One of the most important aspects of customer engagement is self-service. Customers are willing to pay more for a positive customer experience, according to 86% of customers. Therefore, along with ...

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 ...

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 ...