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One enterprise function that will see sizable investment in the coming years is customer service, as a slew of contact center vendors recently announced the availability of AI-powered bots to enhance or replace existing knowledge management capabilities and enhance self-service functionalities.


  • Enterprises must ensure that their AI-powered KM systems are self-learning and that the technology improves over time with the data gleaned.

Features and Benefits

  • Includes information regarding the various different AI-powered chatbots.
  • Provides examples of how customer service organizations are using artificial intelligence to enhance customer service.
  • Evaluates the necessary steps in deploying AI-powered chatbots.

Key questions answered

  • How can customer service organizations benefit from artificial intelligence?
  • What are some examples of AI-powered customer service organizations?
  • What are the considerations when deploying AI in the contact center?

Table of contents

Ovum view

  • Summary
  • AI takes knowledge management to the next level
  • AI will improve customer service and increase productivity
  • Enterprises must prepare for inevitable AI deployment


  • Further reading
  • Author

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