3 minute read
By John Chmaj
Posted in Customer Engagement
Great news! Last week, Verint was honored with KMWorld's annual KM Promise Award, which is given to the company that successfully implements and integrates knowledge management practices into business processes and works with clients to help ensure they reach their goals.
It was my pleasure to attend the KMWorld 2019 conference in Washington, D.C. as speaker and to accept the Promise award on Verint's behalf. It's our mission to optimize the customer experience -- wherever and however organizations interact with their customers, partners and each other. Our software platform helps customer service organizations optimize the quality of service within and across any support channel, through state-of-the art quality management tools, agent and self-service applications, and voice of the customer capabilities.
Simplify -- Modernize -- Automate -- drives our ongoing commitment and vision to raising customer satisfaction and operational efficiency. A central component of that vision is our knowledge management solution that uses patented artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.
In the past, KM products have often worked like a static warehouse of information of potential answers, rather than like the human brain, which uses a richer context of inputs and probabilities to make intelligent decisions.
Today, AI powers our solution to understand nuances in how people ask questions -- what people mean, not what they type. The idea of using AI inside KM is no longer just about searching a knowledge base. It's now about reducing the effort in finding what you want. If AI is working correctly in this context, it will pick up on external clues, anticipate next steps and provide the answer without having to ask a question.
This is referred to as "zero-click knowledge" and is the ultimate level of efficiency in customer experience. It's what our market needs, and we're thrilled to offer a solution that dramatically reduces the effort of agents and self-service applications -- and fundamentally transforms how we serve customers.
The world of knowledge development and delivery is changing. Knowledge tools and interfaces are becoming more:
All these emerging capabilities are challenging the paradigms and assumptions of knowledge management. Documents are no longer the only unit of knowledge delivery. Anything from a tweet to real-time information streams can be in play. Authoring now combines automation, artificial intelligence, cross-tool linking, and interactive content.
And, reporting can leverage intelligence and automation to help organizations sculpt knowledge toward the best possible outcomes quickly and intuitively. This means we need to re-envision how to capture, craft and deliver knowledge, evolving KM best practices in the emerging world of AI and automation.
Verint is proud to accept the KM World Promise Award as validation that our solution is driving transformation, providing an intelligent and efficient way to connect people to knowledge -- and usher in a new era of knowledge as a service.
I've been working in KM since the late '80s and am excited about where our industry is heading. This is easily the most fluid, dynamic and interesting time since the inception of the Internet. I'd like to think we won this award thanks to technology, but it's also as much due to Verint's potential to evolve and innovate KM capabilities for our customers and to deliver on our vision of "knowledge as a service." That, after all, is what we're all about in this great KM community.
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