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Support World Live

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Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

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Session 701: Powering Up Your Organization with 21st-Century Knowledge Management

Roy Atkinson  (CEO, Clifton Butterfield, LLC)

Location: Grand Ballroom 121

Date: Friday, May 20

Time: 9:00 am - 10:00 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

In some ways, knowledge management and the maturing technologies of AI and machine learning (ML) are a perfect fit. AI and ML have voracious appetites for data and knowledge but are also quite good at identifying specific knowledge that someone is searching for. In a 2019 study by HDI, the most common reasons for a knowledge management program not meeting an organization’s expectations were "We can't get users to adopt it" and "It's a lot more work than we anticipated."

Traditionally, we’ve built a portal, connected it to a searchable collection of articles and some FAQ, and expected users to find the answers to their own questions. Bringing AI and ML into the picture can help address these issues, making your knowledge program far more effective and efficient. In this session, Roy Atkinson will clarify:
  • The relationship between KM and AI
  • How AI and ML can improve the availability and consumption of knowledge across the organization
  • Why and how contextualized support can save time and effort for both customers and employees
  • The kinds of tools that are readily available in the market