The Dos and Don'ts of AI Knowledge Assistants

Connected Knowledge from Upland Software

Got AI on the brain? You’d be forgiven if that answer is yes. Peek around just about any corner of the organization, and you’ll likely find a team exploring how AI can help in one fashion or another. But where do you draw the line, especially in your contact center?

Our own Stephen Harley joins Pete Wright to help us define what that line might look like, and with over 20 years of experience in both the engineering and sales side of the house, he’s perfect for the job.

Links & Notes

• Reimagining Knowledge Management with ChatGPT (uplandsoftware.com)
• AI Guide for Contact Centers (uplandsoftware.com)
• 10 Must-Know Gen AI Terms in Knowledge Management (uplandsoftware.com)
• Submit your Questions to Connected Knowledge

• (00:00) - Welcome to Connected Knowledge
• (00:50) - The Mainstream Question
• (03:17) - Using AI Tools
• (08:14) - Do's and Dont's in Implementation
• (12:42) - Making a Difference for Agents
• (15:33) - AI and Jobs
• (22:38) - Training on The Training