Julie L. Mohr
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  • 12-Steps to Implementing a Successful BOT Strategy
    April 29, 2020

    12-Steps to Implementing a Successful BOT Strategy

    During the implementation of Sherlock – the chatbot about knowledge – I learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy must first identify the required customer-facing knowledge to program the bot effectively. Based on my experiences, I have developed […]

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  • The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations
    February 26, 2020

    The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations

    Language is complex. A great conversation is even more complicated. Teaching BOTS to have a human-like conversation is much more than just adding knowledge articles in response to typical questions asked by our customers. For a BOT strategy to be successful, our customers must think and feel like they are having a conversation with someone […]

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  • The 3 Most Important Ingredients to Changing Workplace Culture
    December 3, 2019

    The 3 Most Important Ingredients to Changing Workplace Culture

    Have you ever had a job where you loved showing up to work every day? You know, the kind of job where the work was worth doing? The type of place where you like the people you worked with and could depend on them for anything? The truth is, it all comes down to culture. […]

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  • Incident Categorization: An Improved Method to the Madness
    November 15, 2019

    Incident Categorization: An Improved Method to the Madness

    Incident categorization is a challenge for IT organizations. Whether it is due to culture, politics, complexity, or an inability to agree — every organization at some point finds that the categorization of incidents is ineffective, out-of-control, or difficult to maintain. Why does it cause so much of a challenge? There is no one right way […]

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  • Meet Sherlock: The Knowledge Bot about Knowledge
    September 12, 2018

    Meet Sherlock: The Knowledge Bot about Knowledge

    With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, I wanted to understand what AI is all about and what it takes to develop an effective chatbot adoption strategy. After a few weeks of research, I decided to implement a chatbot on my […]

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  • Mapping the Incident Management Process
    August 23, 2018

    Mapping the Incident Management Process

    It’s Tuesday, and your manager has just called you into the office. “We are appointing you to a new role within the IT support team. I would like to you to be the incident process owner.” After a moment of shock, surprise, and excitement all at once, you listen to the details and how your […]

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  • Zero-Strategy: Disruption through Reduction
    May 4, 2018

    Zero-Strategy: Disruption through Reduction

    Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in today’s economy. But many organizations struggle with developing strategies that will genuinely innovate the workplace and serve customers in new ways. Without innovative strategies, your company is likely to underserve its customers and experience lower […]

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  • Feed the Bots: Strategies to Improve Chat Bots through Knowledge WEBINAR
    April 24, 2018

    Feed the Bots: Strategies to Improve Chat Bots through Knowledge WEBINAR

    In this webinar, we will uncover strategies oh how to improve your chatbots or help you to develop a successful chatbot implementation strategy. It’s time to feed the bots with knowledge captured in the workflow. Topic Overview Feed the Bots: Strategies to Improve Chatbots through Knowledge Chatbots rely on programming known questions and answers into […]

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  • 5 Steps to Become an Effective, Engaging, and Authentic Leader
    February 12, 2018

    5 Steps to Become an Effective, Engaging, and Authentic Leader

    We are all unique. Not everyone leads the same way. Confidence comes from using leadership techniques that are natural to you. As you enter 2018, begin by developing a leadership style that is not only effective but also allows you to feel comfortable in being the authentic you. What is Authentic Leadership? Authentic leadership is […]

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  • FAQs: What’s Wrong with Our Knowledge Base?
    December 12, 2017

    FAQs: What’s Wrong with Our Knowledge Base?

    When service organizations strive to evolve to the next level, knowledge management is a vital component of the strategic plan. Effective knowledge management contributes significant value to a service organization and reduces the cost of service delivery. But why do so many knowledge management initiatives fail to achieve the anticipated benefits? Why do so many […]

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