Modern customer service— More social, more intelligent

Efficiency has been a big motivator for the use of RPA; in customer support applications, a goal has been to use bots to help agents reduce handle time for customer calls.

KMWorld AI50 : The Companies Empowering Intelligent Knowledge Management 2021

The importance of AI is underscored by forecasts for revenue growth. Worldwide revenues for the AI market, including software, hardware, and services, are forecast to grow 16.4% year over year in 2021 to $327.5 billion, according to the latest release of the IDC Worldwide Semiannual Artificial Intelligence Tracker. To help spotlight innovation in knowledge management, KMWorld presents the annual KMWorld AI 50, a list of vendors that are helping their customers excel in an increasingly competitive marketplace by imbuing products and services with intelligence and automation.

Mastering blockchain for traceability and trust

The unalterable nature of blockchain data means the consistency and correctness createan unassailable trust for numerous enterprise use cases.

The growing role of AI in the modern contact center

The global market for contact center software was $20.5 billion in 2020 and is predicted to grow 21% per year until 2028, according to Grand View Research. Within this market, interactive voice response (IVR) accounted for 23% of revenue and services for 42%. Despite a steady move to the cloud, on-premise solutions still accounted for 59% of the market. This proportion is likely to reverse within a few years, however, because of the agility, ease of maintenance, and ability to support remote workers that cloudbased contact centers provide.

Equipping your remote workforce for success during the pandemic—and beyond

It's clear the pandemic has brought on the need to rethink how knowledge management should best be addressed in a WFH world

Fundamentals of modern knowledge management

The answer to the problem of digital fragility lies in knowledge centralization

Overcoming a key roadblock to digital transformation

To truly take advantage of digital transformation organizations must adopt new approaches to "records management" and a new notion of what information really means to the organization.

Public sector CX: Why improving CX matters 

Improving CX in a government agency can be as simple as implementing a 24/7 online virtual help desk and online chat bots, which are able to predict customers' questions to provide quick answers

The critical part of critical infrastructure

Whether we're talking about infrastructure to support the flow of goods or the flow of knowledge, all require energy, and lots of it.

The coming blue wave

It should come as no surprise that topping the list of requirements to create and sustain a vibrant blue economy are innovation, learning, and collaboration.

The twisted case of facial recognition

Machine translation continues to make strides forward. Facial recognition, on the other hand, has entered the twilight zone.

Data is never just data

As with all tools, data has uses because of complex contexts that include other objects, physics, social norms, social institutions, and human intentions.

A Roadmap to Adaptive and Agile Enterprise Content Management

How Businesses Use AI for CX Success

The Trend-Setting Products in Knowledge Management 2021

Transforming Content Access to Speed Up Innovation