AI Agent Assist and Knowledge Management: How to keep contact centre answers accurate
Generative AI can make contact centre knowledge available faster than ever. Instead of an agent manually searching several articles, an AI assistant can potentially surface an answer, summarise information or suggest the next action while the customer conversation is taking place. But speed creates a new dependency: The AI needs something reliable to work from. […]
KMS Lighthouse: Powering AI speed service through trusted knowledge
In today’s contact centre environment, speed without accuracy is a liability. Customers expect instant answers. Agents need instant access. Every interaction depends on the knowledge behind it being correct, current, and consistent. That’s where KMS Lighthouse comes in. KMS Lighthouse is a global leader in AI powered enterprise knowledge management, giving organizations the trusted, governed […]
5 Minutes With… Greg Garnett, Technology Director, Darwin Technology Solutions
With AI, cloud platforms and automation creating more choice than ever for contact centres, identifying the right technology (and the right partner) can be as challenging as it is exciting. We caught up with Greg Garnett, Technology Director at Darwin Technology Solutions, to discuss what ‘fit’ really means when selecting new technology, why good procurement […]