Harshali Desai and Mitch Mason, Genesys, join us to share their insights on the importance of knowledge management as an enabler of CAI automation.
Harshali Desai, Sr Product Marketing Manager, and Mitch Mason, Product Manager, both work on the conversational AI side of Genesys, the industry-leading CCaaS provider. Harshali and Mitch both join us to share the Genesys approach to conversation design, knowledge management, agent assist and process automation.
In this episode
00:00 Introduction and presenting VUX World @ VOICE22 Presented by Kore AI
Find out more at https://voicesummit.ai/agenda and save 20% on tickets with the code VUX20
03:12 Harshali and Mitch roles at Genesys
08:45 Benefits of having a knowledge management strategy
13:40 How do customers interact with knowledge process
19:11 Changes in the systems structure
22:09 Core challenges faced
25:11 Knowledge management VS Content management
29:30 Conversational search
33:47 Roles and responsibilities for knowledge and conversational side
40:18 What roles large language models have
47:12 Ways of gathering feedback
51:55 How to engage with Genesys
54:38 Outro
Find out more about VUX @ VOICE22 presented by Kore AI: www.voicesummit.ai and save 20% on tickets with the code VUX20
