No AI Without KM in Customer Service
Live Ask Me Anything Session
Fixing the Agent Knowledge Gap in Customer Service
Join customer experience expert and best-selling author Jeff Toister for a live "Ask Me Anything" session. On April 28th, 2026 at 1:00pm ET 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. Register today and submit your toughest questions!
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 When knowledge is fragmented, outdated or poorly governed, AI doesn’t fix the problem.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
CS Expert Webinar: Ask Jeff Live!
Fixing the Agent Knowledge Gap in Customer Service | April 28th, 2026 at 1:00pm ET
Join best-selling author Jeff Toister for an interactive session focused on fixing the agent knowledge gap. Bring your toughest questions to have answered live!
Jeff Toister
The Service Culture Guide
Jeff has written five books, including Human Service: The Skills AI Can't Replace. He is also a top-ranked customer service trainer on LinkedIn Learning, trusted by more than five million professionals worldwide.
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Ask your CS questions below and Jeff will answer them live on our webinar!
