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The Dos and Don'ts of AI Knowledge Assistants

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Manage episode 406214695 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Got AI on the brain? You’d be forgiven if that answer is yes. Peek around just about any corner of the organization, and you’ll likely find a team exploring how AI can help in one fashion or another. But where do you draw the line, especially in your contact center?

Our own Stephen Harley joins Pete Wright to help us define what that line might look like, and with over 20 years of experience in both the engineering and sales side of the house, he’s perfect for the job.

Links & Notes

  • (00:00) - Welcome to Connected Knowledge
  • (00:50) - The Mainstream Question
  • (03:17) - Using AI Tools
  • (08:14) - Do's and Dont's in Implementation
  • (12:42) - Making a Difference for Agents
  • (15:33) - AI and Jobs
  • (22:38) - Training on The Training
  continue reading

27 episodes

Artwork
iconShare
 
Manage episode 406214695 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Got AI on the brain? You’d be forgiven if that answer is yes. Peek around just about any corner of the organization, and you’ll likely find a team exploring how AI can help in one fashion or another. But where do you draw the line, especially in your contact center?

Our own Stephen Harley joins Pete Wright to help us define what that line might look like, and with over 20 years of experience in both the engineering and sales side of the house, he’s perfect for the job.

Links & Notes

  • (00:00) - Welcome to Connected Knowledge
  • (00:50) - The Mainstream Question
  • (03:17) - Using AI Tools
  • (08:14) - Do's and Dont's in Implementation
  • (12:42) - Making a Difference for Agents
  • (15:33) - AI and Jobs
  • (22:38) - Training on The Training
  continue reading

27 episodes

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