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Intelligent search and its contact center use case at KMWorld 2022

The value of search and discovery is inalienable from modern industries; when a search solution is integrated into an enterprise’s framework, it can dramatically alter the levels of  productivity in employees through reduced search and review times and streamlined search engines.

At KMWorld 2022, speakers Sawan Deshpande, head of products for AWS Language Services; Swapnil Paranjpe, senior director of digital data practice at Persistent Systems; and Basker Krishnan, CEO of CogniVision, gathered to examine the ways intelligent search can transform contact center search and discovery for optimized productivity.

Deshpande explained that 80% of data within an enterprise is unstructured, creating a variety of challenges that make the search and discovery of that data difficult. Common roadblocks like inaccurate keyword search, complex implementation, manual tuning, and ongoing maintenance impede data search and discovery.

With Amazon Kendra, a fully-managed, AI-first search service, enterprises can leverage its NLP, 14 domain specific languages, continuous improvement, quick setup, and secure search to navigate enterprise-wide search efficiency. Additionally, native connectors streamline data synchronization from multiple content repositories at a negligible cost with Amazon Kendra, making it invaluable to contact center operations.

Paranjpe introduced Persistent’s packaged integration application with Salesforce, serving as a hub of customer service tasks and workflows, across various industries. In-place contextual search, single-click recommendations and collaboration, and honoring enterprise security can amplify the power of intelligent search.

Krishnan mused on CogniVision’s ability to improve search ingestion as a method for contact center search and discovery enhancement, as opposed to concentrating on the intricacies of the search itself. By leveraging the analog behaviors of the human brain, search results are represented by images rather than lengthy text summaries to reduce search review times.

“CogniVision’s patented next-gen display engine leverages our ability to interpret information, in the way that we are built to consume it,” said Krishnan.

KMWorld returned in-person to the J.W. Marriott in Washington D.C. on November 7-10, with pre-conference workshops held on November 7.

KMWorld 2022 is a part of a unique program of five co-located conferences, which also includes Enterprise Search & Discovery, Office 365 Symposium, Taxonomy Boot Camp, and Text Analytics Forum.

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