3 Knowledge Management Industry Use Cases to Improve Customer Service

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Presented by

Jarrod Davis, Knowledge Management Expert, USU; Chris Rall, Director, USU

About this talk

As more organizations transition to a hybrid workforce, an AI-powered knowledge management solution is more vital than ever. Learn how to overcome customer service challenges such as information overload, siloed systems, and high call volume. Get a first-hand look at these three industry use cases for knowledge management: -Successfully using KM with core systems like Salesforce CRM or Genesys -Using decision trees to guide agents to the correct solution -Enabling KM-supported customer self-service via your website and chatbots

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With over 40 years of experience, USU is a leading provider of software and services for IT and customer service management. Our solutions enable companies to deliver the modern, digital services that customers and employees demand. Organizations around the world use our IT solutions and services to implement simpler workflows and increase automation while lowering cost, reducing risks, and operating more efficiently.