No AI Without KM in Customer Service
On-Demand: Ask Me Anything Session
Fixing the Agent Knowledge Gap in Customer Service
Watch on-demandcustomer experience expert and best-selling author Jeff Toister's "Ask Me Anything" session. You will get actionable answers on how to close your knowledge gap, tips from our in-house AI expert, and learn how to improve service performance live.
Why AI fails in customer service without KM
AI promises faster resolution, lower costs and better customer experiences. Yet many customer service and contact center teams see disappointing results. The reason is simple: AI depends on trusted, accurate and accessible knowledge. When knowledge is fragmented, outdated or poorly governed, AI doesn’t fix the problem. It scales it.
These gaps lead to operational costs, slower resolution, frustrated agents and lost revenue:
- Fragmented information across systems and teams
- Agents unable to find accurate answers in real time
- AI tools repeating or spreading incorrect content
- Chatbots and self-service channels that underperform
"Together with USU, we’ve created a smart support system that meets the highest standards—fast, effective and made for the real world.”
Daniel Beck
Customer Service Lead
Volkswagen
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Customer service tips and insights
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Chris Walsh
Business Development Representative
Knowledge Management
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