CEO and Co-Founder of Posh AI. Read Karan Kashyap's full executive profile here.
Whenever my sales team has to fill out a complicated RFP or RFQ, there are a handful of teammates we always go to. These internal experts scattered across all our divisions are an invaluable resource for navigating the intricacies of our business.
They’re always willing to help create unique insights for our customers and prospects. I’m always grateful and humbled by their support, but I also recognize the hidden taxes to these colleagues. My story or this use case isn’t unique to me. Most enterprises, from the call center to the back office, have hidden superheroes in their midst. These knowledge experts hold an exceptional amount of explicit knowledge they’ve gained through the years. They know the exact answer to any question a customer asks, from lending to banking. Newer employees latch onto them for informal guidance, training and mentorship. But these interactions pull your experts away from their tasks—and they signal that your processes or technology may be lacking. Why didn’t newer employees learn answers during their onboarding? Why can’t they easily find answers in your internal database? Are newer employees actually gaining knowledge, or are they just quickly grabbing answers without retaining information? And, most importantly, what happens if your experts ever leave the company? It’s important to understand why newer employees seek out veteran employees instead of your training staff or knowledge base. In many cases, it’s simply because it's easier to ask an expert than navigate a complicated or overstuffed database. Generative and conversational AI has the potential to solve these challenges, making sense of your company's explicit knowledge and delivering it to newer employees in ways they intuitively understand and can learn from.If you don’t know the answer to a question, what do you do? You Google it. Or you might ask Alexa or Siri or a similar AI assistant. Most of the time, these solutions can tell you the exact answer to your question in plain-spoken language. Compare that experience to the workplace. If you—or a newer employee—don’t know the answer about a certain process or policy, you may first turn to the internal knowledge base. Unlike your experience with Google or an AI assistant, most internal databases can’t tell you the exact answer and instead serve up full documents that you then have to sift through for the real answer. This situation gets even more stressful on the phone with a customer who’s asking the question and expects a prompt reply. Just like you now expect a rapid response to your everyday questions, consumers—especially younger generations—also. The newer generations grew up on mobile devices. They’re fluent in technology and the cloud and expect instant gratification when it comes to answering their questions. That matters to both your customers and your employees. If your knowledge bases are built on years-old technology, your training programs throw too much information over long and arduous sessions, and new workers have to page through dozens of documents to find a simple answer to a question, it’s no wonder that they’ll ask an internal expert for a plainspoken answer. That’s where AI can help.Generative and conversational AI platforms and offerings can make sense of complicated and overstuffed knowledge bases to give new workers a similar experience of asking an AI assistant about the weather or a human expert a technical question about a specific offering. The right solution unlocks a company’s internal documents stored in the database to build an internal search base that serves plain-text answers upfront, with links back to the source material for more information. That empowers anyone in the organization to treat AI like a knowledge expert.can keep up to date with compliance and regulatory changes, streamline onboarding and gain access to relevant information for employees.AI applications that handle both internal and external use cases support employees as well as customers. By collecting valuable insights from customers, organizations can enhance AI-driven knowledge bases and training programs. This synergy empowers businesses to continuously improve their processes and the way they serve customers.
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