Now that we’ve completed the 101 and 201 classes for Gen AI, let’s go beyond the hype and talk about tactical, real-world uses of implementing Generative AI within knowledge management and support, including concepts like:
1. How to automatically summarize information from multiple documents and present to a user in self-service rather than relying on an agent to do this manually.
2. How to make your existing content more personalized so that it is better consumed on self-service, including real-time language translation, making a technical article less technical for a layman to better understand, and more.
3. How Generative AI can turbocharge your KCS program to automatically write knowledge articles based on the information from closed cases.
Session Recording
After hosting this session, my friend David Kay also presented some fantastic tactical gen AI ideas at a Consortium for Service Innovation webinar that I highly recommend.
Consortium for Service Innovation – Gen AI for KCS: Proven Use Cases
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