Why—And How—Generative AI and Knowledge Management Can Enhance Your CX Delivery
January 16, 2025
Speed and accuracy are key to a successful contact center. Consumers taking part in our State of Digital CX report place huge value on these qualities—87% selected quick responses and 74% easy answers to their queries as the most important aspects of great CX.
Effective knowledge management is vital for delivering the swift and helpful answers demanded by modern consumers. Your customers and employees want instant, accurate information at their fingertips, but that process is easier said than done.
- Manually auditing and rewriting knowledge content is a time-consuming process especially with ever-changing processes, products and policies.
- A long and meticulously written article might contain everything an agent needs to deal with a customer’s issue, but the length of time it takes to find the relevant information is the antithesis of efficient CX.
- A large enterprise’s knowledge base can also often sit siloed across many departments, restricting access to key information.
CX leaders need to find a way to harness the information they have and enable agents to access it as easily as possible.
Key Benefits of Using Generative AI and Knowledge Management
- Automated content creation: Whether you want to build a new article or summarize an existing one, a few tailored prompts for an AI-powered solution will produce an up-to-date piece in a fraction of the time it would take a knowledge author.
- Enhanced knowledge delivery: Rather than your agent spending minutes scanning a knowledge base article, GenAI condenses the relevant information into an easy-to-understand format and puts it at their fingertips.
Both of these capabilities help your organization to create tangible business outcomes.
You can save time on each call and create extra capacity for the contact center, as well as deliver more efficient customer interactions—all of which helps to elevate CX across each conversation.
Generative AI Helps to Quickly Create and Access Knowledge
You need technology that helps maintain and surface content from a knowledge base that will consistently elevate CX and increase contact center capacity. Generative AI (GenAI) helps to streamline content creation and accelerates agent knowledge discovery.
Without GenAI, it’s easy for knowledge to become unmanageable.
We’re not saying that GenAI should replace knowledge workers, but rather that it should be deployed as a tool that augments them and improves overall performance and productivity.
The amount of data that a modern enterprise handles, coupled with the demand for instant and up-to-date information, means that content authors need help to curate and access relevant knowledge.
Knowledge management AI can help to build a new article or create digestible summaries that enhance both the customer and employee experience. It’s a game-changing tool for your contact center.
The Verint Bots Turbocharging Your KM Capabilities
Two of Verint’s specialized knowledge management bots are powered by GenAI and remove the need to reorganize and re-architecture your knowledge base while giving your agents context-specific information in seconds.
Knowledge Automation Bot
This bot fundamentally changes how your organization delivers knowledge. It searches approved knowledge sources from across the entire organization and uses GenAI to summarize each search result, with links back to the original sources.
The bot delivers concise, high-quality answers from a single search, providing agents with the right answer at the right time.
The AI outcome: With enhanced agent efficiency and reduced call duration, the Knowledge Automation Bot increases agent capacity by 20%.
Knowledge Creation Bot
This bot accelerates the knowledge creation process by auto-summarizing long knowledge base articles into shorter, reusable content. The use of GenAI enables rapid and consistent content migration without authors needing to build new articles from scratch. This content is then reviewed and published, ready for agents to use during customer conversations.
The AI outcome: Shorter, more discoverable and consumable content creates extra contact center capacity by reducing call durations by up to one minute!
Deliver AI Outcomes, Now
Discover more about Verint’s team of specialized AI bots, which can help you to deliver business outcomes, now.