Integrating Knowledge Management and Virtual Agents for Self-Service Success

Integrating Knowledge Management and Virtual Agents for Self-Service Success

with John Prestridge , Megan Selva , Christopher 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.

Who Should Attend:

  • CIO’s and directors who are setting strategy and making decisions about new technologies.
  • Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technology is the key to the future.

This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

About Our Speaker(s)

John Prestridge
Chief Marketing Officer
John Prestridge is the CMO and Senior VP of North America at EasyVista. An accomplished marketing and product strategist focused on customer needs, he helps drive product innovation and market development within the IT service management software industry to support the digital transformation of enterprise companies. He is a firm believer that ITSM 2.0 is the critical path for companies transitioning to the digital workplace. John has broad expertise in the technologies shaping the future workplace, including service management, cloud computing, application virtualization, mobility, intelligent automation, and compliance.
Megan S
Group Content Manager, HDI/ICMI
Megan Selva is the group content manager for HDI and ICMI. In this role, she’s responsible for managing the overall content strategy and ensuring that HDI and ICMI's content meets the needs of the technical support, service management, contact center, and customer service communities. Megan has been with UBM, HDI and ICMI's parent company, since 2006. Prior to taking on her current role, Megan was HDI's senior editor; before that, she was the training courseware editor and a member services representative in the Customer Care Center. 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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