12-Steps to Implementing a Successful BOT Strategy

12-Steps to Implementing a Successful BOT Strategy

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. […]

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

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

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 […]

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FAQs: What’s Wrong with Our Knowledge Base?

FAQs: What’s Wrong with Our Knowledge Base?

Knowledge Management FAQs 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 […]

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Living in the Disruption Economy SDI WEBINAR

Living in the Disruption Economy SDI WEBINAR

Living in the Disruption Economy: Why our Customers are Screaming for Change and We’re Still Not Listening In this webinar, we discuss the disruption of vertical markets through the use of collaboration, innovative business models, knowledge, and new technologies. Examples demonstrate how companies who do nothing to adapt are likely not to exist. Those companies […]

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Knowledge Management as a Strategy

Knowledge Management as a Strategy

In the information technology industry today, information is our primary asset. Information is what we provide to the business. Information is also pivotal to the success of the IT organization in providing valuable services to the business. Knowledge management – when done right – can be integrated into the organization and enhance the performance of […]

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