Ashu Roy, the CEO of eGain Corporation, is at the forefront of leveraging AI knowledge platforms to automate digital-first, omnichannel customer engagement. According to McKinsey, generative AI (GenAI) has the potential to boost productivity in customer engagement by up to 45%. Despite its promise, many GenAI projects have faced challenges in scaling effectively.
Recent discussions in Forbes highlighted how generative technologies are reshaping knowledge management, with companies like Morgan Stanley prioritizing the development of GenAI tools to support their financial advisors. Gartner also emphasizes the critical role of knowledge management in harnessing GenAI for customer service and support.
GenAI operates by generating conversational responses based on natural language context, prompts, and training. To integrate GenAI seamlessly into operational processes, it is essential to treat it like a new team member. By providing appropriate tasks, relevant know-how, and quality assurance, a knowledge platform plays a foundational role in enabling the effective use of GenAI for customer engagement.
Key capabilities that facilitate the integration of GenAI include:
- Best-Practice Prompts: Offering optimized prompts tailored to specific use cases.
- Relevant Content: Ensuring trusted and personalized content input for reliable GenAI output.
- Business Controls: Implementing suitable controls for GenAI usage, especially with compliance-heavy content.
- Quality Assurance: Real-time monitoring of GenAI output for accuracy and relevance.
- Closed-Loop Analytics: Continuously measuring and managing GenAI performance for ongoing improvement.
- Composable Architecture: Situating GenAI within a flexible knowledge platform to adapt to evolving technology.
Organizations looking to leverage GenAI effectively must address challenges related to process and content silos, orchestration of AI and human collaboration, centralization of knowledge, and gradual adoption to maximize impact and minimize risks.
By embracing knowledge management and following best practices, companies can harness the transformative power of GenAI in customer engagement securely and efficiently, paving the way for enhanced customer experiences and operational efficiency.
