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