The piece also outlines challenges and best practices in GenAI, including connecting process and content silos, orchestrating AI and humans in the workflow, centralizing and leveraging knowledge, and starting with a narrow focus. The author concludes that knowledge management is a key ingredient for using GenAI in customer engagement and that understanding these challenges and best practices will help organizations harness GenAI's potential safely and easily.
Key takeaways:
- Generative AI (GenAI) can transform customer engagement, but it requires a foundational role of knowledge management to enable it at scale.
- GenAI should be introduced in an operational process like a 'new college hire', supported with relevant know-how and quality assurance provided by a knowledge platform.
- Challenges in GenAI adoption can be addressed by connecting process and content silos, orchestrating AI and humans in the workflow, centralizing and leveraging knowledge, and starting with a narrow focus.
- Knowledge management is a key ingredient for using GenAI in the transformation of customer engagement, and understanding the challenges and best practices can help organizations harness its potential safely and easily.