guide agents (and customers in the case of self-service) to the answer needle in a haystack of content and through customer conversations. Modern AI-infused KM also addresses all the other issues mentioned earlier: explosion of and constant changes to information, increasing query complexity, next-gen attention span, "all-gen" forgetting curve, "guided" lifestyle, and legacy customer service and knowledge tools.
Three advances in AI and ML: From Awareness to Action and Decision
The possibilities of AI and ML are numerous—we are already witnessing some of its disruptive potential through personalized healthcare, weather predictions, inventory management, smart city design and more. There is one constant that will accelerate these advancements in AI further—the desire to create machines that are domain fungible with the ability to self-learn.
Intelligent Capture Drives AI ROI
By leveraging data more effectively, organizations can better deploy AI applications to compete in future markets.