Register now for KMWorld Connect and join us virtually November 16-19!

KMWorld NewsLinks - September 04, 2018

News

Panzura Unveils Platform with Greater Visibility and Control of Data

Vizion.ai provides search, analysis, recovery, and control of multi-cloud data

OpenText Adds New Products for Legal Tech Market

New cloud application for legal and a growing suite of offerings for legal customers

PoolParty Introduces GraphEditor in New PoolParty 7.0 Release

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

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

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.