AI-driven knowledge management – Why it matters to contact centres and how they can achieve it

The Austrian management consultant, Peter Drucker said: "knowledge has become the resource rather than a resource…". Certainly, knowledge management is at the heart of the contact centre's role, bridging the gap between customers' enquiries and the facts, which will resolve their problems. But it is not just an important challenge, it's a very difficult one. Today, with extensive product lines, specialised customers, fast-changing market requirements, and complex partner relationships, there are huge volumes of data to deal with. Added to this, businesses need to think about how fast information becomes outdated, as products update continually and the knowledge generation process moves further away from those selling to and supporting the customer.