KMWorld NewsLinks -
September 04, 2018
News
Panzura Unveils Platform with Greater Visibility and Control of Data
28 Aug 2018
Vizion.ai provides search, analysis, recovery, and control of multi-cloud data
OpenText Adds New Products for Legal Tech Market
29 Aug 2018
New cloud application for legal and a growing suite of offerings for legal customers
PoolParty Introduces GraphEditor in New PoolParty 7.0 Release
29 Aug 2018
Knowledge graphs and graph-based data, in general, are becoming increasingly important for addressing various data management challenges
KM In Practice
The General improves the digital experience for customers
03 Sep 2018
The General uses eGain for customer self-service on its website and will soon roll out eGain's cobrowse technology
ViewPoints
Knowledge and AI Augmentation: The Essential Complement to Agent Training in the Modern Contact Center
30 Jul 2018
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.