Inhalt: Artificial intelligence (AI) is changing the way every company does business-and it's revolutionizing customer service. The ability not only to automate certain tasks, but also to use AI to prequalify and direct the customer service queue is a massive time-saver. This course explores the groundbreaking new solutions powered by this emerging tech. Customer service consultant David Kay reviews tools you can buy off the shelf-such as chatbots and customer interaction analysis-as well as custom-developed applications that can provide more targeted business benefit. He also explains how to effectively plan and deploy AI and machine learning-based solutions. Using these insights, you can help your service organization thrive in the era of the AI revolution. Umfang: 01:04:18.00
Inhalt: Every service organization needs a knowledge base (KB) to shorten resolution time, reduce customer effort, and drive self-service. In this course, instructor David Kay shows you how to keep yours up to date with easily findable and usable information. David explains what knowledge management (KM) is and what problems it can solve within service organizations. He helps you assess the current state of your knowledge programs, so you can focus on where to improve. David introduces knowledge-centered service (KCS®), an agile approach that captures, structures, and reuses knowledge in the service delivery workflow. Knowledge becomes part of everyone's job, rather than extra work. David discusses how to ensure knowledge quality and measure your program's health and business benefits. He offers specific techniques for driving change and putting KCS into practice. Umfang: 00:54:36
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