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Conference Presentation

Feeding the Bot: How KCS and Chatbots Work Together

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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.


Tracks: Field Services, Interactive Breakout, Support Services, Technology

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Publish Date: December 10, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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