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AI and machine learning are making chatbots more effective and easier to maintain. 64% of TSIA members will be investing in chatbots shortly. Yet, experience shows many of these initiatives will fail. Why? Often because the ‘bot doesn’t have the right content to share with customers: it’s too wordy, or in engineer tech-speak, or not relevant to customers’ real issues. The foundation of a chatbot initiative must be a solid foundation of knowledge management. Fortunately, the industry standard practice KCS (Knowledge-Centered Service) provides content tailor-made for chatbot delivery. Citrix has seen significant business results from its chatbot, and part of the reason is its STAR Award-winning KCS program. Hear Citrix program leader Patrick Quinlan and KCS thought leader David Kay discuss what worked for Citrix, and how KCS can feed your bot, too.
Publish Date: December 10, 2020
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.