As technology continues to evolve, so does the future of service operations and in particular how knowledge can improve productivity and knowledge worker outcomes. Advancements in natural language ...

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

Knowledge management has been around for decades. The promise of AI innovation in knowledge management lingered on the fringes for years — the application of AI was just outside of possible and not ...