Special Report: Trusted Knowledge Meets GenAI in CX

Customer Trust Depends on Well-Governed, Curated Knowledge

Customer service proves to be a perfect area to demonstrate the value of newer AI technologies. As expectations from customers ratchet up, customer service is a flashpoint for designing interfaces that meet customer needs and enhance the customer experience (CX). Trust is integral to interactions with customers, particularly as opinions about trustworthy AI differ—which provides the ideal opportunity for knowledge management to shine....

Trusted Knowledge Meets GenAI in CX

Introduction: The CX Inflection Point

Customer expectations have shifted for good. People now expect quick answers, a respectful tone, accurate information, consistent experiences across channels, and recognition of their prior history. Each interaction is judged against the best service they have ever received. Many service organizations struggle to meet this bar because the information needed to answer questions—policies, entitlements, product details, and regional rules—sits in disconnected systems. Agents spend time searching instead of solving. Customers repeat themselves during handoffs. Resolution takes longer, and trust declines...