How AI is finally unlocking organizations’ data treasure chests

#GenerativeAI can write you a unique Shakespearean sonnet in an instant, create dazzling images based on a short prompt, and allegedly, even support you with counseling.

But its biggest potential value for businesses lies in a less flashy (but crucial) function—knowledge management. That dry-sounding term refers to how organizations gather, analyze, and share the mountains of valuable data they’re sitting on.

Most enterprises maintain vast internal knowledge sources and databases, but it can take significant time for agents to dig through everything and pull out the information they need. In scenarios when time is of the essence, most might not even bother searching.

Collecting and storing information, data, and documentation is the easy part—making it accessible to those who need it, when they need it, has historically been really hard.?

A study by Forrester in 2016 found that between 60% and 73% of all enterprise data remains unused. And things haven’t gotten better with time, with a 2020 study by Seagate finding that more than two-thirds of data available to enterprises goes unused, and.?

That’s a waste. And it’s all starting to change, thanks to AI.

Making meaning out of data?

Perhaps AI’s greatest potential lies in its ability to organize, search, and ultimately tap into the data assets companies already have—but currently underuse.?

That has huge implications for businesses of all shapes and sizes. Organizations with strong knowledge management systems can now be more agile and innovative, make decisions faster, and better support employee development and customer service.

Take #contactcenters. Using AI contact center solutions that can instantly pull relevant information from a huge library of data—and make it available to agents live on a customer call—is already proving to be a game-changer for businesses (and CSAT scores), with a range of both internal and customer-facing use cases.

Now, #AI can instantly pull up customer profiles and interaction history, analyze sentiment, and search internal databases for answers to difficult questions—while agents are actually talking to customers. This improves not only the #customerexperience, but the agent experience too.?

According to a recent study of a Fortune 500 provider of business process software, using AI solutions for customer support functions led to:

• greater agent productivity?
• increased agent retention
• higher assessment scores from customers
• expedited learning and development

Regardless of experience and skills, agents can use AI in a variety of ways. Dialpad Ai helps them pull the right Help Center article, make the right suggestion, and even flag a manager if there’s an information gap.

It’s not just contact center agents who benefit either. Imagine how AI can help overworked doctors get their time back by pulling details instantly on a patient’s medical history. Or how much time lawyers can save thanks to AI’s ability to scan and summarize documents and case files.

If you’re having customer conversations every day, are you using those insights to improve your #CX and agent experience? If not, how can AI help?