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.