Knowledge and knowledge management platforms are key building blocks for AI systems and applications such as customer self-service, agent assistance, chatbots, virtual agents, and many more. AI, bots, and automation depend on having the correct knowledge to extract in context with task flows or queries, and that knowledge is stored in knowledge bases. Getting to that knowledge is the challenge.
Knowledge management platforms help businesses store, organize, access and share knowledge with agents to help them better serve customers. This knowledge can include product information, customer support best practices, and company policies.
