THE KNOWLEDGE CRISIS IS A COMPLEX CHALLENGE THAT REQUIRES THE IM- PLEMENTATION OF TRANSFORMATION- AL TECHNOLOGIES .
THE KNOWLEDGE CRISIS IS A COMPLEX CHALLENGE THAT REQUIRES THE IM- PLEMENTATION OF TRANSFORMATION- AL TECHNOLOGIES .
The knowledge crisis is a complex challenge that requires the implementation of transformational technologies .
By building a single system of service intelligence and deploying AI that captures and shares knowledge , organizations can mitigate the effects of staffing shortages and fragmented data that are currently hindering service operations .
As the labor market evolves — particularly in competitive , technical fields — it ’ s essential for companies to stay ahead by adopting innovative strategies to manage and maximize their knowledge effectively .
KNOWLEDGE CRISIS
NURTURING TECH-SAVVY AGENTS TO BE AI CHAMPIONS
As contact centers address the knowledge crisis , an opportunity arises to identify tech-savvy agents and empower them to champion transformative artificial intelligence ( AI ) initiatives .
These champions play a pivotal role in successful AI implementation , enhancing the accuracy of results through their own usage and influence on colleagues .
Accuracy and user adoption are interrelated , and both are essential to AI success . For agents interacting with AI , the first prediction must be accurate to build confidence in the solution . If the initial result is inaccurate , agents are less likely to request a second prediction .
At the same time , AI learns from every interaction , meaning that increased adoption and usage will drive greater accuracy over time .
To set themselves up for success , organizations can identify agents who are
both subject matter experts and have the technical aptitude to support AI initiatives . Bringing these AI champions into the process early enables them to validate use cases , workflows , and predictions before a broader rollout .
This approach retains talent and provides high performers with opportunities to gain valuable AI experience , creating advocates who make the AI usage programs feel peer-led rather than top-down .
By investing in the career development of tech-savvy agents , contact centers can build a pipeline of skilled service professionals while addressing the knowledge and improving employee satisfaction .
Tom Bruhis , vice president of Solution Consulting at Neuron7 , is passionate about working with customers to understand their business challenges and provide enterprise-ready AI solutions . Tom ’ s dedication to customer success and deep expertise in solution consulting enable him to deliver impactful results that drive operational excellence and innovation .
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