Thursday, May 11
3 :05 PM - 3 :50 PM CST ( 45 mins )
AI runs on knowledge – expertise and content structured and organized for retrieval using virtual assistants, chatbots, and conversational commerce applications. But how do organizations build this capability cost-effectively and sustainably? The answer is a “knowledge factory,” an approach that solves information problems today while providing a foundation for the future methodology for analyzing business problems, breaking problems into specific information requirements, developing and structuring knowledge components, and building out models for continuous learning and knowledge curation using automated and human in the loop approaches along with process metrics to quantify business impact. Organizations not building these capabilities will be caught flat-footed as the industry progresses. Competitors build sophisticated capabilities that enable higher levels of customer service at lower costs. In this session, we will walk through examples of how organizations have developed and applied a knowledge architecture for high-functionality chatbots and virtual assistants.
Artificial Intelligence, Conversational Experiences & the Future of CX