In 2024, customers expect more from interactions. They want to engage with agents who are excited to resolve their issue and deeply invested in the outcome. At a time when so many brands are competing on experience, customers want to work with brands that work to meet their needs at every turn.

Yet, so many companies are not there yet. As few as 24% of customers stated that the typical customer service interaction is led by an agent who is helpful, knowledgeable and empathetic. To add fuel to the fire, 55% of customers stated that interactions have gotten worse over the past year.

These statistics point to one thing - a lack of effective knowledge management in the contact center. While leaders are certainly prioritizing improvements, there is a long way to go to ensure agents are prepared and empowered with accurate insights and up to date knowledge. 

This session will cover an introduction on knowledge management in 2024, why it is important and how we can optimize it moving forward. CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will join this discussion on knowledge management and agent assist.

This session will also discuss:

• Building a knowledge-centric contact center
• Strategies for enhancing content
• Solutions for facilitating distribution and access

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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AI is revolutionizing the customer service industry - with a fast growing number of customer support teams using AI tools. AI-first customer service offers remarkable benefits including: round the clock availability, multilingual support, and fast, efficient resolutions for customers. It also saves major time for agents, freeing them up to handle more complex and meaningful customer interactions. Behind every great AI-driven support experience, there’s an unsung hero: knowledge management.

A comprehensive, well-structured knowledge management system is the power source of your AI machine. Whether you’re using an AI agent to interact with customers, or an AI copilot as a personal assistant for your support team, you’ll need a vast and thorough pool of knowledge to draw from so your customers get accurate, up-to-date information – and your support reps don’t have to answer the same questions over and over. 

During this session, do a deep dive into knowledge management for customer service with Intercom and discover:

• Why knowledge management is critical for AI-first customer service
• How AI makes agents’ lives easier and better via increased resolutions
• What types of content AI bots use
• How to build and maintain a world class knowledge management system for your customer service and support organization

Ruth O'Brien

Senior Director, Automated & Proactive Support
Intercom

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Knowledge management is critical in today’s AI-powered environment. Ensuring knowledge is accurate, up to date and accessible is pivotal for delivering effective experiences. Securing one central source of truth, then, is a goal that contact center leaders must be working towards.

Join Kaitlin Chmil, Director of Knowledge Management at Holiday Inn Club Vacations and Cory Cannon, Director of Data Governance and Dissemination Services at the U.S. The Department of Veterans Affairs as they dive into the essentials of an effective knowledge management strategy and framework in 2024.

This session will uncover the key elements of effective knowledge management, how it can empower agents and how to navigate change management. Attendees will get a look at how we can leverage knowledge management to meaningfully improve both the customer and agent experience.

It will also cover:

• The role of knowledge management in today’s contact center
• Ownership and accountability in KM
• Shifting from a reactionary to learning-focused strategy
• 
  

Cory Cannon

Director, Data Governance and Dissemination Service
The U.S. Department of Veterans Affairs

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Kaitlin Chmil

Director of Knowledge Management
Holiday Inn Club Vacations

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Today’s conversations surrounding AI tend to focus on one side or the other: the ways in which it will optimize and reshape entire industries, or the ways in which it will eliminate jobs and pose threats to data. In this session, we’ll touch on both the cutting-edge technologies being used to improve patient experiences and ultimately create better health outcomes, while addressing the major concerns with automation in the healthcare space. We’ll also dive into the ways knowledge management practices can make or break your AI implementation.

Topics of discussion include:

• The importance of ensuring back end data systems are set up to support effective AI
• How leaders can leverage AI agent assist to create automated, specialized training
• Predictions for how AI will evolve in the next decade from an expert in the field
• Critical knowledge management practices for engaging with today’s highly informed patients

Ram Bulusi

Head of AI & Digital
Sanofi

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Effective knowledge management has the potential to transform experiences. When customers are looking for comprehensive support, agents are there to guide them through with deep insights and expertise. Currently, however, only 22% of leaders stated that their agents have consistent, real-time access to the knowledge needed to deliver high-caliber, consultative care.

While we may not be there yet, there is still plenty of room for growth. On a positive note, 90% of leaders are updating knowledge/processes to optimize AI-driven automation. 

This session will cover a recap of knowledge management in 2024, diving into the topics discussed throughout the series and giving an analyst look at why it matters. CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will join this discussion on knowledge management and agent assist.

This session will also discuss:

• Key steps for improving knowledge management
• New research on the challenges impeding effective knowledge management
• Insight from CCW analysts and a breakdown of the series

Brian Cantor

Director & Principal Analyst
CCW Digital

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Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Audrey Steeves

Content Analyst
Customer Management Practice

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