GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner predicts that by 2025, 100% of virtual assistant projects in customer service without modern knowledge management foundation—whether they be for end-customers or contact center agents—will fall short.
Read this white paper to discover lessons from early GenAI deployments and actionable steps to leverage GenAI with a strong knowledge foundation!