Integrating Knowledge Management and Virtual Agents for Self-Service Success

with John Prestridge , Megan Selva , Chris Chagnon
Tuesday, May 21, 2019


Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

  1. Adopt foundational AI capabilities focused on improving context and relevancy
  2. Deliver knowledge experiences rather than knowledge articles
  3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.

View the Webcast Recording

About Our Speaker(s)

John Prestridge
SVP of North America & Chief Marketing Officer
John Prestridge joined EasyVista in 2017 and serves as Chief Marketing Officer and Senior Vice President of North America. He is responsible for corporate brand, corporate communications, integrated marketing, and product marketing worldwide. In addition, he is responsible for all North America operations including sales, customer experience, channel, and business development. Mr. Prestridge brings 20 years of experience in the ITSM industry to support the company’s growth, international expansion and EasyVista’s positioning as the leading provider of ITSM 2.0 solutions for the digital workplace. Mr. Prestridge joins EasyVista following sales and marketing leadership roles in several organizations including SunView Software, Citrix Systems, and Sequoia Software (acquired by Citrix).
Megan Selva
Group Content Manager, HDI/ICMI
Megan Selva is the director of content and training for HDI and ICMI. In this role, she’s responsible for managing the overall content and training strategy and ensuring that HDI and ICMI's content, curriculum, and delivery methods meet the needs of the technical support, service management, contact center, and customer service communities. Megan has been with HDI since 2006 and ICMI since 2015. Prior to taking on her current role, Megan was HDI's senior editor; before that, she was HDI's training courseware editor and a member services representative in the Customer Care Center. Passionate about communication and education, Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph in Ontario.
ITSM Architect
Chris Chagnon is an ITSM application and web developer who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris has a Master of Science in Information Technology, and a bachelor’s degree in Visual Communications. In addition, Chris is a PhD Candidate studying Information Systems with a focus on user and service experience. As one of HDI’s Top 25 Thought Leaders, Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer service/experience. Follow Chris on Twitter @Chagn0n.

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