Ashu Roy is the CEO of eGain Corporation. eGain’s AI knowledge platform automates digital-first, omnichannel customer engagement. Read Ashu Roy's full executive profile here.
This article examines the foundational role of knowledge management in the GenAI transformation of customer engagement." and that Morgan Stanley has prioritized developing GenAI tools to assist financial advisors. Gartner also calls out knowledge management as aSimply put, GenAI generates conversational responses based on natural language context, prompt and training. One way to introduce GenAI in an operational process is to treat it like a “new college hire” in your team.
As GenAI technology develops, there are likely to be leapfrogging advances along the way. Situating GenAI within a composable knowledge platform minimizes switching costs and vendor lock-in for GenAI services. Occasionally, your “new hire” may not work out as expected, so you should be able to easily replace it with someone better.Innovative organizations are recognizing this key missing ingredient in GenAI transformation and investing accordingly.
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