AI in customer and employee engagement

Everyone is talking about how AI is the next frontier that will disrupt daily life. However, while AI adoption has been rising, it has been deployed only by 16% of enterprises, according to Gartner.

If AI is a red-hot topic, AI and knowledge management for customer and employee experience transformation is white hot.

Barriers to adoption include identifying use cases, getting and sustaining funding, formulating a strategy, and lack of staff skills, per Gartner.

KMWorld recently held a webinar featuring Ian Jones, head of strategic solutions, eGain Corporation, and Mark Kinsey, SVP operations, Paylocity, who discussed how to succeed with AI in 2019.

Knowledge managers struggle with technology that allowed for content to be maintained at the rate of change, Kinsey said.

Strategic goals and objectives while integrating AI should include:

  • Creating an effortless experience for customers
  • Enabling those closest to the customer
  • Building an infrastructure for a community of collaboration
  • Allowing an consultative support approach

With Paylocity Education and Knowledge, enterprises will be able to utilize AI to focus on experience, with metrics following suit, Kinsey said. The platform provides consistent evolution through assessing and meeting business needs.

eGain is another platform that can help customers and businesses gain better performance with AI, Jones said. The platform supports collaboration and comes with the flexibility to align as businesses grow.

Additionally, eGain can implement changes quickly and when necessary, Jones said.

The solution offers a knowledge management, AI, analytics, engagement platform. By using AI, the suite provides users with a virtual assistant, super chats, secure messaging, AI + self-service, AI + Knowledge, analytics, and machine learning.

An archived on-demand replay of this webinar is available here.

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