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 ...

Customer service teams spend months building complex decision tree logic, only to rebuild it from scratch when content or ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...

Cresta, providers of a unified customer experience platform for human and artificial intelligence agents, has launched Cresta Knowledge Agent, an AI assistant that works alongside human agents ...

Embedded AI knowledge, case summarization, and KCS workflows support where agents already work, so teams resolve cases faster.

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

New Agentic Studio capability reduces handle time, improves first contact resolution, and lowers service costs for complex ...

According to the Ark Invest Big Ideas 2025 report, agents will increase enterprise productivity via software. Companies that deploy agents should be able to increase unit volume with the same ...

For companies looking to implement AI to drive customer experience improvements, availability of and ready access to knowledge content is critically important. After all, AI assistants, whether agent- ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

The insurance industry runs on information. Every policy, claim, risk assessment and customer interaction depends on access to timely, accurate and well‑organized knowledge. Yet it’s an industry where ...