Knowledge management and multidisciplinary collaboration at KMWorld 2022

Making content intelligent with smart tagging

Chip Gettinger, VP of global solutions consulting and structured content technologies, RWS, emphasized how poor information findability can dramatically impact enterprise operations and success.

In order to modernize your content operations, Gettinger argued that delivering a great end-user experience, automating business operations through a centralized knowledge hub and intelligence, and utilizing structured content components with smart taxonomy tagging to increase quality and relevance of search, are key to that process.

Gettinger divided modernization of content operations into three steps:

1. Identify high value information (long standing, high risk, critical to ops or sales).
2. Centralize knowledge and info, creating a single source of truth with governance.
3. Enable intelligent content with structure and atomic components.

Smart tagging with content components, Gettinger explained, provides a myriad of benefits. Advanced findability and insights, accuracy and relevancy, reduction of manual tasks, categorization, faceted search, and recommendations are among only some of its advantages. Information will be able to understand the intent of your customer, providing the relevant information for their particular solution.

How knowledge hub buildouts can transform contact center efficiency

Ashu Roy, chairman and CEO of eGain, elaborated on the growing pains of contact center agents as they must accommodate smarter self-service and question complexity.

Contact center agents need to be super agents, capable of informational, transactional, and situational SME (subject matter experts) queries, simultaneously; but how?

“What happens in the contact center today is what will define your business in the future,” said Roy. “Knowledge is diverse in its different disciplines, and they need to be centered around the end-user experience to drive success.”

eGain’s Knowledge Hub is the new experience fulcrum for contact centers, said Roy. As an outside-in experience designed from usability to conversational assistants, the Hub is a knowledge base consolidation that incorporates contextualized and intelligent search for extensive discovery capabilities. The Hub is an open platform with APIs, events, and widgets, as well as providing connectors to enterprise systems.

Roy highlighted an example from a hyper-growth SaaS business client; after having deployed eGain’s Knowledge Hub, agent confidence rose by 60%, improving accuracy in answers by 30%.

“What is useful to the end user, is useful for knowledge,” concluded Roy.

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.