Knowledge plus AI

Knowledge Consistency Vital for AX and CX; AI-Infused Knowledge is the Key

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. It has been restructured for this blog. What is the key to improved customer (CX) and agent experiences (AX)? Delivering a consistent knowledge experience is key to driving value for both customers and agents. I can cite two surveys to support my claim: A survey of contact center customer service agents where they told us…